!

This is for leadership eyes ONLY

Do NOT share this with agents.!

QA Definitions Reference includes a list of ways to do call avoid

exactly how lenient QA actually is when grading calls, and ot
information we don't want agents to come across.
For a reference to provide agents, please see
QA Talk Reference workbook.
is for leadership eyes ONLY--
NOT share this with agents.!

s Reference includes a list of ways to do call avoidance,

w lenient QA actually is when grading calls, and other
mation we don't want agents to come across.
r a reference to provide agents, please see
QA Talk Reference workbook.
 Call Type CSAT required?

Billing No
Customer Relations Yes
Digital Customer Care No

Field Support Yes

Technical Support Yes

Initial Customer Experience Yes
In-Term No
Loyalty No

This is not final/accurate, so don't use for reference yet, please.

DEFINITIONS MASTER LIST

Call Avoidance

DNC N/A

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Hold Policy

Transfer procedure
Note Disposition

Natural Conversation

Confident

Actively Listening

Maintained a positive tone

Natural Conversation
Language Fluency

Conciliatory/Receptive

Empathy/Sympathy
Others

Did the agent inquire to the N/A

customer if they have any other
issues or concerns until the
customer replies no?

Did the agent make 2 full and N/A

correct attempts to save before
ending the call / transferring?

Did the agent make an ownership N/A

statement?

Did the agent build value? N/A

Did the agent follow Past Due N/A
Policy?

If relevant equipment is out of N/A

stock or on backorder, did the
agent use appropriate verbiage?

If the customer is calling about N/A

BOC, did they follow the policy for
addressing BOC inquiries?

If the customer is calling asking N/A

about a credit, did they follow the
policy for addressing credit
inquiries?
During the closing of the call, did N/A
the agent re-confirm/summarize
the call (if more than one single
action was done)?

During the closing of the call, did N/A

the agent re-confirm/summarize
the call?
FCR: Did the agent do what they could to
provide a correct and lasting resolution?
FCR: Did they do what they could to make
the customer happy in the moment?

FCR: If needed, did the agent offer a call N/A

back, a transfer, or provide the correct
queue-specific phone number and
corresponding operating days/hours?

FCR: To our knowledge, did the agent N/A

FOLLOW THROUGH with calling the
customer back, as promised / take the
appropriate action to ensure the customer
gets the needed follow-up?

Would this customer benefit from a call

back that is not already scheduled? If yes,
who is responsible for this callback?

Did the agent offer a CSAT survey N/A

clearly?
Opportunity: To mark as opportunity, means
that rather than marking down on a parameter,
you only provide the feedback and escalate
accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent
isn't expected to know of the policy due to lack
of communication from leadership,
miscommunication/lack of clarity by leadership,
etc.

Tone is the attitude an agent expresses

towards the content within the conversation.
Therefore, the parameters that fall under tone
are taking into account tone AND context.

For FCR, if a premature transfer, just mark

down under FCR best resolution, and if the
transfer wasn't even needed, yet they
transferred anyway, mark N/A under FCR
transfer.

If the call ended prematurely, and the agent

didn't attempt to call the customer back within
two minutes, mark down under at least: best
resolution/minimize, happy in the moment,
and follow-through.
What equipment was brought up N/A
that needed to be troubleshot?

TS: Did the agent make an N/A

appropriate amount of genuine
attempts to get the customer to
troubleshoot?
TS: Did the agent ask all necessary N/A
probing questions regarding
equipment/technical issues?

TS: Did the agent resolve the N/A

troubleshooting issue(s) over the
phone as much as they could?
TS: Was the agent proactive in N/A
utilizing their tools to identify and
bring up potential issues while the
customer was on the call?

Did the agent use the correct website to N/A

obtain upload speed?

During the closing of the call, did N/A

the agent re-confirm/summarize
the call (if more than one action
was done)?

If there is a call in which troubleshooting is

necessary, yet the agent doesn't make
sufficient attempts to do the troubleshooting,
they will be marked down under all parameters
with the TS marking.

Misinformation: If we can prove that

misinformation was done by the agent to the
caller during the call, the agent should be
marked down. Markdowns resulting from
misinformation depends on the individual call
and situation. Misinformation often results in a
markdown on FCR, and usually results in
marking down other parameters as well.
Rey has asked us to pay special attention to
instances where the agent communicates
inaccurately or inappropriately sets
expectations, specifically concerning credits.
•Guidance to help you to know what would be
considered inappropriately offering credit:
Approvals For Loyalty, In-Term, and Technical
Support - Alder (helpjuice.com)
Concessions to prevent a customer from
BECOMING escalated, are available to agents,
but downtime credit specifically should not be
offered as a concession to PREVENT escalation.

Agents should review relevant notes to ensure

they have the necessary information to assist
customers effectively, although in some cases
this may be unnecessary and inefficient.
Therefore, determining whether or not agents
sufficiently read through notes is a judgment
call we have to make.

Did the agent use enough relevant N/A

probing questions to find the REAL
root of the issue?

Did the agent make 3 attempts to N/A

save/renew before ending the call /
transferring?
Did the agent try to find common N/A
ground / try to compromise to
reach an agreement that's
acceptable to both parties?

Did the agent balance respect and N/A

persistence when negotiating to
get a save/renewal?

Were concessions offered that N/A

were applicable to customer’s
concerns?

Did they start small and gradually N/A

increase?

Did the agent avoid using verbiage N/A

"Are you sure you want to cancel?"

SEE ICE TABS FOR ICE-SPECIFIC PARAMETERS.

SEE BILLING TAB FOR BILLING-SPECIFIC
PARAMETERS.

If the customer gives an answer to a question

that calls for action on the agent's part, if the
agent doesn't take that necessary action
(editing Pando/reaching out to the rep/etc.),
then they must be marked down at least in that
cooresponding parameter. You can also mark
down Others for tools utilization, if applicable.

If they veer too far off the script, so they don't

hit the key points, then mark them down.
Follow Urgent Escalation procedure if there is
concern for Sales rep failures, not just ICE agent
failures. For example, the Sales rep clearly
didn't explain something important to the
customer or misinformed them.

Even if they say something about legal

action/BBB/attorney general, if the pay-off
amount is under $1,350, don't give it. But if the
customer is insistent/relentless, then after the
agent's attempts to not provide the payoff
amount over the phone, the agent can state
the payoff amount.

ARCHIVE
Did the agent check the status of
the panel, and if not oneline, took
the appropriate action before
ending the call?
2 no rule here. Except for CS
Language Fluency
Language Proficiency

PARAMETER

Language Fluency
Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

Yes
No-Flawed Reporting
No-Failed to Report

Yes
No - failed to leave a note
No - incomplete/incorrect note
Y/N

Y/N

Y/N

Y/N

Y/N
Y/N

Y/N

Y/N

Y/N

Y/N

Y/N
• Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

Y/N

Y/N
Y/N

Y/N

Yes - All attempts made

No - Lacking in redirecting by
asking a building value question
No - Lacking transition to
resolution/offer
No - Lacking repetition
No - An attempt was actually
irrelevant to the customer's needs

Y/N

Yes
No
No - the only building value
statement used was "Do you
understand the importance of
having a security system in your
home?"
Y/N

Y/N

Y/N

Y/N

Y/N

Y/N

Y/N
Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer
experience
No - other

Y/N

Y/N

No
Myself
Another Analyst
Messaged the agent's TL for a callback

Y/N
Sensor - door/window
Sensor - motion detector
Sensor - glassbreak detector
Sensor - smoke/carbon
Sensor - flood
Sensor - medical buttons
Sensor - keyfob remotes
Sensor - secondary keypads
Sensor - Z-Wave devices (thermostat, door lock, etc.)
Camera - old (Ring, Alarm, 2GIG, SNET)
Camera - Eufy outdoor
Camera - Eufy doorbell
Camera - Eufy Indoor
Camera - Skybell doorbell
Camera - YI indoor
Camera - Kami outdoor
Camera - YI HWY outdoor
Camera - Kami doorbell
Panel - Alder Simple
Panel - Alula (ConnectPlus)
Panel - 2GIG GC2
Panel - 2GIG GC3
App - Alder Security (SNET)
App - Alder Mobile (Alula)
App - Eufy Security
App - Xmeye Pro
App - Homeguardsafe PRO
App - old (Arlo, ADC, etc.)
NVR - old (Xmeye Pro)
NVR - new (Homeguardsafe PRO)
Technician support/placing an account on test/etc.
N/A

Y/N
Excellent- Agent asks all necessary
probing questions that focus on the
root of the customer's issue.
Average- Lack of 1 necessary
probing question.
NI- Lack of 2 or more necessary
probing questions AND/OR asking
irrelevant questions that affected
the call negatively

Yes
No- insufficient troubleshooting
No - insufficient troubleshooting
due to lack of necessary
troubleshooting probing questions
No - inappropriate/incorrect battery
replacement offered
No- premature transfer to FSS
No- premature offering to replace
equipment
No- customer refused to
troubleshoot due to the agent
N/A- customer refused to
troubleshoot due their own decision
N/A- customer not at home
N/A- internet Issues (proven by
insufficient upload speed)
N/A - the tech issue didn't need to
be resolved over the phone.
N/A- Other
Y/N

Y/N

Y/N
Excellent- Agent asks all necessary
probing questions that focus on the
root of the customer's issue.
Average- Lack of 1 necessary
probing question.
NI- Lack of 2 or more necessary
probing questions AND/OR asking
irrelevant questions.
N/A

Yes - All attempts made

No - Lacking in redirecting by
asking a building value question
No - Lacking transition to
resolution/offer
No - Lacking repetition
No - The attempts were actually
irrelevant to the customer's needs
Y/N

Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence
needed

Y/N

Y/N

Y/N
• Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
Y/N

BRANCHING

Comprehension

Verbal

Written
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the
customer to.

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception:
DCC)
•If the agent fails to "simply confirm if the phone number on file is active", but instead
asks if the customer would like to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but rather just put as opportunity.

•Hold Policy offenses become concern for call avoidance if the agent leaves the
customer on hold for excessive amounts of time. This is especially concerning if there is
no good reason for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and
hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.

•Call riding during a transfer will be marked down here, as well as other transfer
technicalities.
•Transfer Procedure: Agent must not stay on the line for more than 10 seconds (Warm
Transfer). Buffer for 5 seconds before 2 minutes of cold transfer and up to 10–15
seconds after 2 minutes of waiting for cold transfer.
•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what
the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.

Maintain a positive tone throughout the conversation.

The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. -Failed to
be dynamic and flexible with the call flow
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter
as well as any other applicable parameter.

•If there was a specific time in the call in which the agent definitely needed to show
empathy/sympathy, and they failed to do so, mark down.
•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

•The agent must inquire to the customer if they have any other issues or concerns until
the customer says they don't have any other concerns. If they accomplish this during
the call, mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the
customer if there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they
were unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues
or questions, then mark 'yes'.

Yes 5 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 2 pts. (3 pts)
•Lacking in two categories: subtract 3 pts. (2 pt)
•Lacking in all three categories: subtract all 5 pts. (0 pts)

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer
and the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions
and BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value
during the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.
If a customer with an overdue balance can only make a partial payment, the non-billing
agent has the option to process this payment, although it's not mandatory. Alternatively,
the agent can transfer the customer to the Billing department to handle the partial
payment.
If the agent didn't check the other account for past due, mark as opportunity only

•So long as the agent followed a close variation of the script on wiki- it must
communicate the same idea as what's in wiki.
•Keep in mind that the status of the equipment can change from the time of the call to
the time of the evaluation, so you have to take the agent's word for it if they are saying
it's listed as 'Out Of Stock'.

•(DCC: This is in regards to chats, not emails.)

•(DCC: This is in regards to chats, not emails.)

•Transfers are NOT the exception to this rule.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-
up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the
agent could have done better to sell the customer experience/make the call a ‘Wow Call’
while on the call. Customers want a resolution, but they also want a positive, memorable
experience that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in
order to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions,
it can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR
NO BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO
WHAT THEY COULD to make the customer happy in the moment? Aka, what DOES THE
AGENT NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call'
while on the call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to
the customer in the moment, you would also mark down ‘Happy’. There may also be
other reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other
ways did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to
make the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of providing
FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they
would do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.

•Agents should be marked down under CSAT if they wait 4 seconds or more to end the
call after their CSAT pitch.
•As long as the agent clearly stated there will be a survey after the end of the call, then
just mark yes-- they don't have to say 3-question.
•If troubleshooting was not needed in this call, answer all 'TS:' questions as N/A.
Using the app as a way of troubleshooting a piece of equipment isn't necessarily
considered troubleshooting the app.
•Collecting number/information from the equipment/panel alone, that doesn't mean
that they're troubleshooting that piece of equipment.

•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•This parameter requires analysts to make a judgement call whether to mark down or
not. Analysts are encouraged to look at the big picture. Only mark down within reason.
•Getting the customer to identify the trouble piece of equipment is part of making a
genuine attempts to get the customer to troubleshoot. Sending a picture of the sensor
without offering to assist the customer identify the sensor should result in a
markdown.
•So long as the agent made a genuine attempt to get the customer to troubleshoot,
mark yes. BUT if the customer is in the middle of troubleshooting and declines to
continue to troubleshoot because it's too much work or stress on their part, the agent
must make an attempt to get the customer to continue troubleshooting. Ex: "I
understand. I should let you know though that we actually only have two more simple
steps and your issue may be resolved. Can you complete two more simple steps with
me?" or else they may be marked 'no'.
•Joseph and Rey will provide 3 most common scenarios and indicate the best course of
action in each scenario. ALSO the link to wiki 3 attempts.
•If no troubleshooting was performed, the agent should be marked 'NA' on this.
•If marking no, analyst must list the probing question[s] that were needed.
•Conversational clarifying questions don't count as probing questions, as that would fall
under Actively Listening parameter.
•Asking a question while troubleshooting that was already answered by the customer is
considered an irrelevant question.
•There may be times that this is marked down, yet FCR questions aren't marked down.

•This parameter is only in regards to the issues that were brought up by the caller/agent
•Mark 'No-Insufficient Troubleshooting' if the agent skipped or omitted necessary steps
troubleshooting or the troubleshooting as a whole, and/or if the agent didn't obtain
upload speed at all. Note: Skipping getting upload speed is allowed only upon supervisor
approval, and if that isn't notated, then it didn't happen.
•Mark 'No- Customer refused to troubleshoot due to the agent' if agent tone/verbiage
was lazy/sarcastic/off-putting/demanding/rude, resulting in the customer declining to
troubleshoot.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•We can also mark 'N/A- Internet Issues (proven by insufficient upload speed)' if the
customer themselves states their internet isn't working.
•As of 1/22/24, the only pieces of equipment that would require internet would be:
getting the Alula panel online, and cameras.
•In cases where the agent is working to get the panel online and working properly, and
at the end of the call they are unable to get the panel online, they must also offer
firmware update.
•'No - failed to check if it fixed the issue': So Rey will add to wiki what needs to be done
in order for the agent to know if their troubleshooting worked. Until that's added to wiki,
if the agent did the correct troubleshooting steps aside from that, we can mark em yes.
•Most of the time, agents will/should shoot for two attempts at fixing the issue over the
phone before offering to send a tech/replacing the equipment.*
• If an agent fails to perform a cellular communication test prior to resetting the panel,
mark as opportunity only.
•If the there were trouble conditions left unaddressed per
Pando*/Securenet/COPS/ADC/Alula, yet the call was ended by the customer or per
customer request, then mark down.
*This is not talking about notes in Pando, but rather trouble conditions in Pando.
*If the agent didn't have a need to go to the screen with the trouble conditions in order
to resolve the customer's equipment/technical issue, then we don't expect the agent to
bring up those trouble conditions. So you would mark N/A.
However, if they proactively view trouble conditions anyway, they should get the points
for that, so mark yes.
•If there was a trouble condition that the agent should have brought up to the customer
to resolve, yet it is from more than seven days ago, put it as opportunity.
•Because there is no way for us to know what the agent saw in the app at the time of
the call, if the agent should have brought up an concern from what the agent is seeing
on the app, yet didn't, generally mark as opportunity.
•A markdown here means a markdown under FCR as well.

•If the agent (or customer) wants to skip getting a current (obtained within two days)
upload speed and rather use a previously (2+ days ago) obtained upload speed or skip it
altogether, they need to obtain and notate supervisor approval for us not to take it
against them.
• When getting upload speed, and the agent fails to have the customer press "show
more", mark down. The initial speed displayed on the screen is the download speed, not
the upload speed.

•(DCC: This is in regards to chats, not emails.)

•Transfers are NOT the exception to this rule.
If marking no, analyst must list the probing question[s] that were needed.

Yes 10 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 3 pts. (7 pts)
•Lacking in two categories: subtract 6 pts. (4 pt)
•Lacking in all three categories: subtract all 10 pts. (0 pts)
•Failure to set clear expectation when offering/explaining a renewal will also be marked
down here.

•If agent is TOO quick to tell the customer the amounts and contract info, please do
mark as opportunity for the agent. Agents know to avoid giving amounts and contract
info over the phone if the buyout amount is less than $1,315.
•If an agent is failing to try to explain things enough, such as concessions they offer,
when trying to get a save/renewal... that is lacking persistence.

•Because the agent didn't identify the root cause, then the concession offered were not
applicable. So mark no.
•If the agent didn't explain the concession enough, it doesn't count.
•If a billing agent fails to identify and address the customer's non-billing issue if needed,
then mark 'no' as they are either lacking concessions or the concessions are not
appplicable to the customer's concerns.

