07/11 DTV TPV NEW QA Process HMO

Feedback regarding implementation of Driving Best in Class Behaviors New Quality Process.


A red asterisk (*) indicates required questions.

  1. CCMS ID:*


  1. How would you say the new QA process is impacting customer satisfaction?*
    Negatively
    No impact
    Positively


  1. Explain your previous answer:*


  1. What would you change in our new process to improve C-SAT?*


  1. How prepared do you feel to meet your QA metrics, after going through the new process training? (1 Being Fully Prepared)*
     
      1 2 3 4 5  
    Fully prepared  Not prepared enough


  1. If you could be one more day in training what would you like to develop? (Select 1 only)*
    Identifying WINS (More examples, improvement tips)
    Reviewing how to Champion DirecTV (Upset customers’ scenarios)
    Reinforcing soft skills to handle customers’ common objections
    Controlling AHT with our new QA Process
    Other:


  1. If your previous answer was OTHER please specify what:


  1. Select the 3 behaviors where your struggle the most to comply with:*
    Build Confidence & Credibility (Acknowledge)
    Show Empathy & Engage (Acknowledge)
    Actively Listen (Clarify)
    Understand Root Cause (Clarify)
    Offer Appropriate Solution (Present Re-Solution)
    Explain Solution Relevance (Present Re-Solution)
    Champion DirecTV value (Present Re-Solution)
    Handle Objections (CheckBack)
    Think Future (CheckBack)
    Changes made to customer account are executed fully and correctly to ensure delivery of solution discussed. (Execution)


  1. What would you suggest to improve your performance and meet the new evaluation process?*





Human Capital