From the Frontline - EVRC

Team, As we service our Verizon EVRC customers there are times when we could provide a better customer experience for them if certain processes or innovations are there that would make things easy for everyone. This is your chance to make a difference with your valuable insights. Please provide your helpful feedback by answering the survey below so we could continue to exceed our client expectations and improve our work environment. From the Teleperformance Verizon EVRC Management team.
Name: 


A red asterisk (*) indicates required questions.

  1. Select the number 1 reason based on your experience in handling customer calls that make them most aggravated about when being transferred?*
    Long wait time
    Being transferred to the wrong department
    Being dropped while initiating transfer
    Not being informed of the department where they will be transferred
    Other. Specify Answer on next field


  1. Other answer for question number 1.*


  1. What question do our EAST customers usually ask about our password reset process for Voice Mail Services?*
    Why they need to pay $10 for a simple password reset
    Why they need to be transferred to another department just to perform the reset
    If the $10 charge is really necessary, why does resetting the password online be free?
    Other. Specify Answer on next field


  1. Other answer for question number 2.*


  1. Based on customer’s feedback, how convenient is it to get status updates about their ticket?*
    Don’t know
    Convenient
    Just Ok
    Inconvenient
    Aggravating


  1. Provide reason why you selected that answer.*


  1. What do customers commonly complain about their dispatch?*
    That they need to be at home the whole day
    That the dispatch window that we provide is not flexible
    Unreasonable charges
    Missed Commitments
    Other. Specify Answer on next field


  1. Other answer for question number 4.*


  1. What is the most common factor why a customer would miss an appointment?*
    The tech went to their place earlier than the set appointment
    Unclear dispatch expectations
    Tech did not show up
    No call ahead
    Other. Specify Answer on next field


  1. Other answer for question number 5.*


  1. What phrase below best describes the IVR of Verizon?*
    Voice Recognition is not accurate
    Difficult to understand the options provided
    Some departments are not listed on the menu
    Needs to go to different options before routing to the concerned department
    Convenient and helpful


  1. What updates would you want to receive more of from Verizon EVRC?*
    Scheduled maintenance
    New features
    New products
    Basic troubleshooting steps for common issues
    Other. Specify Answer on next field


  1. Other answer for question number 7.*


  1. How often do you access the Verizon.com website for telephone related resources?*
    Never
    Sometimes
    Often
    All the time. I'd rather go to the website than call telephone repair


  1. How do you rate the effectiveness of the current Quality form content as far as improving your interaction with customer?*
    Very Satisfactory
    Satisfactory
    Good
    Fair
    Poor


  1. Provide reason why you selected that answer.*


  1. Do you feel that the current Quality form content/coaching feedback helps you to meet the after call survey score?*
    Yes
    No


  1. Provide reason why you selected that answer.*


  1. Does the current Quality scoring process help you improve on your next call?*
    Yes
    No


  1. Provide reason why you selected that answer.*


  1. How do you rate the effectiveness of your Quality Analyst when it comes to coaching delivery and process improvement?*
    Very Satisfactory
    Satisfactory
    Good
    Fair
    Poor


  1. Provide reason why you selected that answer.*


  1. If we will change our Quality form to be more conducive to agents learning development, what would that be?*
    Scoring computation
    Monitoring guidelines
    Change the entire QA form and concept
    Other. Specify Answer on next field


  1. Other answer for question number 14.*


  1. What particular process improvement / suggestion would you like Verizon EVRC to make for our customers to have a good service experience?*





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