If they didn't offer concession(s) or the concession(s) they offerered weren't applicable
to customer's concerns, mark as N/A.
•If the concessions that were offered weren't overly grand, that is a good sign that you
should mark 'yes'.
COMPREHENSION - the agent demonstrated that they didn't understand the customer
Assessment
-Were they able to follow the flow of the conversation and respond appropriately?
-Did they provide appropriate examples or supporting details to demonstrate comprehension?
-Did the agent provide responses that were irrelevant or off-topic?
-Did the agent switch topics abruptly or initiate unrelated topics?

VERBAL - the agent didn't communicate effectively with the customer

Assessment
• Lack of vocabulary
-Did the agent use terms that were too vague or oversimplified that did not deliver the point to the customer?
-Did the agent incorrectly use words or phrases that changed the meaning of their message?
-Was the agent able to express their point concisely, or did their explanations appear too wordy or repetitive?
•Incorrect verbal grammar
-Did the agent use correct verb tense, word order, pronouns, etc?
•Incomprehensible speech
-Did the agent repeatedly mispronounce and/or enunciate words incorrectly?
WRITTEN - the agent didn't communicate effectively with the customer
Assessment
•Lack of vocabulary
-Did the agent use terms that were too vague or oversimplified that did not deliver the point to the customer?
-Did the agent incorrectly use words or phrases that changed the meaning of their message?
-Was the agent able to express their point concisely, or did their explanations appear too wordy or repetitive?
•Incorrect written grammar
-Did the agent use correct verb tense, word order, pronouns, etc?
•Incomprehensible spelling
-Was the agent's spelling accurate enough to be legible? Or did the spelling errors negatively affect the understanding of the message?
•It’s difficulty in communication due to differences in language and/or accent between the agent and the caller.
•If analysts are able to tell confidently that it was the AGENT'S language failures that affected the communication in the call n
you can then mark down. Be mindful of the context. Majority of the time, analysts will mark as opportunity. See Language Pro
Parameter Guidance doc.
•If agent isn't communicating clearly to the point where the customer had to ask for clarification or for the agent to repeat the
that shows that the agent's language proficiency failure affected the call.
•If the customer is being difficult and is asking for an english speaker, yet the agent isn't failing at language proficiency, don't m
down.
•This is a very subjective parameter, so if you aren’t confident in your grading, reach out to your QA TL for their opinion. An
not expected to reach out to the agent's TL for their opinion.
•Timestamps are encouraged, and required if there is a mark down.
•Be specific in your feedback. The more specific, the better. Think- how would you want to be told this feedback on your langu
proficiency?
The following also falls under this parameter:
•EOP-type failures
•Slurring or unintelligible speech
•Speaking foul language or vernacular (even while putting the customer on hold)
•Grammar and spelling failures

FURTHER BRANCHING

Lack of Vocabulary

Incomprehensible Speech

Grammar

Lack of Vocabulary
Incomprehensible Spelling
Grammar
ARCHIVE ITEM:

For now, the following failures will fall under others, but we will urgently escalate (first
three bullets). Depending on the failure/situation there may be markdowns under other
parameters such as conciliatory/receptive if they are speaking foul language to the
customer, and so on...

•Use of native language- Agent resorts to using their native language. This also applies
when on hold.
•Unintelligible speech- Agent's speech is VERY unclear that no one could understand
what they’re saying.
•Speaking foul language- The agent uses inappropriate or offensive language. This also
applies when on hold.
•Speaking Vernacular- Agent uses colloquialisms, slang, or jargon which might not be
understood by the customer or is inappropriate for a professional setting.
Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts (RP’s) - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Transfer Guide - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)

General Statements & One-Liners - Alder (helpjuice.com)

Building Value - Alder (helpjuice.com)

Past Due Accounts - Alder (helpjuice.com)

Out of Stock/Approved Not Shipped Verbiage - Alder (helpjuice.com)https://alder2.helpjuice.com/policies/replacing-equipme

Buyout Check Procedure (BOC) - Alder (helpjuice.com)

Credit Requests - Alder (helpjuice.com)

Alder Support Directory - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Running an Internet Speed Test Using Fast.com - Alder (helpjuice.com)
General Statements & One-Liners - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)Agent 12-Week Roadmap - Alder (helpjuice.com)

r

hension?

e point to the customer?

ssage?
too wordy or repetitive?

e point to the customer?

ssage?
too wordy or repetitive?

atively affect the understanding of the message?

between the agent and the caller.
es that affected the communication in the call negatively,
ysts will mark as opportunity. See Language Proficiency

ask for clarification or for the agent to repeat themselves,

agent isn't failing at language proficiency, don't mark

g, reach out to your QA TL for their opinion. Analysts are

you want to be told this feedback on your language

ld)

EXAMPLES
20240423-
142132_2293190799_1419_FieldSupportSche
d-all
20240508-
112316_9036192401_1332_CustomerRelatio
ns-all
20240521-
105515_5596145847_10009_CustomerRelati
ons-all
20240508-
112316_9036192401_1332_CustomerRelatio
ns-all
The aim for this parameter is to identify agents that make promises and set expecations with the customer but doesn't
follow through with it. They don't take the action needed to see it through.
Ask yourself: What follow up was needed? Then ask yourself if the agent took the action to actually follow through with
it.
As you are evaluating language fluency, keep the context of the conversation in mind. Taking all relevant factors into
account is crucial to ensure your assessment is fair and accurate.
We have to assume the agent's microphone is working correctly, unless we have reason to believe otherwise. If the
agent has microphone issues, the agent must document it in their note, and we require a screenshot and vouching from
the agent's TL. So long as we receive a screenshot and vouching from the agent's TL, don't take it against them. If the TL
was on leave that day, we can accept evidence of the agent reaching out on the Aldessa AWS/Pando/IT Issues or Cove
AWS/Pando/IT Issues group chats.
While we are NOT basing our grading of this parameter SOLELY on customer reactions, it can be helpful to take into
consideration. Ex: If the customer asked for clarification or for the agent to repeat themselves, that MAY indicate that
the agent isn't communicating clearly, negatively affecting the communication within the call. Did the customer give any
indications (direct or indirect) that the agent's language was not helpful or clear?
If you are able to tell confidently that it was the AGENT'S language failures that affected the communication in the call
negatively, mark down.
If the customer is being difficult and is asking for an English speaker, yet the agent has good language skill, don't
take it against the agent.
Sometimes English is not the customer’s first language, so the call communication is negatively affected by the
customer. In these cases, don't take it against the agent.
If you are able to tell confidently that the agent had language failures, but it didn't affect the communication in the call
negatively, mark as opportunity.
Use your very best judgement when determining if the agent's failure falls under Language Skill or Actively Listening.
Analysts are not expected to reach out to the agent's TL for their opinion as to whether something is considered a
language skill failure, but they are welcome to do so, if they deem necessary.
If the agent makes a language skill failure or they misspoke, yet they immediately corrected themselved, don't take it
against the agent.
I NEED A LINK FOR THIS
Checking if it was a fix. Add to wiki, Rey?
TECHNICAL DIFFICULTIES IDEA:
Agent must immediately/immediately
after the call inform their TL via Teams
message and must include a screenshot, if
at all applicable.
That way, if an analyst is evaluating a call
in which there are technical difficulties that
would affect the evaluation, the analyst
can reach out to the TL for proof of
technical difficulty so it won't be taken
against the agent.
WEIGHT
0 11

2.5 12

3.5 13

1.5
 2

1.5

0
 14
6

15
2

16
2

17
6

18
6
19
6
20
2
21
2
22
2
23
24
5

5
 5

2.5

2
2.5
2.5

6
 0 24

3 25

3 26

0 27

28
2 30

100.5
 BI
PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Note Disposition

Confident
Actively Listening

Language Fluency

Conciliatory/Receptive

Others
[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]
(#1) Process a payment for Full Past Due.

(#2) Offer Discount Applicable to Bucket. – Must be paid today.

(#3) Offer Promotional Discount. – Must be paid today.

(#4) Process a partial payment and set up a payment plan for the remaining
balance.

(#5) Schedule a Future Payment and set up a payment plan for the remaining
balance
(#6) Set up a single Future Payment!

(#7) Schedule a call back to process payment later.

(#8) Convince the customer to send a check by mail.
(#9) Ask for a date the customer will be able to call back to make payment.
[PRIORITY ON METHODS OF COLLECTION EXPLANATION]
Payment Refusal - If the customer refused to make a payment did the agent make
3 attempts collect payment before ending the call / transferring?

Did the agent try to find common ground/ to compromise to reach an agreement
that’s acceptable to both parties?
Did the agent balance respect and persistence when negotiating to get a
payment?

Were concessions offered that were applicable to customer’s concerns?

Did they start small and gradually increase?

Did the agent negotiate appropriately to start autopay/put the new card on
autopay?
[NEGOTIATION EXPLANATION]
Did the agent use the payment authorization script before processing a payment?
Did the agent understand/inform customer of the correct amount(s) and month(s)?
Did the agent inform the customer of the correct next billing cycle and RMR?

Did the agent inquire to the customer if they have any other issues or concerns
until the customer replies no?

[BODY/CLOSING EXPLANATION]
FCR: Did the agent do what they could to provide a correct and lasting resolution?
Did they do what they could to make the customer happy in the moment?

If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone
number and corresponding operating days/hours?
To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as promised /
take the appropriate action to ensure the customer gets the needed follow-up?

Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?

[FCR EXPLANTION]
During the closing of the call, did the agent re-confirm/summarize the call (if more than one single
action was done)?

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes, mark
down under at least: best resolution/minimize, happy in the moment, and follow-through.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

Billig agents are encouraged to read notes, but if they don't read the notes, mark it as opportunity only. If it's
noted that something was discussed/explained recently, then the agent doesn't have to re-explain, unless
needed. If agents want to decrease repeatedly informing and explaining things, let's all help eachother out by
leaving notes!!

Urgent Escalation Guidance

Billing Template
 BILLING DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note
0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

0 Y/N

0 Y/N
 [text box]
N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N
N/A Y/N
N/A Y/N
[text box]
N/A No attempts made
Some attempts made
All attempts made

N/A
N/A Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence needed

N/A Y/N

N/A Y/N

N/A Y/N
[text box]
N/A Y/N
N/A Y/N
N/A

N/A Y/N

[text box]
Y/N
 Y/N

N/A Y/N

N/A Y/N

No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]
N/A Y/N
 GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent Escalation
Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name to
the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so that
isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't follow
the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under FOLLOW
THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the customer
to.

•After any response, the agent must proceed by using their opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using their
opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception: DCC)

•If the agent fails to "simply confirm if the phone number on file is active", but instead asks
if the customer would like to add the +800 number on file, then we wouldn't mark them
down under Updating Customer Information, but rather just put as opportunity.

•If there are two dispositions that would work and both issues took about the same amount
of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more time
than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time than issue
#2, then use issue #1 disposition. If the issues take roughly the same amount of time, don't
mark down for note disposition, but rather mark as opportunity, if anything. There are times
that technically either disposition would be appropriate. Majority of the time, agents will
select the disposition that aligns with the reason the customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can understand
their concerns, and respond empathetically without making premature assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and refrain
from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is actively
listening. This means conversational clarifying questions don't count as probing questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what the
customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer to
repeat or clarify what they said though the customer was very clear the first time, mark
down.

•The agent must not lose their cool.

•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation, or
excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter as
well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t correspond to
the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?
Priority on Methods of Collection- The only times an agent is able to skip step(s) is if a promo
text was sent out. As you can imagine, the customer will want the promo rather than what’s
typically offered.
•Once the agent is to focus on finding/resolving a NON-billing issue, the agent's further
attempts to collect should be marked as 'N/A' rather than 'yes'. The exception being if the
customer is satisfied with simply hearing the plan to get the issue resolved, and therefore
receptive to hearing further collection attempts.
•Mark yes if the agent attempted to get the customer to pay full past due.

If the agent offered the discount, but it wasn’t paid today, (I.e. set up as a future
payment), we can still mark ‘yes’ but note as an opportunity that the agent should
try to get the customer to get them to pay with the discount today.

If the agent honored the texted promotion, but it wasn’t paid today, (I.e. set up as a
future payment), we can still mark ‘yes’ but note as an opportunity that the agent
should try to get the customer to get them to pay with the promotion today.
However, if the agent sets up a future payment for a date more than one week past
the day the text was sent, mark the agent ‘no’, as promotions are only valid for one
week after text was sent.

If the agent honored the texted promotion, but it wasn’t paid today, (I.e. set up as a
future payment), we can still mark ‘yes’ but note as an opportunity that the agent
should try to get the customer to get them to pay with the promotion today.
However, if the agent sets up a future payment for a date more than one week past
the day the text was sent, mark the agent ‘no’, as promotions are only valid for one
week after text was sent.
Mark yes if the agent attempted to get the customer to schedule a future payment
AND set up a payment plan.
Mark yes if the agent attempted to get the customer to set up a single future
payment.
Mark yes if the agent attempted to get the customer to set up a call back.
Mark yes if the agent attempted to get the customer to send a check by mail.

•This also applies to when the customer states they are unable to pay.
•If 3 attempts are not needed, so long as they make all the attempts needed then mark 'yes'.

Finding common ground means collaborating with the customer, focusing on shared
interests, and empathizing with their needs. Agents aim to build trust, making it easier for
customers to agree and leading to mutually satisfying resolutions.
•Failing to address the customer's non-billing concern shows the agent is not actually
compromising. You have to 'meet in the middle', so to speak.
•Failing to address the customer's non-billing concern is a lack of respect.

•Because the agent didn't identify the root cause, then the concession offered were not
applicable. So mark no.
•If the agent didn't explain the concession enough, it doesn't count.
•If a billing agent fails to identify and address the customer's non-billing issue if needed,
then mark 'no' as they are either lacking concessions or the concessions are not appplicable
to the customer's concerns.

If they didn't offer concession(s) or the concession(s) they offerered weren't applicable to
customer's concerns, mark as N/A.
•If the concessions that were offered weren't overly grand, that is a good sign that you
should mark 'yes'.

•This parameter also applies with the future payment script as well.

•The goal of this parameter is to ensure agent are providing enough info to have the
customer understand what's going on with their past due balance or bill.
•If it’s a large past due (250+), the agent should still inform the customer the total amount
past due. If the customer asks about it, the agent should at least explain that it’s been a
rolling past due over the course of __ months or years. If the customer asks for specifics, the
agent must provide the customer with the specifics.
•If the balance is related to the past month, we won't mark the agent down for not
mentioning/specifying the month.
•The billing agent doesn't have to inform the months in their first attempt, but they must
bring it up in their second attempt. But they do have to bring up the amount in their first
attempt.
•If not done already, the billing agent must inform the months before they take the
payment.
•If the customer voices any concern or confusion that they have a balance, of course the
agent must explain the amounts and months.
•If the agent states the last time we received a payment from the customer, that may be
sufficient for informing correct months. (I say may because it it's not consecutive non-
payment, we need to inform of the specific months.)
•If the customer cuts the agent off, AND there isn't an opportunity to inform later in the call,
don't take it against the agent.
•If the notes indicate that the previous billing agent already informed the customer of the
same amounts/months, the current agent doesn't need to mention the amounts/months
again if they haven't changed.
•The agent must set the expectation (inform the customer of the correct next billing cycle
date and RMR) before ending the call.
•Even if the customer is up to date on their account, on autopay, or on direct invoice, the
agent STILL needs to set the expectation.
•!! So for Direct invoice, the agent should inform the customer that they have from the 1st-
19th to send in their bill and after the 20th it will become PD if there is no indication that a
check/ Money order has been sent or will be sent etc. If there is indication that a note has
been left for the check, the agent should confirm it has been sent or will be sent.
•For Auto pay We should also be informing them of the next bill cycle. With RMR as long as
their bill is the same we don't really need to worry but if anything has changed, we should
be informing them of the change. If all agents were to confirm the billing cycle prior to the
end of each call, our chances of getting a successful auto pay or resubmit is a lot higher as
we are consistently notifying the customer on their bill.
•If the customer ends the call prematurely, don't take it against the agent.

•The agent must inquire to the customer if they have any other issues or concerns until the
customer says they don't have any other concerns. If they accomplish this during the call,
mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the customer if
there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they were
unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues or
questions, then mark 'yes'.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the agent
could have done better to sell the customer experience/make the call a ‘Wow Call’ while on
the call. Customers want a resolution, but they also want a positive, memorable experience
that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in order
to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions, it
can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR NO
BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO WHAT
THEY COULD to make the customer happy in the moment? Aka, what DOES THE AGENT
NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call' while on the
call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to the
customer in the moment, you would also mark down ‘Happy’. There may also be other
reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other ways
did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to make
the customer happy.

•Be lenient on the department/queue number. Ex: CS number is always okay because they
can transfer.
•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???

•(DCC: This is in regards to chats, not emails.)

 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts

(RP’s) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

0
 0

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

0
Optimized Collection Strategy - Alder (helpjuice.com)
 In this billing template,
this parameter is
referencing billing
0 concessions only.

0
0

0
 0

Alder Support Directory - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

 TE
WEIGHT PARAMETERS N/A
0 14 Call Avoidance 0

4 15 DNC N/A

0.5 16 Note Policy 0

1 17 Immediate Response 0

4 Verification Policy 0
0.5 Updating Customer Information 0

1 Hold Policy 0

0.5 Note Disposition 0

0.5 Confident Y/N

 1 Actively Listening Y/N

2.5 Language Fluency • Yes

• No -
Compre
hension
• No -
Verbal -
Lack of
vocabul
ary
• No -
Verbal -
Incorrec
t verbal
gramm
ar
• No -
Verbal -
Incompr
ehensibl
e
speech
• No -
Written
- Lack
of
vocabul
ary
• No -
Written
-
Incorrec
t
written
gramm
1 Conciliatory/Receptive Y/N

0 Others Y/N

18 [INTRO/TONE/COMPANY POLICY/OTHERS EXPLANA

0 19 What equipment was brought up that N/A
needed to be troubleshot?
10 20 TS: Did the agent make an N/A
appropriate amount of genuine
attempts to get the customer to
troubleshoot?

