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A red asterisk (*) indicates required questions.
Name of Evaluator
Juliet Lumibao
Martem Cui
Krisette Tirado
Israel Enriquez
Ayna Madale
Rubilyn Castillo
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Agent Oracle ID
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Call ID / Session ID
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Review Type
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Voice
Chat
Survey Date (For Surveys only) For Live Call/Chat add date on when it happened.
Strictly use this format ONLY: MM/DD/YY
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Country
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Australia
Malaysia
Singapore
Product Model
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Call or Chat Type
Order Cancellation
SMB - Want to place an order
Consumer - Want to place an order
Referral to CSR - Order Status
BYOD
Pre-sale Inquiry - Printer
Pre-sale Inquiry - Consumer NB
Pre-sale Inquiry - Commercial NB
Pre-sale Inquiry - Commercial DT
Pre-sale Inquiry - Consumer DT
Pre-sale Inquiry - Accessories
Pre-sale Inquiry - Supplies
Price match request
Referral to tech support
Referral to HP Parts
Payment Issue
Web Issue
Pricing Issue
Missed Promotion
Product Availability
Component Shortage
Delivery question
Non HP Call
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Which part of BOSS was not met?
Opening - greet and brand HP
Needs-based questioning and customer profiling
Recommendation and assumptive close
Connects
Objection handling
Confidence in the Recommendation and Enthusiasm
BOSS was done
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Comment
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Agent Opportunity
Agent Knowledge (Process)
Agent Knowledge - Product
Agent Understanding - Lack of investigation
Agent Understanding - Not paying attention
Communication (Disorganized/Long Winded Explanation/ Sentence construction)
Communication (Accent, Tone, Negative approach)
No/lack ownership shown
Lack of option/reinforcement (Product/options available)
Efficiency (Long/Multiple dead air, Lack of call control)
Web Content Error/ Website Issue
Customer's Frustration - No Self Service Option
Customer's Frustration - OOS/Product Availability Issue
Customer's Frustration - Customer declined all available options presented
Agent - Accidental disconnection
System Issue (Reported HP issue)
Other Team/Agent Error - Non-HP.com Store Error (Tech, Parts, etc)
For Sales LOB Only - Post Sale Scenario
Not Applicable (BOSS REVIEW)
No opportunity found - INDICATE WHAT THE REP DID GOOD in question 12
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Order#:
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HP HHO Program
Boise, ID
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