TPV Overview


A red asterisk (*) indicates required questions.

  1. Grade the following systems on how competent they are in assisting you in your daily activities:
    (1 Being the lowest and 10 being the highest)*

            1 2 3 4 5 6 7 8 9 10      
      RIO 1 10  
      OMS 1 10  
      ODI 1 10  
      Agent Answer Center 1 10  


  1. Explain your previous answer (Positive and Negative Feedback is welcomed):*


  1. Select the options that need more emphasis during initial TPV training?*
    Creating new orders in OMS
    ODI creation and processing
    Taking calls in training room (Before OJT)
    Roleplay
    Other:


  1. If you selected other, explain your answer:


  1. Which coaching method do you find more effective in helping you improve your Quality scores?*
    Listening to demo calls (from other agents)
    Listening to your own calls
    Listening to your supervisor take calls
    Having your supervisor/QA listen to your calls SIDE BY SIDE and provide coaching as soon as you are finished with the call
    Having your supervisor/QA listen to your RECORDED CALLS and provide coaching during the same day, but after time has gone by


  1. Select the QA behavior which you 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. Select the reason why customers complain more frequently:*
    They have spent a long time on the phone
    Credit card and Agreement extension policies were not explained properly
    The previous CSR mentioned a different price for their upgrade
    Dish/other competitors offer HD for life, free upgrades, etc. with no commitment extension
    Other:


  1. If you selected other, explain your answer:


  1. Describe in your experience, what do customers appreciate the most:
    (About the product, service, offer, IVR, call process, etc.)*





Human Capital