10 21 TS: Did the agent ask all necessary N/A

probing questions regarding
equipment/technical issues?

20 22 TS: Did the agent resolve the N/A

troubleshooting issue(s) over the
phone as much as they could?
 5 23 TS: Was the agent proactive in N/A
utilizing their tools to identify and
bring up potential issues while the
customer was on the call?

24 [TROUBLESHOOTING EXPLANATION]
5 25 Control the call

10 25 Did the agent inquire to the customer if they N/A

have any other issues or concerns until the
customer replies no?

2.5 26 Did the agent use the correct website to obtain N/A
upload speed?

2.5 27 If relevant equipment is out of stock or on N/A

backorder, did the agent use appropriate
verbiage?

0 28 Equipment Return Label Policy N/A

2.5 29 Did the agent follow Past Due Policy? N/A
2.5 30 During the closing of the call, did the agent re- N/A
confirm/summarize the call?
5 31 Did the agent offer a CSAT survey clearly? N/A

32 [BODY EXPLANATION]
 5 33 FCR: Did the agent do what they could to 0
provide a correct and lasting resolution?

0 34 FCR: Did they do what they could to make the 0

customer happy in the moment?

2.5 35 FCR: If needed, did the agent offer a call back, N/A
a transfer, or provide the correct queue-
specific phone number and corresponding
operating days/hours?

2.5 36 FCR: To our knowledge, did the agent FOLLOW N/A

THROUGH with calling the customer back, as
promised / take the appropriate action to
ensure the customer gets the needed follow-
up?

0 37 Would this customer benefit from a call back 0

that is not already scheduled? If yes, who is
responsible for this callback?

38 [FCR EXPLANTION]
101.5
If there is a call in which troubleshooting is necessary, yet the agent doesn't make sufficient attem
be marked down under all parameters with the TS marking.
Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you o
accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of c
miscommunication/lack of clarity by leadership, etc.

Misinformation: If we can prove that misinformation was done by the agent to the caller during th
down. Markdowns resulting from misinformation depends on the individual call and situation. Mis
on FCR, and usually results in marking down other parameters as well.

Tone is the attitude an agent expresses towards the content within the conversation. Therefore, th
taking into account tone AND context.

For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer was
anyway, mark N/A under FCR transfer.

If the call ended prematurely, and the agent didn't attempt to call the customer back within two m
resolution/minimize, happy in the moment, and follow-through.

Rey has asked us to pay special attention to instances where the agent communicates inaccurately
specifically concerning credits.
•Guidance to help you to know what would be considered inappropriately offering credit:
Approvals For Loyalty, In-Term, and Technical Support - Alder (helpjuice.com)
Concessions to prevent a customer from BECOMING escalated, are available to agents, but downti
offered as a concession to PREVENT escalation.

Urgent Escalation Guidance

Tech Support Template
 TECHNICAL SUPPORT DEFINITIONS
RESPONSES
Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

Yes
No-Flawed Reporting
No-Failed to Report
Yes
No - failed to leave a note
No - incomplete/incorrect note
Y/N

Y/N
Y/N

Y/N

Y/N

Y/N
Y/N

• Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
Y/N

Y/N

[text box]

Sensor - door/window
Sensor - motion detector
Sensor - glassbreak detector
Sensor - smoke/carbon
Sensor - flood
Sensor - medical buttons
Sensor - keyfob remotes
Sensor - secondary keypads
Sensor - Z-Wave devices (thermostat, door lock, etc.)
Camera - old (Ring, Alarm, 2GIG, SNET)
Camera - Eufy outdoor
Camera - Eufy doorbell
Camera - Eufy Indoor
Camera - Skybell doorbell
Camera - YI indoor
Camera - Kami outdoor
Camera - YI HWY outdoor
Camera - Kami doorbell
Panel - Alder Simple
Panel - Alula (ConnectPlus)
Panel - 2GIG GC2
Panel - 2GIG GC3
App - Alder Security (SNET)
App - Alder Mobile (Alula)
App - Eufy Security
App - Xmeye Pro
App - Homeguardsafe PRO
App - old (Arlo, ADC, etc.)
NVR - old (Xmeye Pro)
NVR - new (Homeguardsafe PRO)
Technician support/placing an account on test/etc.
N/A
Y/N

Excellent- Agent asks all necessary probing questions

that focus on the root of the customer's issue.
Average- Lack of 1 necessary probing question.
NI- Lack of 2 or more necessary probing questions
AND/OR asking irrelevant questions that affected the call
negatively

Yes
No- insufficient troubleshooting
No - insufficient troubleshooting due to lack of necessary
troubleshooting probing questions
No - inappropriate/incorrect battery replacement offered
No- premature transfer to FSS
No- premature offering to replace equipment
No- customer refused to troubleshoot due to the agent
N/A- customer refused to troubleshoot due their own
decision
N/A- customer not at home
N/A- internet Issues (proven by insufficient upload speed)
N/A - the tech issue didn't need to be resolved over the
phone.
N/A- Other
Y/N

[text box]
Y/N

Y/N

Y/N

Y/N

Y/N
Y/N
Y/N

Y/N

[text box]
 Y/N

Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

Y/N

Y/N

No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]

sary, yet the agent doesn't make sufficient attempts to do the troubleshooting, they will
S marking.
 rather than marking down on a parameter, you only provide the feedback and escalate

n't expected to know of the policy due to lack of communication from leadership,
etc.

tion was done by the agent to the caller during the call, the agent should be marked
depends on the individual call and situation. Misinformation often results in a markdown
r parameters as well.

he content within the conversation. Therefore, the parameters that fall under tone are

under FCR best resolution, and if the transfer wasn't even needed, yet they transferred

t attempt to call the customer back within two minutes, mark down under at least: best
ollow-through.

nces where the agent communicates inaccurately or inappropriately sets expectations,

nsidered inappropriately offering credit:

pport - Alder (helpjuice.com)
NG escalated, are available to agents, but downtime credit specifically should not be

Guidance
DEFINITIONS
GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent Escalation Guidance. The analyst must
treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other parameter, mark down both
parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call avoidance. If it's an issue that is difficult
to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the customer to.

•After any response, the agent must proceed by using their opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using their opening spiel (5 second
buffer). If email, mark N/A.
•As long as the VP sounds like what we have on file, no need to spell it out. (Exception: DCC)
•If the agent fails to "simply confirm if the phone number on file is active", but instead asks if the customer would like to
add the +800 number on file, then we wouldn't mark them down under Updating Customer Information, but rather just put
as opportunity.

•Hold Policy offenses become concern for call avoidance if the agent leaves the customer on hold for excessive amounts of
time. This is especially concerning if there is no good reason for putting the customer on hold in the first place, or such a
long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to transferring the call to another
department. Only 30 seconds. No leeway for mute and hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the approximate hold time length, the
hold time can go longer, depending on the call.

•If there are two dispositions that would work and both issues took about the same amount of time, just mark as
opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also discussion about another issue, we'll call
it issue #2, and issue #2 takes up easily more time than issue #1, then use issue #2 disposition. If issue #1 takes up easily
more time than issue #2, then use issue #1 disposition. If the issues take roughly the same amount of time, don't mark
down for note disposition, but rather mark as opportunity, if anything. There are times that technically either disposition
would be appropriate. Majority of the time, agents will select the disposition that aligns with the reason the customer is
calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition markdowns is when we notice
egregious trends.

•The agent did what they could with their tone and context to sound like an expert in everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can understand their concerns, and respond
empathetically without making premature assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and refrain from interrupting. (For DCC,
refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is actively listening. This means
conversational clarifying questions don't count as probing questions.
"If there is a short pause after what the customer is saying, it may be that the agent is allowing the customer to speak
further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer to repeat or clarify what they said
though the customer was very clear the first time, mark down.

0
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility, make someone less angry or hostile
or put an end to or suppress their anger, agitation, or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a peacemaker, and therefore will be
marked down under conciliatory/receptive parameter as well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

[text box]
•If troubleshooting was not needed in this call, answer all 'TS:' questions as N/A.
Using the app as a way of troubleshooting a piece of equipment isn't necessarily considered troubleshooting the app.
•Collecting number/information from the equipment/panel alone, that doesn't mean that they're troubleshooting that
piece of equipment.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent should be marked 'No' on this.
•This parameter requires analysts to make a judgement call whether to mark down or not. Analysts are encouraged to look
at the big picture. Only mark down within reason.
•Getting the customer to identify the trouble piece of equipment is part of making a genuine attempts to get the customer
to troubleshoot. Sending a picture of the sensor without offering to assist the customer identify the sensor should result in
a markdown.
•So long as the agent made a genuine attempt to get the customer to troubleshoot, mark yes. BUT if the customer is in the
middle of troubleshooting and declines to continue to troubleshoot because it's too much work or stress on their part, the
agent must make an attempt to get the customer to continue troubleshooting. Ex: "I understand. I should let you know
though that we actually only have two more simple steps and your issue may be resolved. Can you complete two more
simple steps with me?" or else they may be marked 'no'.
•Joseph and Rey will provide 3 most common scenarios and indicate the best course of action in each scenario. ALSO the
link to wiki 3 attempts.

•If no troubleshooting was performed, the agent should be marked 'NA' on this.
•If marking no, analyst must list the probing question[s] that were needed.
•Conversational clarifying questions don't count as probing questions, as that would fall under Actively Listening
parameter.
•Asking a question while troubleshooting that was already answered by the customer is considered an irrelevant question.
•There may be times that this is marked down, yet FCR questions aren't marked down.

•This parameter is only in regards to the issues that were brought up by the caller/agent
•Mark 'No-Insufficient Troubleshooting' if the agent skipped or omitted necessary steps troubleshooting or the
troubleshooting as a whole, and/or if the agent didn't obtain upload speed at all. Note: Skipping getting upload speed is
allowed only upon supervisor approval, and if that isn't notated, then it didn't happen.
•Mark 'No- Customer refused to troubleshoot due to the agent' if agent tone/verbiage was
lazy/sarcastic/off-putting/demanding/rude, resulting in the customer declining to troubleshoot.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent should be marked 'No' on this.
•We can also mark 'N/A- Internet Issues (proven by insufficient upload speed)' if the customer themselves states their
internet isn't working.
•As of 1/22/24, the only pieces of equipment that would require internet would be: getting the Alula panel online, and
cameras.
•In cases where the agent is working to get the panel online and working properly, and at the end of the call they are
unable to get the panel online, they must also offer firmware update.
•'No - failed to check if it fixed the issue': So Rey will add to wiki what needs to be done in order for the agent to know if
their troubleshooting worked. Until that's added to wiki, if the agent did the correct troubleshooting steps aside from that,
we can mark em yes.
•Most of the time, agents will/should shoot for two attempts at fixing the issue over the phone before offering to send a
tech/replacing the equipment.*
• If an agent fails to perform a cellular communication test prior to resetting the panel, mark as opportunity only.
•If the there were trouble conditions left unaddressed per Pando*/Securenet/COPS/ADC/Alula, yet the call was ended by
the customer or per customer request, then mark down.
*This is not talking about notes in Pando, but rather trouble conditions in Pando.
*If the agent didn't have a need to go to the screen with the trouble conditions in order to resolve the customer's
equipment/technical issue, then we don't expect the agent to bring up those trouble conditions. So you would mark N/A.
However, if they proactively view trouble conditions anyway, they should get the points for that, so mark yes.
•If there was a trouble condition that the agent should have brought up to the customer to resolve, yet it is from more than
seven days ago, put it as opportunity.
•Because there is no way for us to know what the agent saw in the app at the time of the call, if the agent should have
brought up an concern from what the agent is seeing on the app, yet didn't, generally mark as opportunity.
•A markdown here means a markdown under FCR as well.

•Did the agent control the call (move the call towards resolution)?
•"Control the Call" refers to an agent's ability to efficiently manage the flow and direction of a customer interaction. This
includes guiding the conversation, making decisive actions, and ensuring that the call progresses towards a resolution in a
timely manner.
•Misinformation is a poor way to control the call and may therefore be marked down here.
•Excessive hold times can be marked down here and under Call Avoidance and under Hold Policy, depending.

•The agent must inquire to the customer if they have any other issues or concerns until the customer says they don't have
any other concerns. If they accomplish this during the call, mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the customer if there is anything else we can
help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they were unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues or questions, then mark 'yes'.

•If the agent (or customer) wants to skip getting a current (obtained within two days) upload speed and rather
use a previously (2+ days ago) obtained upload speed or skip it altogether, they need to obtain and notate
supervisor approval for us not to take it against them.
• When getting upload speed, and the agent fails to have the customer press "show more", mark down. The
initial speed displayed on the screen is the download speed, not the upload speed.

•So long as the agent followed a close variation of the script on wiki- it must communicate the same idea as
what's in wiki.
•Keep in mind that the status of the equipment can change from the time of the call to the time of the
evaluation, so you have to take the agent's word for it if they are saying it's listed as 'Out Of Stock'.

•This is a temporary parameter that's being used by TS and Loyalty.

If a customer with an overdue balance can only make a partial payment, the non-billing agent has the option to process this p
If the agent
•(DCC: didn't
This is check to
in regards thechats,
othernot
account for past due, mark as opportunity only
emails.)

•(DCC: This is in regards to chats, not emails.)

•Transfers are NOT the exception to this rule.
If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone number and
corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as promised / take the appropriate
action to ensure the customer gets the needed follow-up?',
then FCR should not be marked down as well.

•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the agent could have done better to sell
the customer experience/make the call a ‘Wow Call’ while on the call. Customers want a resolution, but they also want a
positive, memorable experience that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in order to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions, it can be helpful to take into
consideration, depending. WE ARE NOT MARKING YES OR NO BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL.
Did THE AGENT DO WHAT THEY COULD to make the customer happy in the moment? Aka, what DOES THE AGENT NEED TO
WORK ON to sell the customer experience/make the call a 'Wow Call' while on the call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to the customer in the moment, you
would also mark down ‘Happy’. There may also be other reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other ways did not please the customer in
the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to make the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct phone number to the department
the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding operating days/hours, we consider
it a yes even if they didn't give the FULL hours of operation (Ex: "You can call our FSS Department tomorrow they are open
at 7 am" is sufficient, but you can mark as opportunity to remind them the best practice of providing FULL hours of
operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent followed through.
•What follow up was needed?- Did the agent follow through with what they said they would do?
•If the agent did a follow up action but didn't note it, then we consider it not done and therefore will be marked down in
this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the customer could benefit from a callback i
 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts

(RP’s) - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)
0
 0

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

0
0

0
 0

Running an Internet Speed Test Using Fast.com - Alder

(helpjuice.com)

Out of Stock/Approved Not Shipped Verbiage - Alder

(helpjuice.com)

https://alder2.helpjuice.com/policies/replacing-equipment?
from_search=146982880
Equipment Return Labels
Past Due Accounts - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

 0

Alder Support Directory - Alder (helpjuice.com)

0
WEIGHT
0 11

3.5 12

3.5 13

3.5

3.5

3.5
3.5

3.5
5

14
5 15

5
 21
5

3 29

5 30

5.5 31

21
10
 0 24

5 25

5 26

0 27

28
112
 PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Hold Policy

Transfer procedure
Note Disposition

Confident

Actively Listening

Language Fluency
Conciliatory/Receptive

Others

[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]

Did the agent inquire to the customer if they have any other issues or concerns
until the customer replies no?

Did the agent ask enough probing questions in order to offer a

resolution/concession that addresses the root concern?

Did the agent make 2 full and correct attempts to save before ending the call /
transferring?
[PROBING QUESTIONS/2-NO-RULE EXPLANATION]
Did the agent make an ownership statement?

Did the agent build value?

Did the agent follow Past Due Policy?

If relevant equipment is out of stock or on backorder, did the agent use

appropriate verbiage?

If the customer is calling about BOC, did they follow the policy for addressing BOC
inquiries?

If the customer is calling asking about a credit, did they follow the policy for
addressing credit inquiries?

During the closing of the call, did the agent re-confirm/summarize the call (if more
than one single action was done)?

Did the agent offer a CSAT survey clearly?

[BODY EXPLANATION]
FCR: Did the agent do what they could to provide a correct and lasting resolution?
FCR: Did they do what they could to make the customer happy in the moment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone
number and corresponding operating days/hours?

FCR: To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?

Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?

[FCR EXPLANTION]
Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes, mark
down under at least: best resolution/minimize, happy in the moment, and follow-through.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

Urgent Escalation Guidance

Customer Service Template
 CS DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note
0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 Y/N

0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
0 Y/N

0 Y/N

[text box]
N/A Y/N

N/A Excellent- Agent asks ALL necessary probing questions in

order to offer a resolution/concession that addresses the
root concern (5)
Average- Lack of 1 (2.5)
NI - Lack of 2 or more AND/OR asking irrelevant questions
that affected the call negatively
N/A

N/A Yes - All attempts made

No - Lacking in redirecting by asking a building value
question
No - Lacking transition to resolution/offer
No - Lacking repetition
No - An attempt was actually irrelevant to the customer's
needs
 [text box]
N/A Y/N

N/A Yes
No
No - the only building value statement used was "Do you
understand the importance of having a security system in
your home?"

