Home
FAQ
About
Log in
Subscribe now
PCE Incomplete Survey Audit Form May 2012
Tools
Copy this to my account
Start over
Print
Help
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 (Offered after resolution is given or while discussing options)
Invalid - End of Call Offer (Cx wishing to express opinion)
Invalid - Inappropriate Reminder (Reminder offered at the end of the call when the customer had already answered “no” or was non-committal initially)
Invalid - No Offer (No Invitation Given)
Invalid - No Reminder (No end of call reminder given for customer who initially responded “yes” to the invitation)
Invalid - Influencing the Customer (Asking for a good survey or insinuating that good feedback was our primary interest)
Invalid - PCE Avoidace 1 (agent told cx that manager will take the survey)
Invalid - PCE Avoidace 2 (agent transferred cx blindly to RC/Sup instead of the survey)
Invalid - PCE Avoidace 3 (agent told cx that survey system is not working without TL approval)
Invalid - PCE Avoidace 4 (agent verbally denied cx for PCE transfer)
Invalid - PCE Avoidace 5 (agent did not complete PCE transfer)
Invalid - PCE Avoidance 6 - Prolonging the transfer (beyond 1 min from "Please enter transfer code...")
Invalid - PCE Avoidance 7 - 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
View profile
