Call Handling affects QA score Survey

This is a survey to get your input that can help us in our "Training needs Analysis" for a Better Customer Service. As a Quality Assurance Specialist we need your expert analysis in the below question/s.
Name: 


A red asterisk (*) indicates required questions.

  1. What are the common mark downs under the line item "Communication". Please rate from 1 to 3.

    1-Not at all
    2-Sometimes
    3-Most of the time*

          1 2 3    
      • Agents should use proper, understandable language and grammar.   
      • Should avoid using slangs or jargons.    
      • Should avoid terms such as "I think", "I guess" "Most likely" and / or "probably“.    
      • Explain any HA terminology when use is unavoidable.   
      • Avoid excessive use of “Sir" or Ma'am“.   
      • Modify pace according to the customer’s profile (slows down when necessary)   
      • Use professional language that is grammatically correct and free of slang and “street talk.”   
      • Don’t be too wordy   
      • Communicate clearly in meaning and speech .   
      • Avoid talking to self, mumbling and overuse of “uh, hmm, um’’ and other non- word fillers   
      • Have very minimal slips with vowel pronunciation (example: interchanges some long and short vowel sounds at least twice)   
      • Does not interchange Ps to Fs, Bs to Vs and vice versa (example: pifty vs. fifty, berify vs. verify) minimum of two mispronounced words.   
      • Agents should use a complete sentence when offering further assistance.    
      • The following statements are incomplete and should not be use when offering additional assistance.    
      • Agent should formulate his/her sentences in a clear and concise manner, avoid wordiness   
      • Agent should focus on the options that he/she can provide instead of dwelling on the negatives (positive phraseology)   


  1. What are the common mark downs under the line item "CActive Listening". Please rate from 1 to 3.

    1-Not at all
    2-Sometimes
    3-Most of the time

          1 2 3    
      • Agents should listen actively so customers don’t have to repeat the issue, question or explanation.   
      • Use probing questions when needed   





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