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

[text box]
0 Y/N
0 Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

N/A Y/N

N/A Y/N

0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]
GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent Escalation
Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name to
the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so that
isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't follow
the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under FOLLOW
THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the customer
to.

•After any response, the agent must proceed by using their opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using their
opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception: DCC)

•If the agent fails to "simply confirm if the phone number on file is active", but instead asks
if the customer would like to add the +800 number on file, then we wouldn't mark them
down under Updating Customer Information, but rather just put as opportunity.

•Hold Policy offenses become concern for call avoidance if the agent leaves the customer on
hold for excessive amounts of time. This is especially concerning if there is no good reason
for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.

•Call riding during a transfer will be marked down here, as well as other transfer
technicalities.
•Transfer Procedure: Agent must not stay on the line for more than 10 seconds (Warm
Transfer). Buffer for 5 seconds before 2 minutes of cold transfer and up to 10–15 seconds
after 2 minutes of waiting for cold transfer.
•If there are two dispositions that would work and both issues took about the same amount
of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more time
than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time than issue
#2, then use issue #1 disposition. If the issues take roughly the same amount of time, don't
mark down for note disposition, but rather mark as opportunity, if anything. There are times
that technically either disposition would be appropriate. Majority of the time, agents will
select the disposition that aligns with the reason the customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can understand
their concerns, and respond empathetically without making premature assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and refrain
from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is actively
listening. This means conversational clarifying questions don't count as probing questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what the
customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer to
repeat or clarify what they said though the customer was very clear the first time, mark
down.

0
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation, or
excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter as
well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t correspond to
the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

•The agent must inquire to the customer if they have any other issues or concerns until the
customer says they don't have any other concerns. If they accomplish this during the call,
mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the customer if
there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they were
unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues or
questions, then mark 'yes'.

•If no probing questions were needed in order to offer a resolution/concession that

addressses the root concern, the agent should be marked 'NA' on this.
•If marking no, analyst must list the probing question[s] that were needed.
•Conversational clarifying questions don't count as probing questions, as that would fall
under Actively Listening parameter.
•Asking a question that was already answered by the customer is also considered an
irrelevant question.
•There may be times that this is marked down, yet FCR questions aren't marked down.

Yes 5 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 2 pts. (3 pts)
•Lacking in two categories: subtract 3 pts. (2 pt)
•Lacking in all three categories: subtract all 5 pts. (0 pts)
•Statements made to customers to take ownership.
•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer and
the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions and
BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value during
the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.

If a customer with an overdue balance can only make a partial payment, the non-billing
agent has the option to process this payment, although it's not mandatory. Alternatively, the
agent can transfer the customer to the Billing department to handle the partial payment.
If the agent didn't check the other account for past due, mark as opportunity only

•So long as the agent followed a close variation of the script on wiki- it must communicate
the same idea as what's in wiki.
•Keep in mind that the status of the equipment can change from the time of the call to the
time of the evaluation, so you have to take the agent's word for it if they are saying it's listed
as 'Out Of Stock'.

•(DCC: This is in regards to chats, not emails.)

•Agents should be marked down under CSAT if they wait 4 seconds or more to end the call
after their CSAT pitch.
•As long as the agent clearly stated there will be a survey after the end of the call, then just
mark yes-- they don't have to say 3-question.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the agent
could have done better to sell the customer experience/make the call a ‘Wow Call’ while on
the call. Customers want a resolution, but they also want a positive, memorable experience
that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in order
to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions, it
can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR NO
BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO WHAT
THEY COULD to make the customer happy in the moment? Aka, what DOES THE AGENT
NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call' while on the
call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to the
customer in the moment, you would also mark down ‘Happy’. There may also be other
reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other ways
did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to make
the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of providing
FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they would
do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts

(RP’s) - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Transfer Guide - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all
Departments - Alder (helpjuice.com)

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)

General Statements & One-Liners - Alder (helpjuice.com)

Building Value - Alder (helpjuice.com)

Past Due Accounts - Alder (helpjuice.com)

Out of Stock/Approved Not Shipped Verbiage - Alder

(helpjuice.com)

https://alder2.helpjuice.com/policies/replacing-equipment?
from_search=146982880

Buyout Check Procedure (BOC) - Alder (helpjuice.com)

Credit Requests - Alder (helpjuice.com)

0 edit this

General Call Handling Procedure - Alder (helpjuice.com)

0
 0

Alder Support Directory - Alder (helpjuice.com)

0
WEIGHT #

0 14

2 15

2 16

2
1

0
 2

0
17

10 18

10 19

6 20
 6 21

6 22

6 23

6 24

10 25
0 27
0 28
29

Y 30
N 31

Y 32

Y 33

N 34
35
82
+ 20 for FCR
 LOYA
PARAMETERS
Call Avoidance

DNC

Note Policy

Document Upload

Immediate Response

Verification Policy

Hold Policy
Note Disposition

Natural Conversation

Confident

Actively Listening

Language Fluency
Conciliatory/Receptive

Empathy/Sympathy

Others

[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]

Did the agent use enough relevant probing questions to find the REAL root of
the issue?

Did the agent make 3 attempts to save/renew before ending the call /
transferring?

Did the agent try to find common ground / try to compromise to reach an
agreement that's acceptable to both parties?
Did the agent balance respect and persistence when negotiating to get a
save/renewal?

Were concessions offered that were applicable to customer’s concerns?

Did they start small and gradually increase?

Did the agent make an ownership statement?

Did the agent build value?

Did the agent avoid using verbiage "Are you sure you want to cancel?"
Equipment Return Label Policy
[BODY EXPLANATION]
FCR: Did the agent do what they could to provide a correct and lasting resolution?
FCR: Did they do what they could to make the customer happy in the moment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?

FCR: To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?

Would this customer benefit from a call back that is not already scheduled? If yes, who is
responsible for this callback?

[FCR EXPLANTION]
Urgent Escalation Guidance
Loyalty Template

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only
provide the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes,
mark down under at least: best resolution/minimize, happy in the moment, and follow-through.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.
Even if they say something about legal action/BBB/attorney general, if the pay-off amount is under $1,350,
don't give it. But if the customer is insistent/relentless, then after the agent's attempts to not provide the
payoff amount over the phone, the agent can state the payoff amount.
 LOYALTY DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note
N/A Y/N

0 Y/N

0 Y/N

0 Y/N
 Y/N

0
Y/N

0
0 Y/N

0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
0 Y/N

0 Y/N

0 Y/N

[text box]
Excellent- Agent asks all necessary probing
questions that focus on the root of the
customer's issue.
Average- Lack of 1 necessary probing
question.
NI- Lack of 2 or more necessary probing
questions AND/OR asking irrelevant
questions.
N/A

N/A
Yes - All attempts made
No - Lacking in redirecting by asking a
building value question
No - Lacking transition to resolution/offer
No - Lacking repetition
No - The attempts were actually irrelevant to
the customer's needs

N/A
Y/N
N/A
 Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence needed
N/A
Y/N

N/A
Y/N

N/A
Y/N

N/A
Yes
No
No - the only building value statement used
was "Do you understand the importance of
having a security system in your home?"

N/A
N/A Y/N
N/A Y/N
[text box]
0 Y/N
0 Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

N/A Y/N

N/A Y/N

0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]
 GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the
customer to.
•A markdown under this parameter lets us know that the agent is failing to upload
document(s)/recording(s)

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.
•As long as the VP sounds like what we have on file, no need to spell it out. (Exception:
DCC)

•Hold Policy offenses become concern for call avoidance if the agent leaves the
customer on hold for excessive amounts of time. This is especially concerning if there is
no good reason for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and
hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.
•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.
•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.

•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to
what the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.

0
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive
parameter as well as any other applicable parameter.
•If there was a specific time in the call in which the agent definitely needed to show
empathy/sympathy, and they failed to do so, mark down.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

If marking no, analyst must list the probing question[s] that were needed.

Yes 10 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 3 pts. (7 pts)
•Lacking in two categories: subtract 6 pts. (4 pt)
•Lacking in all three categories: subtract all 10 pts. (0 pts)

•Failure to set clear expectation when offering/explaining a renewal will also be marked
down here.
•If agent is TOO quick to tell the customer the amounts and contract info, please do
mark as opportunity for the agent. Agents know to avoid giving amounts and contract
info over the phone if the buyout amount is less than $1,315.
•If an agent is failing to try to explain things enough, such as concessions they offer,
when trying to get a save/renewal... that is lacking persistence.

•Because the agent didn't identify the root cause, then the concession offered were not
applicable. So mark no.
•If the agent didn't explain the concession enough, it doesn't count.
•If a billing agent fails to identify and address the customer's non-billing issue if needed,
then mark 'no' as they are either lacking concessions or the concessions are not
appplicable to the customer's concerns.

If they didn't offer concession(s) or the concession(s) they offerered weren't applicable
to customer's concerns, mark as N/A.
•If the concessions that were offered weren't overly grand, that is a good sign that you
should mark 'yes'.

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer
and the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions
and BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value
during the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.

0
•This is a temporary parameter that's being used by TS and Loyalty.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-
specific phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-
up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the
agent could have done better to sell the customer experience/make the call a ‘Wow
Call’ while on the call. Customers want a resolution, but they also want a positive,
memorable experience that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in
order to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions,
it can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR
NO BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO
WHAT THEY COULD to make the customer happy in the moment? Aka, what DOES THE
AGENT NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call'
while on the call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to
the customer in the moment, you would also mark down ‘Happy’. There may also be
other reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other
ways did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to
make the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of
providing FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they
would do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder

(helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all
Departments - Alder (helpjuice.com)

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder
(helpjuice.com)
Positive Words & Empathy Statements - Alder
(helpjuice.com)

General Statements & One-Liners - Alder

(helpjuice.com)

Cancellation Process - Alder (helpjuice.com)

Agent 12-Week Roadmap - Alder (helpjuice.com)

0
 0

General Statements & One-Liners - Alder

(helpjuice.com)

Building Value - Alder (helpjuice.com)

0
Equipment Return Labels

0
 0

Alder Support Directory - Alder (helpjuice.com)

0
An effective solution was provided that
addresses customer concerns and
minimizes the need for a callback.
WEIGHT
0 14

1 15

2 16

2 17

1
1

2
 5

18
5 19

10 20

5 21

5 22

5 23

3 24
3 25

3 26

5 27

0 28

29
3 30

2 31

1 32

2 33

3 34
35
10 36

0 37

5 38

10 39
 0 40

110 41
 PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Hold Policy
Note Disposition

Confident

Actively Listening

Maintained a positive tone

Language Fluency
Conciliatory/Receptive

Empathy/Sympathy

Others

[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]

If the customer needs a special accomodation with their appointment, did the
agent try to accomodate that?

If no agreement on date and timeframe is able to be made, was it sufficiently

escalated?

Did the agent balance respect and persistence when negotiating to get an
appointment scheduled?

Did the agent schedule the customer on the AGREED UPON date and timeframe?

Did the agent schedule the customer on an APPROPRIATE date and timeframe?

Did the agent follow the ticket policy?

Did the agent ask the transferring agent "Did you ask the customer if they are
having any other technical issues?"

Did the agent ask the customer if they are having any other technical issues?

Did the agent perform needed action with clarity and accuracy?

Reschedule/Cancel Oversight

[FSS EXPLANATION]
Did the agent inquire to the customer if they have any other issues or concerns
until the customer replies no?

Did the agent make an ownership statement?

Did the agent use the correct website to obtain upload speed?

During the closing of the call, did the agent re-confirm/summarize the call (if more than one single
action was done)?
Did the agent offer a CSAT survey clearly?
[BODY EXPLANATION]
FCR: Did the agent do what they could to provide a correct and lasting resolution?

FCR: Did they do what they could to make the customer happy in the moment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone
number and corresponding operating days/hours?

FCR: To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?
Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?

[FCR EXPLANTION]

parameter for tech handler failures

no evidence that cx was contacted about the no-show

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.
If there is a call in which troubleshooting is necessary, yet the agent doesn't make sufficient attempts to do the
troubleshooting, they will be marked down under all parameters with the TS marking.

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes, mark
down under at least: best resolution/minimize, happy in the moment, and follow-through.
Failure to confirm address DOES result in a markdown in FCR. And often Did the agent perform needed action
with clarity and accuracy?

Urgent Escalation Guidance

Field Service Support Template
 FSS DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note
0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
0 Y/N

0 Y/N

0 Y/N

[text box]
N/A Y/N

N/A Y/N

N/A Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence needed

N/A

N/A

N/A Y/N
N/A Y/N

N/A Y/N

N/A Yes
No-ETA
No-confirming appointment
No- cancel
No- reschedule
No- closing ticket

Evidence of reschedule oversight

Evidence of cancellation oversight
None

[text box]
N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N
[text box]
 Y/N

0 Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

N/A Y/N

N/A Y/N
0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]

not yet
si! start
the
habit.
 GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent Escalation
Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name to
the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so that
isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't follow
the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under FOLLOW
THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the customer
to.

•After any response, the agent must proceed by using their opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using their
opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception: DCC)

•If the agent fails to "simply confirm if the phone number on file is active", but instead asks
if the customer would like to add the +800 number on file, then we wouldn't mark them
down under Updating Customer Information, but rather just put as opportunity.

•Hold Policy offenses become concern for call avoidance if the agent leaves the customer on
hold for excessive amounts of time. This is especially concerning if there is no good reason
for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.
•If there are two dispositions that would work and both issues took about the same amount
of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more time
than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time than issue
#2, then use issue #1 disposition. If the issues take roughly the same amount of time, don't
mark down for note disposition, but rather mark as opportunity, if anything. There are times
that technically either disposition would be appropriate. Majority of the time, agents will
select the disposition that aligns with the reason the customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can understand
their concerns, and respond empathetically without making premature assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and refrain
from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is actively
listening. This means conversational clarifying questions don't count as probing questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what the
customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer to
repeat or clarify what they said though the customer was very clear the first time, mark
down.

Maintain a positive tone throughout the conversation.

0
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation, or
excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter as
well as any other applicable parameter.

•If there was a specific time in the call in which the agent definitely needed to show
empathy/sympathy, and they failed to do so, mark down.
•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t correspond to
the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

If the agent set the expectation appropriately regarding the special accomodation, then
don't mark them down.
Accomodating this looks like negotiation/ finding common groundl........
Agents must not schedule appointments the customer won't be able to make.
Offer a friend or family to be there, offer to extend it out further if they need to request time
off work.

When the customer is wanting a date/time/timeframe that isn't available and/or possible.
•Escalation for specifically scheduling/FSS issues.

• I.e. The agent needs to convince persuade the customer to accept the appointment date
and time.
•This should be marked down if the agent failed to cancel or reschedule the appointment
upon customer request.
•As there is often not a best date, we are only looking to see if the date scheduled was an
appropriate date.
•Agents must put their explanation in their note if they deviate from the Service Tech Map.
Something like "Customer's site address is X miles/hours away from a job on that same
date."
•If the agent didn't notate their reasoning to deviate from the Service Tech Map, mark down
here and under Note Policy.

Failing to add relevant necessary information in the ticket can be marked down here.
•This is regarding ticket creation and ticket editing as needed.
• This must be asked before the FSS agent looks into availability.

•This parameter is only to be used when creating a ticket

•This is so we make accurate tickets.
•If the agent had time to use the assigned scripts, yet they fail to do so, mark down.
•If the agent states the last name of the technician, mark down. If the agent states the first
letter of the last name, don't mark down.

•This is NOT weighted. It's for us to identify and track tech handler or agent failures to
attempt to reach out to the customer to inform them of a reschedule or cancellation.

•The agent must inquire to the customer if they have any other issues or concerns until the
customer says they don't have any other concerns. If they accomplish this during the call,
mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the customer if
there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they were
unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues or
questions, then mark 'yes'.

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.
•If the agent (or customer) wants to skip getting a current (obtained within two days) upload
speed and rather use a previously (2+ days ago) obtained upload speed or skip it altogether,
they need to obtain and notate supervisor approval for us not to take it against them.
• When getting upload speed, and the agent fails to have the customer press "show more",
mark down. The initial speed displayed on the screen is the download speed, not the upload
speed.

•(DCC: This is in regards to chats, not emails.)

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?',
then FCR should not be marked down as well.

•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the agent
could have done better to sell the customer experience/make the call a ‘Wow Call’ while on
the call. Customers want a resolution, but they also want a positive, memorable experience
that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in order
to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions, it
can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR NO
BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO WHAT
THEY COULD to make the customer happy in the moment? Aka, what DOES THE AGENT
NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call' while on the
call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to the
customer in the moment, you would also mark down ‘Happy’. There may also be other
reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other ways
did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to make
the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of providing
FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they would
do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.
•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts

(RP’s) - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all
Departments - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Everything escalation entails (how and what) process/policy -

Belinda

Everything ticket policy entails (policy/procedure/templates) -

Jhay
scripted in wiki - Kace

scripted in wiki - Kace

Kace will ensure that the scripts

that have been provided to the
FSS agents will be drafted to be
Everything the process entails (process/policy w/ relevant posted on Wiki under Call
scripts) - Rutchie/Jade/Jhay Handling

General Statements & One-Liners - Alder (helpjuice.com)

Running an Internet Speed Test Using Fast.com - Alder

(helpjuice.com)

0
 0

Alder Support Directory - Alder (helpjuice.com)

0
0
 WEIGHT
N 11

Y 12

Y 13

Y
Y

N
 14
10 15

0 16
10 17

10 18

20 20
 5

2.5

21
Y 22
N 24

Y 25

Y 26

N 27

28
Y 29

Y 30

32
 PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Note Disposition

Confident
Actively Listening

Language Fluency

Conciliatory/Receptive

Others
[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]
Did the agent inquire to the customer if they have any other issues or concerns
until the customer replies no?

