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PCE Incomplete Survey Audit Form September 2012
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Team Lead:
Agent Name: Last Name; First Name
Call ID:
Order Number:
Did the agent offer PCE?
Yes
No
Did the agent remind the cx?
Yes
No
Was the PCE offer and reminder timely?
Yes
No
Did the agent follow the prescribed offer and reminder scripts?
Yes
No
Was the issue resolved?
Yes
No
Was the cx satisfied with how the call was handled by the agent?
Yes
No
Was the cx satisfied with HP?
Yes
No
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
HP HHO Program
Boise, ID
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