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PCE Sat Survey Audit Form April 2012
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A red asterisk (*) indicates required questions.
Team Lead:
*
Agent Name: Last Name; First Name
*
Call ID:
*
Order Number:
*
Did the agent offer PCE?
*
Yes
No
Customer response
Accepted
Declined
No Response
Customer Initiated
Vague Response ( Ask Me Later )
N/A since agent did not offer
*
Did the agent remind the customer?
Yes
No
N/A Customer Declined on the initial offer
*
Transfer duration in seconds (from "end of closing spiel up to the time the customer is transferred to the survey). ex: 115
*
Audit Disposition:
Valid - No defects on PCE handling/No Manipulation Found
Invalid - Untimely (offer made after resolution)
Invalid - No Offer
Invalid - No Reminder
Invalid - Influencing the Customer (asked for a good score)
Invalid - Inappropriate Remainder (Reminded given but cx declined PCE offer at the start of the call)
Invalid - Incorrect Order Number Entered
Invalid - Incorrect Avaya Entered
Invalid - Incorrect Transfer Code
Invalid - PCE Avoidace 1 (agent asked why cx changed his mind about the transfer)
Invalid - PCE Avoidace 2 (agent told cx that manager will take the survey)
Invalid - PCE Avoidace 3 (agent transferred cx blindly to RC/Sup instead of the survey)
nvalid - PCE Avoidace 4 (agent told cx that survey system is not working without TL approval)
Invalid - PCE Avoidace 5 (agent verbally denied cx for PCE transfer)
Invalid - PCE Avoidace 6 (agent did not complete PCE transfer)
Invalid - PCE Avoidance 7 - Prolonging the transfer (beyond 1 min from "Please enter transfer code...")
Invalid - PCE Avoidance 8 - Placing cx on unecessary hold/ mute before transferring for more than 1 minute
Invalid - PCE Manipulation (agent self-rated)
PCE Survey Auditor
Remarks*
HP HHO Program
Boise, ID
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