What equipment was brought up that needed to be troubleshot?

TS: Did the agent make an appropriate amount of genuine attempts to get the
customer to troubleshoot?

TS: Did the agent ask all necessary probing questions regarding
equipment/technical issues?

TS: Did the agent resolve the troubleshooting issue(s) over the phone as much as they could?
TS: Was the agent proactive in utilizing their tools to identify and bring up
potential issues while the customer was on the call?

Did the agent use the correct website to obtain upload speed?

[PROBING QUESTIONS/TROUBLESHOOTING EXPLANATION]

FCR: Did the agent do what they could to provide a correct and lasting resolution?
FCR: Did they do what they could to make the customer happy in the moment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone
number and corresponding operating days/hours?

FCR: To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?

Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?

[FCR EXPLANTION]
If relevant equipment is out of stock or on backorder, did the agent use
appropriate verbiage?

Did the agent follow Past Due Policy?

If the customer is calling about BOC, did they follow the policy for addressing BOC
inquiries?

If the customer is calling asking about a credit, did they follow the policy for
addressing credit inquiries?

Did the agent make an ownership statement?

Did the agent build value?

Did the agent make 2 full and correct attempts to save before ending the call /
transferring?

During the closing of the call, did the agent re-confirm/summarize the call (if more
than one single action was done)?
[BACKORDER/CLOSING EXPLANATION]

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If there is a call in which troubleshooting is necessary, yet the agent doesn't make sufficient attempts to do the
troubleshooting, they will be marked down under all parameters with the TS marking.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes, mark
down under at least: best resolution/minimize, happy in the moment, and follow-through.

Urgent Escalation Guidance

Calibration DCC Template
 DCC DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note
0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

0 Y/N

0 Y/N
 [text box]
N/A Y/N

N/A

Sensor - door/window
Sensor - motion detector
Sensor - glassbreak detector
Sensor - smoke/carbon
Sensor - flood
Sensor - medical buttons
Sensor - keyfob remotes
Sensor - secondary keypads
Sensor - Z-Wave devices (thermostat, door lock, etc.)
Camera - old (Ring, Alarm, 2GIG, SNET)
Camera - Eufy outdoor
Camera - Eufy doorbell
Camera - Eufy Indoor
Camera - Skybell doorbell
Camera - YI indoor
Camera - Kami outdoor
Camera - YI HWY outdoor
Camera - Kami doorbell
Panel - Alder Simple
Panel - Alula (ConnectPlus)
Panel - 2GIG GC2
Panel - 2GIG GC3
App - Alder Security (SNET)
App - Alder Mobile (Alula)
App - Eufy Security
App - Xmeye Pro
App - Homeguardsafe PRO
App - old (Arlo, ADC, etc.)
NVR - old (Xmeye Pro)
NVR - new (Homeguardsafe PRO)
Technician support/placing an account on test/etc.
N/A
N/A Y/N

N/A Excellent- Agent asks all necessary probing questions

that focus on the root of the customer's issue.
Average- Lack of 1 necessary probing question.
NI- Lack of 2 or more necessary probing questions
AND/OR asking irrelevant questions that affected the call
negatively

N/A Yes
No- insufficient troubleshooting
No - insufficient troubleshooting due to lack of necessary
troubleshooting probing questions
No - inappropriate/incorrect battery replacement offered
No- premature transfer to FSS
No- premature offering to replace equipment
No- customer refused to troubleshoot due to the agent
N/A- customer refused to troubleshoot due their own
decision
N/A- customer not at home
N/A- internet Issues (proven by insufficient upload speed)
N/A - the tech issue didn't need to be resolved over the
phone.
N/A- Other
N/A Y/N

N/A Y/N

[text box]
0 Y/N
0 Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

N/A Y/N

N/A Y/N

0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]
N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

Y/N

N/A
Yes
No
No - the only building value statement used was "Do you understand
the importance of having a security system in your home?"

N/A
N/A Yes - All attempts made
No - Lacking in redirecting by asking a building value question
No - Lacking transition to resolution/offer
No - Lacking repetition
No - An attempt was actually irrelevant to the customer's needs

N/A Y/N

[text box]
 GUIDANCE
0

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't follow
the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under FOLLOW
THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the customer
to.

•After any response, the agent must proceed by using their opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using their
opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception: DCC)

•If the agent fails to "simply confirm if the phone number on file is active", but instead asks
if the customer would like to add the +800 number on file, then we wouldn't mark them
down under Updating Customer Information, but rather just put as opportunity.

•If there are two dispositions that would work and both issues took about the same amount
of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more time
than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time than issue
#2, then use issue #1 disposition. If the issues take roughly the same amount of time, don't
mark down for note disposition, but rather mark as opportunity, if anything. There are times
that technically either disposition would be appropriate. Majority of the time, agents will
select the disposition that aligns with the reason the customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can understand
their concerns, and respond empathetically without making premature assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and refrain
from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is actively
listening. This means conversational clarifying questions don't count as probing questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what the
customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer to
repeat or clarify what they said though the customer was very clear the first time, mark
down.

•The agent must not lose their cool.

•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation, or
excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter as
well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t correspond to
the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?
•The agent must inquire to the customer if they have any other issues or concerns until the
customer says they don't have any other concerns. If they accomplish this during the call,
mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the customer if
there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they were
unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues or
questions, then mark 'yes'.

•If troubleshooting was not needed in this call, answer all 'TS:' questions as N/A.
Using the app as a way of troubleshooting a piece of equipment isn't necessarily considered
troubleshooting the app.
•Collecting number/information from the equipment/panel alone, that doesn't mean that
they're troubleshooting that piece of equipment.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•This parameter requires analysts to make a judgement call whether to mark down or not.
Analysts are encouraged to look at the big picture. Only mark down within reason.
•Getting the customer to identify the trouble piece of equipment is part of making a genuine
attempts to get the customer to troubleshoot. Sending a picture of the sensor without
offering to assist the customer identify the sensor should result in a markdown.
•So long as the agent made a genuine attempt to get the customer to troubleshoot, mark
yes. BUT if the customer is in the middle of troubleshooting and declines to continue to
troubleshoot because it's too much work or stress on their part, the agent must make an
attempt to get the customer to continue troubleshooting. Ex: "I understand. I should let you
know though that we actually only have two more simple steps and your issue may be
resolved. Can you complete two more simple steps with me?" or else they may be marked
'no'.
•Joseph and Rey will provide 3 most common scenarios and indicate the best course of
action in each scenario. ALSO the link to wiki 3 attempts.

•If no troubleshooting was performed, the agent should be marked 'NA' on this.
•If marking no, analyst must list the probing question[s] that were needed.
•Conversational clarifying questions don't count as probing questions, as that would fall
under Actively Listening parameter.
•Asking a question while troubleshooting that was already answered by the customer is
considered an irrelevant question.
•There may be times that this is marked down, yet FCR questions aren't marked down.

•This parameter is only in regards to the issues that were brought up by the caller/agent
•Mark 'No-Insufficient Troubleshooting' if the agent skipped or omitted necessary steps
troubleshooting or the troubleshooting as a whole, and/or if the agent didn't obtain upload
speed at all. Note: Skipping getting upload speed is allowed only upon supervisor approval,
and if that isn't notated, then it didn't happen.
•Mark 'No- Customer refused to troubleshoot due to the agent' if agent tone/verbiage was
lazy/sarcastic/off-putting/demanding/rude, resulting in the customer declining to
troubleshoot.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•We can also mark 'N/A- Internet Issues (proven by insufficient upload speed)' if the
customer themselves states their internet isn't working.
•As of 1/22/24, the only pieces of equipment that would require internet would be: getting
the Alula panel online, and cameras.
•In cases where the agent is working to get the panel online and working properly, and at
the end of the call they are unable to get the panel online, they must also offer firmware
update.
•'No - failed to check if it fixed the issue': So Rey will add to wiki what needs to be done in
order for the agent to know if their troubleshooting worked. Until that's added to wiki, if the
agent did the correct troubleshooting steps aside from that, we can mark em yes.
•Most of the time, agents will/should shoot for two attempts at fixing the issue over the
phone before offering to send a tech/replacing the equipment.*
• If an agent fails to perform a cellular communication test prior to resetting the panel, mark
as opportunity only.
•If the there were trouble conditions left unaddressed per
Pando*/Securenet/COPS/ADC/Alula, yet the call was ended by the customer or per
customer request, then mark down.
*This is not talking about notes in Pando, but rather trouble conditions in Pando.
*If the agent didn't have a need to go to the screen with the trouble conditions in order to
resolve the customer's equipment/technical issue, then we don't expect the agent to bring
up those trouble conditions. So you would mark N/A.
However, if they proactively view trouble conditions anyway, they should get the points for
that, so mark yes.
•If there was a trouble condition that the agent should have brought up to the customer to
resolve, yet it is from more than seven days ago, put it as opportunity.
•Because there is no way for us to know what the agent saw in the app at the time of the
call, if the agent should have brought up an concern from what the agent is seeing on the
app, yet didn't, generally mark as opportunity.
•A markdown here means a markdown under FCR as well.

•If the agent (or customer) wants to skip getting a current (obtained within two days) upload
speed and rather use a previously (2+ days ago) obtained upload speed or skip it altogether,
they need to obtain and notate supervisor approval for us not to take it against them.
• When getting upload speed, and the agent fails to have the customer press "show more",
mark down. The initial speed displayed on the screen is the download speed, not the upload
speed.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the agent
could have done better to sell the customer experience/make the call a ‘Wow Call’ while on
the call. Customers want a resolution, but they also want a positive, memorable experience
that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in order
to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions, it
can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR NO
BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO WHAT
THEY COULD to make the customer happy in the moment? Aka, what DOES THE AGENT
NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call' while on the
call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to the
customer in the moment, you would also mark down ‘Happy’. There may also be other
reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other ways
did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to make
the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of providing
FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they would
do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
•So long as the agent followed a close variation of the script on wiki- it must
communicate the same idea as what's in wiki.
•Keep in mind that the status of the equipment can change from the time of the call
to the time of the evaluation, so you have to take the agent's word for it if they are
saying it's listed as 'Out Of Stock'.

If a customer with an overdue balance can only make a partial payment, the non-
billing agent has the option to process this payment, although it's not mandatory.
Alternatively, the agent can transfer the customer to the Billing department to
handle the partial payment.
If the agent didn't check the other account for past due, mark as opportunity only

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer and
the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions and
BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value during
the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.

Yes 5 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 2 pts. (3 pts)
•Lacking in two categories: subtract 3 pts. (2 pt)
•Lacking in all three categories: subtract all 5 pts. (0 pts)

•(DCC: This is in regards to chats, not emails.)

Did the agent follow the correct format in the email?

Did th agent use the correct script/verbiage?
 WIKI LINK

Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

For email it has to be within 30
days that the verification was
done. For chat, so long as its's on
the same threat, we only have to
verify once. Adrian will ensure this
is in wiki.
Changing Phone Numbers and Email and Emergency Contacts
(RP’s) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all

Departments - Alder (helpjuice.com)

0
 0

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

0
0

0
 Get more guidance from Rey. Add
0 wiki link.

Kate will ask Rey if he is interested

in adding sample troubleshooting
probing questions to TS wiki
0 articles.

0
 0

Running an Internet Speed Test Using Fast.com - Alder

(helpjuice.com)

0
 0

Alder Support Directory - Alder (helpjuice.com)

0
Out of Stock/Approved Not Shipped Verbiage - Alder
(helpjuice.com)

https://alder2.helpjuice.com/policies/replacing-equipment?
from_search=146982880

Past Due Accounts - Alder (helpjuice.com)

Buyout Check Procedure (BOC) - Alder (helpjuice.com)

Credit Requests - Alder (helpjuice.com)

General Statements & One-Liners - Alder (helpjuice.com)

Building Value - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)

0
WEIGHT
 S
PARAMETERS
 SALES DEFINITIONS
N/A RESPONSES
GUIDANCE
WIKI LINK
 ICE: PRE-INSTALL
WEIGHT #
0 14

1 12

1 13

1
1

1
1

1
1

- 14
1 15
1 16
2 17

1 18
1 19
1 20

1 21
1 22
1 23
2 24
3 25
4 26

2 27

2 28
2 29
3 30
2 31

2 32
2 33

2 34
1 35
1 36
1 37
1 38
2 39

1 40
1 41
1 42

1 43

1 44
0 45
0 46
0 47

0 48

- 49
56
 ICE: PRE-INSTALL SURVEY DEFINITIO
PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Updating Customer Information

Note Disposition

Confident

Natural Conversation
Actively Listening

Language Fluency
Conciliatory/Receptive

Others

[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]

Did the agent introduce themselves to the AIS Rep?
Did the agent verify the customer’s first and last name with the AIS Rep?
Did the agent take time to verify the documents on file and confirm this with the
AIS Rep?

Did the agent ask if they are speaking to (customer name)?

Did the agent introduce themselves to the customer?
Did the agent welcome the customer to the Alder Family?

Did the agent ask the customer if they may proceed with the survey?
Did the agent ask the customer to verify that the equipment list is correct?
Did the agent mention the Alder Simple Panel (or equivalent)?
Did the agent verify sensors?
Did the agent state the Audio/Video Equipment that is listed on the SES?
Did the agent state the Audio/Video Equipment that is not listed on the SES by
stating “ZERO outdoor cameras, ZERO indoor cameras, or ZERO doorbell
cameras” if applicable?
Did the agent ask if there is anything else the customer is expecting to receive in
the future that is not listed on the order form?

Did the agent confirm the shipping address?

Did the agent confirm the site/monitoring address?
Did the agent ask if they are currently living at the address or moving soon?
Did the agent ask if the customer understands their agreement has an initial term
of XX months?

Did the agent ask the customer if they understand this is a self-install security
system?
Did the agent ask the customer if they understand Alder is not the same company
as their cable, satellite, tv, internet, or other service providers?

Did the agent confirm the initial payment amount with the customer?
Did the agent confirm the monitoring rate with the customer?
Did the agent confirm the payment date with the customer?
Did the agent inform the customer of the $3 CC aka convenience fee, if
applicable?
Did the agent ask the customer if they understand they have a 30-day trial
period?
Did the agent inform the customer of the $50 restocking fee and that they would
also be responsible to return their equipment?

Did the agent verify primary phone number?

Did the agent verify email address?
Did the agent verify verbal password?

Did the agent inform the customer about the alarm user permit?

Did the agent inform the customer of the special offer of a free month promotion?
At any point during the agent-to-customer conversation did the sales rep speak?
At any point during the call did the sales rep argue with the customer?
Did the agent upload the call by the end of their shift?
Did the agent create the ticket properly?
Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?

BODY (SURVEY) EXPLANATION]

Pre-Install Survey Script
Urgent Escalation Guidance
Calibration ICE: Pre-Install Survey MS Form
Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

If the customer gives an answer to a question that calls for action on the agent's part, if the agent doesn't take
that necessary action (editing Pando/reaching out to the rep/etc.), then they must be marked down at least in
that cooresponding parameter. You can also mark down Others for tools utilization, if applicable.
If they veer too far off the script, so they don't hit the key points, then mark them down.
Follow Urgent Escalation procedure if there is concern for Sales rep failures, not just ICE agent failures. For
example, the Sales rep clearly didn't explain something important to the customer or misinformed them.
SURVEY DEFINITIONS
N/A RESPONSES GUIDANCE
0 Ghost Policy •If there is any concern for call avoidance, follow the
Inappropriate Disconnect guidance in P&P doc Urgent Escalation Guidance. The
Failing to Disconnect analyst must treat this as egregious behavior.
Call Abuse •If the actions causing the markdown in call avoidance
Transfer Abuse results in a failure in any other parameter, mark down both
Hold Abuse parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold,
No Concern for Call Avoidance that is concerning for call avoidance. If it's an issue that is
difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know
so they can add your name to the Title tab.
•For the ICE Activation campaign specifically, we may call
each phone number twice, so that isn't concern for call
abuse.

N/A Yes •'No-Flawed Reporting' is to be used when an agent makes

No-Flawed Reporting a DNC report, but doesn't follow the DNC policy fully.
No-Failed to Report •If an agent failed to report, that does also mean they will
be marked down under FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

0 Yes •Cold: the transferring agent will document the department

No - failed to leave a note they transferred the customer to.
No - incomplete/incorrect note

0 Y/N •After any response, the agent must proceed by using their
opening spiel (4 second buffer).
•DCC: with chats, after the customer's initial message, the
agent must proceed by using their opening spiel (5 second
buffer). If email, mark N/A.

0 Y/N •If the agent fails to "simply confirm if the phone number
on file is active", but instead asks if the customer would like
to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but
rather just put as opportunity.
0 Y/N •If there are two dispositions that would work and both
issues took about the same amount of time, just mark as
opportunity, if anything.
•For example, if a customer calls in about issue #1, but
during the call, there is also discussion about another issue,
we'll call it issue #2, and issue #2 takes up easily more time
than issue #1, then use issue #2 disposition. If issue #1 takes
up easily more time than issue #2, then use issue #1
disposition. If the issues take roughly the same amount of
time, don't mark down for note disposition, but rather mark
as opportunity, if anything. There are times that technically
either disposition would be appropriate. Majority of the
time, agents will select the disposition that aligns with the
reason the customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time
we talk about note disposition markdowns is when we
notice egregious trends.

