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Daily Review Call / Chat Log with BOSS V3
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A red asterisk (*) indicates required questions.
Name of Evaluator
Marvin Rosales
Analee Salvacion
Drapz Pardillo
Cielo Villanueva
KC Ngo
Joseph Rubio
Van Mangubat
Nelene Panao
Nancy Naraja
Gerald Badajos
Elden Laure
April Calatrava
Benedict Ramirez
Jam Mayol
Christine Bacol
Jan Perez
Milbert Punzalan
Juliet Lumibao
Paul Nuez
Mark Valencia
Juliet Lumibao
Christopher Taton
Krisette Tirado
Israel Enriquez
Ayna Madale
Manny Miranda
Paolo Modapil
Remy Implica
Arquel Descartin
Neil Pepito
Christopher Taton
Roxanne Mayol
Leah Lomosad
Menerva Ragasajo
Ivy Yamaro
Carlo Silva
Employee 1
Employee 2
Employee 3
Employee 4
Employee 5
Employee 7
Employee 8
Employee 9
*
Agent Oracle ID
*
Call ID / Session ID
*
Review Type
*
NPS - Detractor
NPS - Passive
NPS - Promoter
Live Call (BOSS)
Live Chat (BOSS)
Survey Date (For Surveys only) For Live Call/Chat add date on when it happened.
Strictly use this format ONLY: MM/DD/YY
*
LOB
*
CS
Sales
Resolutions
Canada Voice
Canada Chat
Consumer Chat
SMB Chat
Email
Returns
Call / Chat / Email Type
Product Specs - Printer
Product Specs - NB
Product Specs - DT
Product Specs - Accessories
Product Specs - Supplies
CTO Delay
Clearance Delay
Missed Standard Delivery
Missed NBD Delivery
CTO Cancellation
STO Cancellation
Missed Coupon
Missed Discount
CTO Order Status
Wanting to place an order
Order Decline
Bank Decline
Return within 30 days
Return beyond 30 days
Non-HHO return request
HP Rewards
Shopping around
STO order status
Product Specs: Commercial or Consumer
Pricing or discount complaint
Pricing complaint website error
OOS - product availability
Component availability
Damage in transit
Lost or Stolen
Backorder request
Supervisory request
Promo replacement
Case Manager's request
Credit status follow up
Tech Support - In-warranty
Tech Support - Out of Warranty
Instant ink - Post sale inquiry/concerns
Parts Store - Non HHO
Non-US
Parts replacement needed
Warehouse Error
Change order request
EPP/HP EPP Registration
Check out issue
Logging into HP account issue
Care pack registration/update
Looking for an American agent
Payment questions
Product Complaints
Policy Complaints
Non-HP complaints
*
Product Model
*
Intervention Done
Took over the call / chat - with a Sale
Took over the call / chat - w/o a Sale
Approached while chatting/taking the call
Provided feedback after the call / chat
Closed loop - outbound email
Closed loop - outbound call
Assign FS
None
*
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
*
Detractor Trigger/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 declined all available options presented
Customer's Frustration - OOS/Product Availability Issue
Customer's Frustration - Out of option
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)
Canada only - Out of options available
No opportunity found - INDICATE WHAT THE REP DID GOOD in question 12
*
Comments: State briefly and clearly what exactly contributed the detractor
*
Order#: Strictly follow this FORMAT: (H123456789)
*
Did the agent create an opportunity to sell (Offer rate)
Yes
No
NA
*
# of contact of the same concern/issue (including contacts to other teams/departments)
*
1
2
3
4
5
More than 5
Paste VOC/Customer's verbatim
*
HP HHO Program
Boise, ID
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