0 Y/N •The agent did what they could with their tone and context
to sound like an expert in everything they talk about.

0 Y/N •The agent must avoid seeming robotic and make the
interaction feel natural. To create rapport and trust with the
caller, the agent adjusts their communication style. This
may mean being flexible and dynamic with the call flow, as
needed.
0 Y/N •It’s fully concentrating on what the customer is saying and
meaning, so you can understand their concerns, and
respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying
questions when needed, and refrain from interrupting. (For
DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked
down here.
•So conversational clarifying questions falls under this, as it
reflects that the agent is actively listening. This means
conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying,
it may be that the agent is allowing the customer to speak
further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says
(background noise), in addition to what the customer says. "
•If we notice parroting, don't mark down, but rather mark
as opportunity, if it negatively affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If
the agent asks the customer to repeat or clarify what they
said though the customer was very clear the first time, mark
down.

0 • Yes 0
• No - Comprehension
• No - Verbal - Lack of
vocabulary
• No - Verbal - Incorrect verbal
grammar
• No - Verbal - Incomprehensible
speech
• No - Written - Lack of
vocabulary
• No - Written - Incorrect
written grammar
• No - Written -
Incomprehensible spelling
0 Y/N •The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or
favor or to reduce hostility, make someone less angry or
hostile or put an end to or suppress their anger, agitation, or
excitement.
•Agents will be marked down if they have a confrontational
or defensive tone.
•Agents will be marked down if they show rudeness,
condescending/belittling, or shaming.
•If an agent is being so indifferent that it negatively affects
the call, that is not being a peacemaker, and therefore will
be marked down under conciliatory/receptive parameter as
well as any other applicable parameter.

0 Y/N •Worth no weight.

•To be marked down when the agent wants to provide
feedback that doesn’t correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on
outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps
as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions
parameter.
•Hold/note policy will fall under others if not listed above?

[text box]
Y/N
Y/N
Y/N The receiving ICE agent will voice a summary of what they
found on the docs to verify with the AIS rep (at least term
length, RMR, and equipment list)

Y/N
Y/N
Y/N This must be mentioned at least once, any point in the call.
Preferably in the opening and closing of the call.
If they veer toooo far off the script so they don't hit the key
points, then mark them down.

Y/N
Y/N
Y/N
Y/N
 Y/N •Agent must specify camera type
Y/N •This is only required for audio/video equipment, not
sensors and other equipment types.
•Must use the word 'zero', rather than the word 'no'.

Y/N

Y/N
Y/N
Y/N
Y/N

Y/N
Y/N

Y/N
Y/N
Y/N
Y/N This is not applicable if customer is on ACH.
Y/N
Y/N

Y/N
Y/N
Y/N As long as the VP sounds like what we have on file, no need
to spell it out or have the customer spell it out.
Y/N •ICE agents don't have to educate on this- it's the customer
that has to google it because it's different depending on
where they live.

Y/N
Y/N
Y/N Escalate ASAP. See Urgent Escalations P&P article.
Y/N
Y/N
0 No •If you mark anything other than 'No' on this parameter, be
Myself sure to explain why the customer could benefit from a
Another Analyst callback in the following FCR explanation box.
Messaged the agent's TL for a
callback

[text box]
 WIKI LINK
Identifying Call Avoidance - Alder
(helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder

(helpjuice.com)

Notes: Dispositions, Etiquette and Templates

for all Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder

(helpjuice.com)

Changing Phone Numbers and Email and

Emergency Contacts (RP’s) - Alder
(helpjuice.com)
Agents need to reach out to sales rep
when updating phone numbers and
other customer information. And inform
the customer to clarify about the
discrepancy. Agent will let the cx know
that sales rep will be contacting them.
Notes: Dispositions, Etiquette and Templates
for all Departments - Alder (helpjuice.com)

Rep/Tech Called In: survey security pre /

verification or NVR one
0

0
0

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder
(helpjuice.com)

0
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Tristan will get it on wiki.
 I
WEIGHT #
0 11

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- 31
 ICE: ACTIVATION C
PARAMETERS
Call Avoidance

DNC

Immediate Response

Updating Customer Information

Note Disposition

Confident

Natural Conversation
Actively Listening

Language Fluency

Conciliatory/Receptive

Others
[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]
Did the agent discuss the following key points with the customer?

Did the agent ask the customer if they received their order?

If the customer did not receive the order, did the agent confirm the address?
If the customer did not receive the order, did the agent inform the customer of
the delivery date?

If the customer did not receive the order, did the agent ask the customer to check
with neighbors or leasing office?

If the customer did not receive the order, and #18 and #19 are 'yes', and the
customer believes it may have been stolen, did the agent ask the customer to file
a police report?
Did the agent remind the customer of the (1/4/7/14/21/28/30) day promotion?

Did the agent ask the customer if they need assistance with the setup?
FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific phone
number and corresponding operating days/hours?
If the customer does not need assistance and plans on installing on their own, did
the agent send the free month rebate form via text or email?

Did the agent leave a note stating which day the customer was being contacted
on?

Did the agent use the correct note template?

Did the agent follow the script?

Would this customer benefit from a call back that is not already scheduled? If yes, who is responsible
for this callback?
[BODY EXPLANATION]

Wiki Article for Activation Campaign

Urgent Escalation Guidance
Calibration ICE: Activation Campaign Template

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only provide
the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

If the customer gives an answer to a question that calls for action on the agent's part, if the agent doesn't take
that necessary action (editing Pando/reaching out to the rep/etc.), then they must be marked down at least in
that cooresponding parameter. You can also mark down Others for tools utilization, if applicable.
If they veer too far off the script, so they don't hit the key points, then mark them down.
Follow Urgent Escalation procedure if there is concern for Sales rep failures, not just ICE agent failures. For
example, the Sales rep clearly didn't explain something important to the customer or misinformed them.
CE: ACTIVATION CAMPAIGN DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

0 Y/N

0 Y/N
 [text box]
N/A Y/N

N/A Y/N

N/A Y/N
N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N

N/A Y/N
N/A Y/N

N/A Y/N

N/A Y/N

Y/N

N/A Y/N
N/A No
Myself
Another Analyst
Messaged the agent's TL for a callback
 [text box]

mplate
 GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.

•If the agent fails to "simply confirm if the phone number on file is active", but instead
asks if the customer would like to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but rather just put as opportunity.

•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to
what the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.

•The agent must not lose their cool.

•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive
parameter as well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?
Agent will either ask the customer if they received the order or verify.
We can't mark them down if it's in the notes that they received it.
If the customer tells us outright, then there's no need to ask it, so mark N/A.

Day 1: Remind the customer to install within 7 days and they’ll qualify for their 3rd
month free.
Day 4: Remind the customer to install within 3 days and they’ll qualify for their 3rd
month free.
Day 7: Remind the customer TODAY is their last day to install to qualify for their 3rd
month free.
Day 14: Remind the customer that their free month promotion has been extended by 15
days.
Day 21: Remind the customer that their free month promotion expires in 9 days.
Day 28: Remind the customer that their free month promotion expires today.
Day 30: Remind the customer that their free month promotion expires today. (Last
attempt to push install, we use this on days 28 and 30)

This should only be brought up if it sounds like the customer neeeds this.

(all ICE agents have access to this form with a sharable link found on the ICE Sharepoint)
•If they didn't note that they sent it, then we have to assume it wasn't done.

(This can be determined by checking the delivery date of the initial shipment)
This is in regards specifically to whether or not the day the customer was being
contacted on, not the other parts of the note.
Agents should use the general note template.

This does not have to be verbatim; it only needs to cover the general idea.
•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
 WIKI LINK
Identifying Call Avoidance -
Alder (helpjuice.com)

Do Not Call Request Policy

(TCPA) - Alder
(helpjuice.com)

General Call Handling

Procedure - Alder
(helpjuice.com)

Changing Phone Numbers

and Email and Emergency
Contacts (RP’s) - Alder
(helpjuice.com)

Notes: Dispositions,
Etiquette and Templates
for all Departments - Alder
(helpjuice.com)

Tech Support: System Installation Verification

0

0
0

Language Fluency - Final

Draft.docx

Supervisor and Escalated

Call Policy - Alder
(helpjuice.com)

0
 Tristan will add splash text to this link so it says the
Activation Campaign - Alder days.
(helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)

0
Dialed #: Answered or No Answer
If Answered: (What was discussed?)
If Not Answered: (Left voicemail and texted customer; if
applicable)
Verbal Password: [Customer verbal password]
 WEIGHT #
0

1
1

0
1 18

3 19

3 20

3 21

5 22

23

10 24

3 25

26

10

1
-
 ICE: FUNDING CA
PARAMETERS
Call Avoidance

DNC

Immediate Response

Updating Customer Information

Note Disposition

Confident

Natural Conversation
Actively Listening

Language Fluency

Conciliatory/Receptive

Others
[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]
Did the agent ask the customer, verifying that they received the order?

If the customer did not receive the order, did the agent ask the customer if they
have enough time to do a quick 3-4 minute survey for missing initial DIY
equipment?
If there was a piece of equipment shipped separately, did the agent check with
the customer that they received that piece of equipment?

If a piece of equipment is missing, did the agent follow Shipment Issues

procedure?

Did the agent state the exact date of their 3rd monthly payment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?
If the customer does not need assistance and installed on their own, did the
agent send the free month rebate form via text?

Did the agent use the correct note template?

If the customer declined to fill out the form now, did the agent send the
customer a link to the rebate form to fill out later?

Did the agent close the ticket as 'Completed - Installed/Fundable' or'Completed -

Funding call not complete'?

Did the agent do the funding call survey with the customer over the phone and
fill out the free month rebate form for the customer and close the ticket as
'Completed – Installed/Fundable'/'Completed - Not Fundable'? Installed -

Did the agent follow the script?

Would this customer benefit from a call back that is not already scheduled? If yes, who is
responsible for this callback?

[BODY EXPLANATION]

Funding Call Script and Process

ICE Sharepoint
Urgent Escalation Guidance
Calibration ICE: Funding Call/Installed Template

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only
provide the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

If the customer gives an answer to a question that calls for action on the agent's part, if the agent doesn't
take that necessary action (editing Pando/reaching out to the rep/etc.), then they must be marked down at
least in that cooresponding parameter. You can also mark down Others for tools utilization, if applicable.
If they veer too far off the script, so they don't hit the key points, then mark them down.

Follow Urgent Escalation procedure if there is concern for Sales rep failures, not just ICE agent failures. For
example, the Sales rep clearly didn't explain something important to the customer or misinformed them.

If stolen and installed, or activated in memphis and shipped to the customer, you would mark many of these
parameters as N/A.
ICE: FUNDING CALL/INSTALLED DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

0 Y/N

0 Y/N
 [text box]
N/A Y/N

N/A Y/N

N/A

N/A

N/A Y/N

N/A Y/N

N/A Y/N

Y/N

N/A

N/A Y/N

N/A Y/N
 0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]

Template

•If camera issues, proceed with funding call and complete

the ticket.
•If sensor issues, then don't continue with the funding call
and do not complete the ticket.
•Still fill Free Month Rebate form out if the panel is installed.
S
GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.

•If the agent fails to "simply confirm if the phone number on file is active", but instead
asks if the customer would like to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but rather just put as opportunity.

•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to
what the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.

•The agent must not lose their cool.

•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive
parameter as well as any other applicable parameter.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?
The agent must still ask this even if it shows 'online' in Pando.
Must ask every time

Agent must list out all peices of equipment (ex: 4 D/W sensors)

Please note the structure of payments:

1st Payment: Initial Payment/1st Month,
2nd Payment: 1st Automatically Drafted Payment/2nd Month,
3rd Payment: 2nd Automatically Drafted Payment/3rd Month

Most of the time, they will have already filled it out, so you would mark N/A.

Agents should use the general note template.

Mark this as a 'no' if the agent didn't attempt to get the customer to fill this out?
If the status is incorrectly marked or not marked at all on the ticket, mark 'no'.
The customer doesn't have to have completed the free month rebate form.

This does not have to be verbatim; it only needs to cover the general idea.
•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.
 WIKI LINK
Identifying Call Avoidance -
Alder (helpjuice.com)

Do Not Call Request Policy

(TCPA) - Alder
(helpjuice.com)

General Call Handling

Procedure - Alder
(helpjuice.com)

Changing Phone Numbers

and Email and Emergency
Contacts (RP’s) - Alder
(helpjuice.com)

Notes: Dispositions,
Etiquette and Templates
for all Departments - Alder
(helpjuice.com)

Rebate Call'
Account - Rebate
Information: Tristan
will update wiki as
needed
0

0
0

Language Fluency - Final

Draft.docx

Supervisor and Escalated

Call Policy - Alder
(helpjuice.com)

0
Shipment Issues article

In this process, Tristan

included the specific
process for backorders
specifically.

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)
0
Outbound Campaign – Funding Call/Installed
Dialed #: Answered or No Answer
If Answered: (What was discussed?)
The agent should do the survey with the customer over the phone and fill
out the free month rebate form for the customer and close the ticket as
Completed – Installed/Fundable
If Not Answered: (Left voicemail and texted customer; if applicable)
The agent should leave a voicemail, send an SMS with a link to the rebate
form if possible and close the ticket as Completed – Funding Call Not
Complete
Verbal Password: [Customer verbal password]
 WEIGHT #
0 11

1 12

1 13

1
1

1
1

0.5

14
0 15
5 16
10 17

5 18

3 19

10 20

5 21

5 22

5 23

24
25

26

27

28
 29

30
31

61.5
 ICE: SAVE
PARAMETERS
Call Avoidance

DNC

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Transfer procedure
Hold Policy

Note Disposition

Natural Conversation

Confident

Actively Listening
Maintained a positive tone

Language Fluency

Conciliatory/Receptive

Empathy/Sympathy

Others

[INTRO/TONE/COMPANY POLICY/OTHERS EXPLANATION]

Did this ROR customer mention concessions offered by their sales rep?
Did the agent use enough relevant probing questions to find the REAL root of
the issue?
Did the agent make 2 full and correct attempts to save before ending the call /
transferring?

Did the agent try to find common ground / try to compromise to reach an
agreement that's acceptable to both parties?

Did the agent balance respect and persistence when negotiating to get a
save/renewal?

Were concessions offered that were applicable to customer’s concerns?

Did they start small and gradually increase?

Did the agent make an ownership statement?

Did the agent build value?

[BODY EXPLANATION]
FCR: Did the agent do what they could to provide a correct and lasting resolution?

FCR: Did they do what they could to make the customer happy in the moment?

FCR: If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?

FCR: To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-up?
Would this customer benefit from a call back that is not already scheduled? If yes, who is
responsible for this callback?

[FCR EXPLANTION]
Did the agent offer a CSAT survey clearly?

Opportunity: To mark as opportunity, means that rather than marking down on a parameter, you only
provide the feedback and escalate accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent isn't expected to know of the policy due to lack of
communication from leadership, miscommunication/lack of clarity by leadership, etc.
Tone is the attitude an agent expresses towards the content within the conversation. Therefore, the
parameters that fall under tone are taking into account tone AND context.
For FCR, if a premature transfer, just mark down under FCR best resolution, and if the transfer wasn't even
needed, yet they transferred anyway, mark N/A under FCR transfer.
If the call ended prematurely, and the agent didn't attempt to call the customer back within two minutes,
mark down under at least: best resolution/minimize, happy in the moment, and follow-through.

Misinformation: If we can prove that misinformation was done by the agent to the caller during the call, the
agent should be marked down. Markdowns resulting from misinformation depends on the individual call and
situation. Misinformation often results in a markdown on FCR, and usually results in marking down other
parameters as well.

Urgent Escalation Guidance

Calibration Loyalty Template
ICE: SAVE ATTEMPT DEFINITIONS
N/A RESPONSES
0 Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

N/A Yes
No-Flawed Reporting
No-Failed to Report

0 Yes
No - failed to leave a note
No - incomplete/incorrect note

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 Y/N

0 Y/N

0 Y/N

0 Y/N
0 Y/N

0 • Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

0 Y/N

0 Y/N

0 Y/N

[text box]
Y/N
N/A Excellent- Agent asks all necessary probing
questions that focus on the root of the
customer's issue.
Average- Lack of 1 necessary probing
question.
NI- Lack of 2 or more necessary probing
questions AND/OR asking irrelevant
questions.
N/A
N/A Yes - All attempts made
No - Lacking in redirecting by asking a
building value question
No - Lacking transition to resolution/offer
No - Lacking repetition
No - An attempt was actually irrelevant to
the customer's needs

N/A Y/N

N/A Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence needed

N/A Y/N

N/A Y/N

N/A Y/N

N/A Yes
No
No - the only building value statement used
was "Do you understand the importance of
having a security system in your home?"

[text box]
0 Y/N

0 Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer experience
No - other

N/A Y/N

N/A Y/N
0 No
Myself
Another Analyst
Messaged the agent's TL for a callback

[text box]
N/A Y/N

(for now)
 GUIDANCE
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the
customer to.

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception:
DCC)
•If the agent fails to "simply confirm if the phone number on file is active", but instead
asks if the customer would like to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but rather just put as opportunity.

•Call riding during a transfer will be marked down here, as well as other transfer
technicalities.
•Transfer Procedure: Agent must not stay on the line for more than 10 seconds (Warm
Transfer). Buffer for 5 seconds before 2 minutes of cold transfer and up to 10–15
seconds after 2 minutes of waiting for cold transfer.
•Hold Policy offenses become concern for call avoidance if the agent leaves the
customer on hold for excessive amounts of time. This is especially concerning if there is
no good reason for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and
hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.

•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to
what the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.
Maintain a positive tone throughout the conversation.

•The agent must not lose their cool.

•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive
parameter as well as any other applicable parameter.

•If there was a specific time in the call in which the agent definitely needed to show
empathy/sympathy, and they failed to do so, mark down.

•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

If marking no, analyst must list the probing question[s] that were needed.
Yes 5 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 2 pts. (3 pts)
•Lacking in two categories: subtract 3 pts. (2 pt)
•Lacking in all three categories: subtract all 5 pts. (0 pts)

•Failure to set clear expectation when offering/explaining a renewal will also be marked
down here.

•If agent is TOO quick to tell the customer the amounts and contract info, please do
mark as opportunity for the agent. Agents know to avoid giving amounts and contract
info over the phone if the buyout amount is less than $1,315.
•If an agent is failing to try to explain things enough, such as concessions they offer,
when trying to get a save/renewal... that is lacking persistence.

•Because the agent didn't identify the root cause, then the concession offered were not
applicable. So mark no.
•If the agent didn't explain the concession enough, it doesn't count.
•If a billing agent fails to identify and address the customer's non-billing issue if needed,
then mark 'no' as they are either lacking concessions or the concessions are not
appplicable to the customer's concerns.

If they didn't offer concession(s) or the concession(s) they offerered weren't applicable
to customer's concerns, mark as N/A.
•If the concessions that were offered weren't overly grand, that is a good sign that you
should mark 'yes'.

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer
and the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions
and BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value
during the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.
If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-
specific phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-
up?',
then FCR should not be marked down as well.

•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the
agent could have done better to sell the customer experience/make the call a ‘Wow
Call’ while on the call. Customers want a resolution, but they also want a positive,
memorable experience that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in
order to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions,
it can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR
NO BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO
WHAT THEY COULD to make the customer happy in the moment? Aka, what DOES THE
AGENT NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call'
while on the call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to
the customer in the moment, you would also mark down ‘Happy’. There may also be
other reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other
ways did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to
make the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of
providing FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they
would do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.
•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.

•Agents should be marked down under CSAT if they wait 4 seconds or more to end the
call after their CSAT pitch.
•As long as the agent clearly stated there will be a survey after the end of the call, then
just mark yes-- they don't have to say 3-question.
 WIKI LINK
Identifying Call Avoidance -
Alder (helpjuice.com)

Do Not Call Request Policy

(TCPA) - Alder
(helpjuice.com) 0.5pts for flawed reporing
QA people need to be CCd- update the names
Ask for another phone number is a good
practice.
Will texts go through if they are added to DNC,
Glen?
Notes: Dispositions,
Etiquette and Templates
for all Departments - Alder
(helpjuice.com)

General Call Handling

Procedure - Alder
(helpjuice.com)

Verification Policy - Alder

(helpjuice.com)
Changing Phone Numbers
and Email and Emergency
Contacts (RP’s) - Alder
(helpjuice.com) Find the link for 800+
Does CC change fall under this. prob not ill check
w analysts ICE agents are expected to do.
Transfer Guide - Alder
(helpjuice.com)

Not FCR type stuffs

Hold Handling Policy -
Alder (helpjuice.com)

Notes: Dispositions,
Etiquette and Templates
for all Departments - Alder
(helpjuice.com)

Tertiary dispositions
0

Parroting- is this something we want to look for

and mark down?
Positive Words & Empathy
Statements - Alder
(helpjuice.com)
Language Fluency - Final
Draft.docx

Supervisor and Escalated

Call Policy - Alder
(helpjuice.com)

Positive Words & Empathy

Statements - Alder
(helpjuice.com)
0

General Statements &

One-Liners - Alder
(helpjuice.com)

Average 2.5pts
that affected the call negatively- ask Neal and
others
Reason being, typically, asking irrelevant
questions escalates the customer or shows that
the agent doesn't know what they're doing (not
proficient at their job)
Cancellation Process -
Alder (helpjuice.com)

*** points are off

Take out correct attempts?
0
This is Loyalty guidance. Guidance specific to
ICE.
0

Take out that guidance for ICE w/ the amts.

0

Typically, anything we can offer that will

address/resolve the customer's issue/concern.
0

General Statements &

One-Liners - Alder
(helpjuice.com)

Building Value - Alder

(helpjuice.com)
0

Alder Support Directory -

Alder (helpjuice.com)

0
0

General Call Handling

Procedure - Alder
(helpjuice.com)
DEFINITIONS MASTER LIST

Call Avoidance

DNC N/A

Note Policy

Immediate Response

Verification Policy

Updating Customer Information

Hold Policy

Transfer procedure
Note Disposition

Natural Conversation

Confident

Actively Listening

Maintained a positive tone

Natural Conversation
Language Fluency

Conciliatory/Receptive

Empathy/Sympathy
Others

Did the agent inquire to the N/A

customer if they have any other
issues or concerns until the
customer replies no?

Did the agent make 2 full and N/A

correct attempts to save before
ending the call / transferring?

Did the agent make an ownership N/A

statement?

Did the agent build value? N/A

Did the agent follow Past Due N/A
Policy?

If relevant equipment is out of N/A

stock or on backorder, did the
agent use appropriate verbiage?

If the customer is calling about N/A

BOC, did they follow the policy for
addressing BOC inquiries?

If the customer is calling asking N/A

about a credit, did they follow the
policy for addressing credit
inquiries?
During the closing of the call, did N/A
the agent re-confirm/summarize
the call (if more than one single
action was done)?

During the closing of the call, did N/A

the agent re-confirm/summarize
the call?
FCR: Did the agent do what they could to
provide a correct and lasting resolution?
FCR: Did they do what they could to make
the customer happy in the moment?

FCR: If needed, did the agent offer a call N/A

back, a transfer, or provide the correct
queue-specific phone number and
corresponding operating days/hours?

FCR: To our knowledge, did the agent N/A

FOLLOW THROUGH with calling the
customer back, as promised / take the
appropriate action to ensure the customer
gets the needed follow-up?

Would this customer benefit from a call

back that is not already scheduled? If yes,
who is responsible for this callback?

Did the agent offer a CSAT survey N/A

clearly?
Opportunity: To mark as opportunity, means
that rather than marking down on a parameter,
you only provide the feedback and escalate
accordingly. Opportunities can be in goals.
Analysts can 'mark as opportunity' if the agent
isn't expected to know of the policy due to lack
of communication from leadership,
miscommunication/lack of clarity by leadership,
etc.

Tone is the attitude an agent expresses

towards the content within the conversation.
Therefore, the parameters that fall under tone
are taking into account tone AND context.

For FCR, if a premature transfer, just mark

down under FCR best resolution, and if the
transfer wasn't even needed, yet they
transferred anyway, mark N/A under FCR
transfer.

If the call ended prematurely, and the agent

didn't attempt to call the customer back within
two minutes, mark down under at least: best
resolution/minimize, happy in the moment,
and follow-through.
What equipment was brought up N/A
that needed to be troubleshot?

TS: Did the agent make an N/A

appropriate amount of genuine
attempts to get the customer to
troubleshoot?
TS: Did the agent ask all necessary N/A
probing questions regarding
equipment/technical issues?

TS: Did the agent resolve the N/A

troubleshooting issue(s) over the
phone as much as they could?
TS: Was the agent proactive in N/A
utilizing their tools to identify and
bring up potential issues while the
customer was on the call?

Did the agent use the correct website to N/A

obtain upload speed?

During the closing of the call, did N/A

the agent re-confirm/summarize
the call (if more than one action
was done)?

If there is a call in which troubleshooting is

necessary, yet the agent doesn't make
sufficient attempts to do the troubleshooting,
they will be marked down under all parameters
with the TS marking.

Misinformation: If we can prove that

misinformation was done by the agent to the
caller during the call, the agent should be
marked down. Markdowns resulting from
misinformation depends on the individual call
and situation. Misinformation often results in a
markdown on FCR, and usually results in
marking down other parameters as well.
Rey has asked us to pay special attention to
instances where the agent communicates
inaccurately or inappropriately sets
expectations, specifically concerning credits.
•Guidance to help you to know what would be
considered inappropriately offering credit:
Approvals For Loyalty, In-Term, and Technical
Support - Alder (helpjuice.com)
Concessions to prevent a customer from
BECOMING escalated, are available to agents,
but downtime credit specifically should not be
offered as a concession to PREVENT escalation.

Agents should review relevant notes to ensure

they have the necessary information to assist
customers effectively, although in some cases
this may be unnecessary and inefficient.
Therefore, determining whether or not agents
sufficiently read through notes is a judgment
call we have to make.

Did the agent use enough relevant N/A

probing questions to find the REAL
root of the issue?

Did the agent make 3 attempts to N/A

save/renew before ending the call /
transferring?
Did the agent try to find common N/A
ground / try to compromise to
reach an agreement that's
acceptable to both parties?

Did the agent balance respect and N/A

persistence when negotiating to
get a save/renewal?

Were concessions offered that N/A

were applicable to customer’s
concerns?

Did they start small and gradually N/A

increase?

Did the agent avoid using verbiage N/A

"Are you sure you want to cancel?"

SEE ICE TABS FOR ICE-SPECIFIC PARAMETERS.

SEE BILLING TAB FOR BILLING-SPECIFIC
PARAMETERS.

If the customer gives an answer to a question

that calls for action on the agent's part, if the
agent doesn't take that necessary action
(editing Pando/reaching out to the rep/etc.),
then they must be marked down at least in that
cooresponding parameter. You can also mark
down Others for tools utilization, if applicable.

If they veer too far off the script, so they don't

hit the key points, then mark them down.
Follow Urgent Escalation procedure if there is
concern for Sales rep failures, not just ICE agent
failures. For example, the Sales rep clearly
didn't explain something important to the
customer or misinformed them.

Even if they say something about legal

action/BBB/attorney general, if the pay-off
amount is under $1,350, don't give it. But if the
customer is insistent/relentless, then after the
agent's attempts to not provide the payoff
amount over the phone, the agent can state
the payoff amount.

ARCHIVE
Did the agent check the status of
the panel, and if not oneline, took
the appropriate action before
ending the call?
2 no rule here. Except for CS
Language Fluency
Language Proficiency

PARAMETER

Language Fluency
Ghost Policy
Inappropriate Disconnect
Failing to Disconnect
Call Abuse
Transfer Abuse
Hold Abuse
No Concern for Call Avoidance

Yes
No-Flawed Reporting
No-Failed to Report

Yes
No - failed to leave a note
No - incomplete/incorrect note
Y/N

Y/N

Y/N

Y/N

Y/N
Y/N

Y/N

Y/N

Y/N

Y/N

Y/N
• Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling

Y/N

Y/N
Y/N

Y/N

Yes - All attempts made

No - Lacking in redirecting by
asking a building value question
No - Lacking transition to
resolution/offer
No - Lacking repetition
No - An attempt was actually
irrelevant to the customer's needs

Y/N

Yes
No
No - the only building value
statement used was "Do you
understand the importance of
having a security system in your
home?"
Y/N

Y/N

Y/N

Y/N

Y/N

Y/N

Y/N
Yes
No - lacking friendliness/connection
No - lacking in going above and beyond
No - lacking in educating/explaining
No - lacking in positivity in tone/context
No - lacking in understanding the customer
No - lacking in selling the customer
experience
No - other

Y/N

Y/N

No
Myself
Another Analyst
Messaged the agent's TL for a callback

Y/N
Sensor - door/window
Sensor - motion detector
Sensor - glassbreak detector
Sensor - smoke/carbon
Sensor - flood
Sensor - medical buttons
Sensor - keyfob remotes
Sensor - secondary keypads
Sensor - Z-Wave devices (thermostat, door lock, etc.)
Camera - old (Ring, Alarm, 2GIG, SNET)
Camera - Eufy outdoor
Camera - Eufy doorbell
Camera - Eufy Indoor
Camera - Skybell doorbell
Camera - YI indoor
Camera - Kami outdoor
Camera - YI HWY outdoor
Camera - Kami doorbell
Panel - Alder Simple
Panel - Alula (ConnectPlus)
Panel - 2GIG GC2
Panel - 2GIG GC3
App - Alder Security (SNET)
App - Alder Mobile (Alula)
App - Eufy Security
App - Xmeye Pro
App - Homeguardsafe PRO
App - old (Arlo, ADC, etc.)
NVR - old (Xmeye Pro)
NVR - new (Homeguardsafe PRO)
Technician support/placing an account on test/etc.
N/A

Y/N
Excellent- Agent asks all necessary
probing questions that focus on the
root of the customer's issue.
Average- Lack of 1 necessary
probing question.
NI- Lack of 2 or more necessary
probing questions AND/OR asking
irrelevant questions that affected
the call negatively

Yes
No- insufficient troubleshooting
No - insufficient troubleshooting
due to lack of necessary
troubleshooting probing questions
No - inappropriate/incorrect battery
replacement offered
No- premature transfer to FSS
No- premature offering to replace
equipment
No- customer refused to
troubleshoot due to the agent
N/A- customer refused to
troubleshoot due their own decision
N/A- customer not at home
N/A- internet Issues (proven by
insufficient upload speed)
N/A - the tech issue didn't need to
be resolved over the phone.
N/A- Other
Y/N

Y/N

Y/N
Excellent- Agent asks all necessary
probing questions that focus on the
root of the customer's issue.
Average- Lack of 1 necessary
probing question.
NI- Lack of 2 or more necessary
probing questions AND/OR asking
irrelevant questions.
N/A

Yes - All attempts made

No - Lacking in redirecting by
asking a building value question
No - Lacking transition to
resolution/offer
No - Lacking repetition
No - The attempts were actually
irrelevant to the customer's needs
Y/N

Yes
No – more respect needed
No – more persistence needed
No - more respect AND persistence
needed

Y/N

Y/N

Y/N
• Yes
• No - Comprehension
• No - Verbal - Lack of vocabulary
• No - Verbal - Incorrect verbal grammar
• No - Verbal - Incomprehensible speech
• No - Written - Lack of vocabulary
• No - Written - Incorrect written grammar
• No - Written - Incomprehensible spelling
Y/N

BRANCHING

Comprehension

Verbal

Written
•If there is any concern for call avoidance, follow the guidance in P&P doc Urgent
Escalation Guidance. The analyst must treat this as egregious behavior.
•If the actions causing the markdown in call avoidance results in a failure in any other
parameter, mark down both parameters. (Usually 'others'.)
If the situation/issue is very easy yet there is a long hold, that is concerning for call
avoidance. If it's an issue that is difficult to resolve, we may allow them more leniency.
•If you are unable to open the wiki link, let your QA TL know so they can add your name
to the Title tab.
•For the ICE Activation campaign specifically, we may call each phone number twice, so
that isn't concern for call abuse.

•'No-Flawed Reporting' is to be used when an agent makes a DNC report, but doesn't
follow the DNC policy fully.
•If an agent failed to report, that does also mean they will be marked down under
FOLLOW THROUGH FCR parameter.
•Half points for 'No - flawed reporting'.

•Cold: the transferring agent will document the department they transferred the
customer to.

•After any response, the agent must proceed by using their opening spiel (4 second
buffer).
•DCC: with chats, after the customer's initial message, the agent must proceed by using
their opening spiel (5 second buffer). If email, mark N/A.

•As long as the VP sounds like what we have on file, no need to spell it out. (Exception:
DCC)
•If the agent fails to "simply confirm if the phone number on file is active", but instead
asks if the customer would like to add the +800 number on file, then we wouldn't mark
them down under Updating Customer Information, but rather just put as opportunity.

•Hold Policy offenses become concern for call avoidance if the agent leaves the
customer on hold for excessive amounts of time. This is especially concerning if there is
no good reason for putting the customer on hold in the first place, or such a long hold.
•Only 30 seconds are allowable if the agent places the call on hold or mutes it prior to
transferring the call to another department. Only 30 seconds. No leeway for mute and
hold.
•FSS: In some calls, it's acceptable that so long as the agent sets the expectation for the
approximate hold time length, the hold time can go longer, depending on the call.

•Call riding during a transfer will be marked down here, as well as other transfer
technicalities.
•Transfer Procedure: Agent must not stay on the line for more than 10 seconds (Warm
Transfer). Buffer for 5 seconds before 2 minutes of cold transfer and up to 10–15
seconds after 2 minutes of waiting for cold transfer.
•If there are two dispositions that would work and both issues took about the same
amount of time, just mark as opportunity, if anything.
•For example, if a customer calls in about issue #1, but during the call, there is also
discussion about another issue, we'll call it issue #2, and issue #2 takes up easily more
time than issue #1, then use issue #2 disposition. If issue #1 takes up easily more time
than issue #2, then use issue #1 disposition. If the issues take roughly the same amount
of time, don't mark down for note disposition, but rather mark as opportunity, if
anything. There are times that technically either disposition would be appropriate.
Majority of the time, agents will select the disposition that aligns with the reason the
customer is calling in.
•Billing, Loyalty, CS, and DCC requests that the ONLY time we talk about note disposition
markdowns is when we notice egregious trends.

•The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. This may
mean being flexible and dynamic with the call flow, as needed.
•The agent did what they could with their tone and context to sound like an expert in
everything they talk about.
•It’s fully concentrating on what the customer is saying and meaning, so you can
understand their concerns, and respond empathetically without making premature
assumptions.
•When an agent is actively listening, they ask clarifying questions when needed, and
refrain from interrupting. (For DCC, refrain from interrupting is not applicable.)
•For DCC, agent lack of comprehension may be marked down here.
•So conversational clarifying questions falls under this, as it reflects that the agent is
actively listening. This means conversational clarifying questions don't count as probing
questions.
"If there is a short pause after what the customer is saying, it may be that the agent is
allowing the customer to speak further.
If the customer feels heard, we should mark as yes.
Agents need to also listen to what the panel says (background noise), in addition to what
the customer says. "
•If we notice parroting, don't mark down, but rather mark as opportunity, if it negatively
affects the call, if anything.
•Unnecessary request for clarification and/or repetition: If the agent asks the customer
to repeat or clarify what they said though the customer was very clear the first time,
mark down.

Maintain a positive tone throughout the conversation.

The agent must avoid seeming robotic and make the interaction feel natural. To create
rapport and trust with the caller, the agent adjusts their communication style. -Failed to
be dynamic and flexible with the call flow
•The agent must not lose their cool.
•The definition of conciliatory: intending to gain goodwill or favor or to reduce hostility,
make someone less angry or hostile or put an end to or suppress their anger, agitation,
or excitement.
•Agents will be marked down if they have a confrontational or defensive tone.
•Agents will be marked down if they show rudeness, condescending/belittling, or
shaming.
•If an agent is being so indifferent that it negatively affects the call, that is not being a
peacemaker, and therefore will be marked down under conciliatory/receptive parameter
as well as any other applicable parameter.

•If there was a specific time in the call in which the agent definitely needed to show
empathy/sympathy, and they failed to do so, mark down.
•Worth no weight.
•To be marked down when the agent wants to provide feedback that doesn’t
correspond to the given parameters.
•Examples include:
-Recorded Line (Agents must state recorded line on outbound calls of ALLL types.)
-Tools utilization*: Agent must follow troubleshooting steps as listed on Wiki.
-Premature supervisor escalation
-Over-the-top concessions if there is no concessions parameter.
•Hold/note policy will fall under others if not listed above?

•The agent must inquire to the customer if they have any other issues or concerns until
the customer says they don't have any other concerns. If they accomplish this during
the call, mark Yes.
•Even if the agent is going to do a transfer, the still need to further inquire to the
customer if there is anything else we can help them with until they reply 'no'.
•Offering additional assistance at the end of the call DOES also count.
•'N/A' is an option for this one if the phone call ends unexpectedly to the agent so they
were unable to accomplish this.
For DCC email, so long as they welcome the customer to contact us for any further issues
or questions, then mark 'yes'.

Yes 5 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 2 pts. (3 pts)
•Lacking in two categories: subtract 3 pts. (2 pt)
•Lacking in all three categories: subtract all 5 pts. (0 pts)

•Statements made to customers to take ownership.

•Weak ones will me marked down, especially if the agent does it often.
•Strong statements show that we are taking this seriously and we care.
•N/A is to be used only if the call was ended before the agent was able to give their
ownership statement.

•Weak ones will be marked down, especially if the agent does it often.
•It is ideal that the agent personalizes/customizes their building value to the customer
and the customer's situation.
•If the call was ended before the agent was able to build value, mark N/A.
•One resource analysts can use to find examples of building value is 'Probing Questions
and BuildingValue' doc in Reference in SharePoint.
•When the customer is calling in with an issue or concern, the agent must build value
during the call.
•In simple calls in which there is no issue or concern of the customer, yet the agent still
effectively built value, mark 'yes' instead of 'n/a'.
If a customer with an overdue balance can only make a partial payment, the non-billing
agent has the option to process this payment, although it's not mandatory. Alternatively,
the agent can transfer the customer to the Billing department to handle the partial
payment.
If the agent didn't check the other account for past due, mark as opportunity only

•So long as the agent followed a close variation of the script on wiki- it must
communicate the same idea as what's in wiki.
•Keep in mind that the status of the equipment can change from the time of the call to
the time of the evaluation, so you have to take the agent's word for it if they are saying
it's listed as 'Out Of Stock'.

•(DCC: This is in regards to chats, not emails.)

•(DCC: This is in regards to chats, not emails.)

•Transfers are NOT the exception to this rule.

If the only reasons that the agent isn't providing a first call resolution fit under
'If needed, did the agent offer a call back, a transfer, or provide the correct queue-specific
phone number and corresponding operating days/hours?'
or
'To our knowledge, did the agent FOLLOW THROUGH with calling the customer back, as
promised / take the appropriate action to ensure the customer gets the needed follow-
up?',
then FCR should not be marked down as well.
•‘Happy’ parameter is in place to trigger the analyst to provide feedback as to how the
agent could have done better to sell the customer experience/make the call a ‘Wow Call’
while on the call. Customers want a resolution, but they also want a positive, memorable
experience that makes them feel valued, understood, and satisfied.
•Every customer and call is unique and will require the agent to do different things in
order to make the customer happy.
•The options given aren’t directly covered by the other existing parameters.
•If the agent did all they could to make the customer happy, yet the customer is still
unhappy/unimpressed, mark ‘Yes’.
•While we are NOT basing our grading of this parameter SOLELY on customer reactions,
it can be helpful to take into consideration, depending. WE ARE NOT MARKING YES OR
NO BASED SOLELY ON THE CUSTOMER'S REACTION TO THE CALL. Did THE AGENT DO
WHAT THEY COULD to make the customer happy in the moment? Aka, what DOES THE
AGENT NEED TO WORK ON to sell the customer experience/make the call a 'Wow Call'
while on the call?
•FCR: Most of the time, if the agent isn't able to provide a resolution that is pleasing to
the customer in the moment, you would also mark down ‘Happy’. There may also be
other reasons to mark down ‘Happy’ in addition to that reason.
Sometimes, the agent may have provided a correct and lasting resolution, but in other
ways did not please the customer in the moment as far as the customer experience.
•Misinformation doesn't necessarily mean that the agent isn't doing what they can to
make the customer happy.

•DO NOT be lenient on the department/queue number. The agent must give the direct
phone number to the department the customer will need to ultimately reach.
•If the call back didn't need to be offered, then mark N/A.
•If in the call the agent needed to provide queue-specific phone number corresponding
operating days/hours, we consider it a yes even if they didn't give the FULL hours of
operation (Ex: "You can call our FSS Department tomorrow they are open at 7 am" is
sufficient, but you can mark as opportunity to remind them the best practice of providing
FULL hours of operation "7am to 8pm")

•The analyst may have to revisit this evaluation later to know whether or not the agent
followed through.
•What follow up was needed?- Did the agent follow through with what they said they
would do?
•If the agent did a follow up action but didn't note it, then we consider it not done and
therefore will be marked down in this parameter. ???
•Call backs due to the call dropping/ghost policy doesn't fall under this parameter.

•If you mark anything other than 'No' on this parameter, be sure to explain why the
customer could benefit from a callback in the following FCR explanation box.

•Agents should be marked down under CSAT if they wait 4 seconds or more to end the
call after their CSAT pitch.
•As long as the agent clearly stated there will be a survey after the end of the call, then
just mark yes-- they don't have to say 3-question.
•If troubleshooting was not needed in this call, answer all 'TS:' questions as N/A.
Using the app as a way of troubleshooting a piece of equipment isn't necessarily
considered troubleshooting the app.
•Collecting number/information from the equipment/panel alone, that doesn't mean
that they're troubleshooting that piece of equipment.

•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•This parameter requires analysts to make a judgement call whether to mark down or
not. Analysts are encouraged to look at the big picture. Only mark down within reason.
•Getting the customer to identify the trouble piece of equipment is part of making a
genuine attempts to get the customer to troubleshoot. Sending a picture of the sensor
without offering to assist the customer identify the sensor should result in a
markdown.
•So long as the agent made a genuine attempt to get the customer to troubleshoot,
mark yes. BUT if the customer is in the middle of troubleshooting and declines to
continue to troubleshoot because it's too much work or stress on their part, the agent
must make an attempt to get the customer to continue troubleshooting. Ex: "I
understand. I should let you know though that we actually only have two more simple
steps and your issue may be resolved. Can you complete two more simple steps with
me?" or else they may be marked 'no'.
•Joseph and Rey will provide 3 most common scenarios and indicate the best course of
action in each scenario. ALSO the link to wiki 3 attempts.
•If no troubleshooting was performed, the agent should be marked 'NA' on this.
•If marking no, analyst must list the probing question[s] that were needed.
•Conversational clarifying questions don't count as probing questions, as that would fall
under Actively Listening parameter.
•Asking a question while troubleshooting that was already answered by the customer is
considered an irrelevant question.
•There may be times that this is marked down, yet FCR questions aren't marked down.

•This parameter is only in regards to the issues that were brought up by the caller/agent
•Mark 'No-Insufficient Troubleshooting' if the agent skipped or omitted necessary steps
troubleshooting or the troubleshooting as a whole, and/or if the agent didn't obtain
upload speed at all. Note: Skipping getting upload speed is allowed only upon supervisor
approval, and if that isn't notated, then it didn't happen.
•Mark 'No- Customer refused to troubleshoot due to the agent' if agent tone/verbiage
was lazy/sarcastic/off-putting/demanding/rude, resulting in the customer declining to
troubleshoot.
•If the troubleshooting was necessary, and no troubleshooting was performed, the agent
should be marked 'No' on this.
•We can also mark 'N/A- Internet Issues (proven by insufficient upload speed)' if the
customer themselves states their internet isn't working.
•As of 1/22/24, the only pieces of equipment that would require internet would be:
getting the Alula panel online, and cameras.
•In cases where the agent is working to get the panel online and working properly, and
at the end of the call they are unable to get the panel online, they must also offer
firmware update.
•'No - failed to check if it fixed the issue': So Rey will add to wiki what needs to be done
in order for the agent to know if their troubleshooting worked. Until that's added to wiki,
if the agent did the correct troubleshooting steps aside from that, we can mark em yes.
•Most of the time, agents will/should shoot for two attempts at fixing the issue over the
phone before offering to send a tech/replacing the equipment.*
• If an agent fails to perform a cellular communication test prior to resetting the panel,
mark as opportunity only.
•If the there were trouble conditions left unaddressed per
Pando*/Securenet/COPS/ADC/Alula, yet the call was ended by the customer or per
customer request, then mark down.
*This is not talking about notes in Pando, but rather trouble conditions in Pando.
*If the agent didn't have a need to go to the screen with the trouble conditions in order
to resolve the customer's equipment/technical issue, then we don't expect the agent to
bring up those trouble conditions. So you would mark N/A.
However, if they proactively view trouble conditions anyway, they should get the points
for that, so mark yes.
•If there was a trouble condition that the agent should have brought up to the customer
to resolve, yet it is from more than seven days ago, put it as opportunity.
•Because there is no way for us to know what the agent saw in the app at the time of
the call, if the agent should have brought up an concern from what the agent is seeing
on the app, yet didn't, generally mark as opportunity.
•A markdown here means a markdown under FCR as well.

•If the agent (or customer) wants to skip getting a current (obtained within two days)
upload speed and rather use a previously (2+ days ago) obtained upload speed or skip it
altogether, they need to obtain and notate supervisor approval for us not to take it
against them.
• When getting upload speed, and the agent fails to have the customer press "show
more", mark down. The initial speed displayed on the screen is the download speed, not
the upload speed.

•(DCC: This is in regards to chats, not emails.)

•Transfers are NOT the exception to this rule.
If marking no, analyst must list the probing question[s] that were needed.

Yes 10 pts
If any of the attempts made were irrelevant, straight to 0 pts.
•Lacking in one category: subtract 3 pts. (7 pts)
•Lacking in two categories: subtract 6 pts. (4 pt)
•Lacking in all three categories: subtract all 10 pts. (0 pts)
•Failure to set clear expectation when offering/explaining a renewal will also be marked
down here.

•If agent is TOO quick to tell the customer the amounts and contract info, please do
mark as opportunity for the agent. Agents know to avoid giving amounts and contract
info over the phone if the buyout amount is less than $1,315.
•If an agent is failing to try to explain things enough, such as concessions they offer,
when trying to get a save/renewal... that is lacking persistence.

•Because the agent didn't identify the root cause, then the concession offered were not
applicable. So mark no.
•If the agent didn't explain the concession enough, it doesn't count.
•If a billing agent fails to identify and address the customer's non-billing issue if needed,
then mark 'no' as they are either lacking concessions or the concessions are not
appplicable to the customer's concerns.

If they didn't offer concession(s) or the concession(s) they offerered weren't applicable
to customer's concerns, mark as N/A.
•If the concessions that were offered weren't overly grand, that is a good sign that you
should mark 'yes'.
COMPREHENSION - the agent demonstrated that they didn't understand the customer
Assessment
-Were they able to follow the flow of the conversation and respond appropriately?
-Did they provide appropriate examples or supporting details to demonstrate comprehension?
-Did the agent provide responses that were irrelevant or off-topic?
-Did the agent switch topics abruptly or initiate unrelated topics?

VERBAL - the agent didn't communicate effectively with the customer

Assessment
• Lack of vocabulary
-Did the agent use terms that were too vague or oversimplified that did not deliver the point to the customer?
-Did the agent incorrectly use words or phrases that changed the meaning of their message?
-Was the agent able to express their point concisely, or did their explanations appear too wordy or repetitive?
•Incorrect verbal grammar
-Did the agent use correct verb tense, word order, pronouns, etc?
•Incomprehensible speech
-Did the agent repeatedly mispronounce and/or enunciate words incorrectly?
WRITTEN - the agent didn't communicate effectively with the customer
Assessment
•Lack of vocabulary
-Did the agent use terms that were too vague or oversimplified that did not deliver the point to the customer?
-Did the agent incorrectly use words or phrases that changed the meaning of their message?
-Was the agent able to express their point concisely, or did their explanations appear too wordy or repetitive?
•Incorrect written grammar
-Did the agent use correct verb tense, word order, pronouns, etc?
•Incomprehensible spelling
-Was the agent's spelling accurate enough to be legible? Or did the spelling errors negatively affect the understanding of the message?
•It’s difficulty in communication due to differences in language and/or accent between the agent and the caller.
•If analysts are able to tell confidently that it was the AGENT'S language failures that affected the communication in the call n
you can then mark down. Be mindful of the context. Majority of the time, analysts will mark as opportunity. See Language Pro
Parameter Guidance doc.
•If agent isn't communicating clearly to the point where the customer had to ask for clarification or for the agent to repeat the
that shows that the agent's language proficiency failure affected the call.
•If the customer is being difficult and is asking for an english speaker, yet the agent isn't failing at language proficiency, don't m
down.
•This is a very subjective parameter, so if you aren’t confident in your grading, reach out to your QA TL for their opinion. An
not expected to reach out to the agent's TL for their opinion.
•Timestamps are encouraged, and required if there is a mark down.
•Be specific in your feedback. The more specific, the better. Think- how would you want to be told this feedback on your langu
proficiency?
The following also falls under this parameter:
•EOP-type failures
•Slurring or unintelligible speech
•Speaking foul language or vernacular (even while putting the customer on hold)
•Grammar and spelling failures

FURTHER BRANCHING

Lack of Vocabulary

Incomprehensible Speech

Grammar

Lack of Vocabulary
Incomprehensible Spelling
Grammar
ARCHIVE ITEM:

For now, the following failures will fall under others, but we will urgently escalate (first
three bullets). Depending on the failure/situation there may be markdowns under other
parameters such as conciliatory/receptive if they are speaking foul language to the
customer, and so on...

•Use of native language- Agent resorts to using their native language. This also applies
when on hold.
•Unintelligible speech- Agent's speech is VERY unclear that no one could understand
what they’re saying.
•Speaking foul language- The agent uses inappropriate or offensive language. This also
applies when on hold.
•Speaking Vernacular- Agent uses colloquialisms, slang, or jargon which might not be
understood by the customer or is inappropriate for a professional setting.
Identifying Call Avoidance - Alder (helpjuice.com)

Do Not Call Request Policy (TCPA) - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Verification Policy - Alder (helpjuice.com)

Changing Phone Numbers and Email and Emergency Contacts (RP’s) - Alder (helpjuice.com)

Hold Handling Policy - Alder (helpjuice.com)

Transfer Guide - Alder (helpjuice.com)

Notes: Dispositions, Etiquette and Templates for all Departments - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Language Fluency - Final Draft.docx

Supervisor and Escalated Call Policy - Alder (helpjuice.com)

Positive Words & Empathy Statements - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)

General Statements & One-Liners - Alder (helpjuice.com)

Building Value - Alder (helpjuice.com)

Past Due Accounts - Alder (helpjuice.com)

Out of Stock/Approved Not Shipped Verbiage - Alder (helpjuice.com)https://alder2.helpjuice.com/policies/replacing-equipme

Buyout Check Procedure (BOC) - Alder (helpjuice.com)

Credit Requests - Alder (helpjuice.com)

Alder Support Directory - Alder (helpjuice.com)

General Call Handling Procedure - Alder (helpjuice.com)

Running an Internet Speed Test Using Fast.com - Alder (helpjuice.com)
General Statements & One-Liners - Alder (helpjuice.com)

Cancellation Process - Alder (helpjuice.com)Agent 12-Week Roadmap - Alder (helpjuice.com)

r

hension?

e point to the customer?

ssage?
too wordy or repetitive?

e point to the customer?

ssage?
too wordy or repetitive?

atively affect the understanding of the message?

between the agent and the caller.
es that affected the communication in the call negatively,
ysts will mark as opportunity. See Language Proficiency

ask for clarification or for the agent to repeat themselves,

agent isn't failing at language proficiency, don't mark

g, reach out to your QA TL for their opinion. Analysts are

you want to be told this feedback on your language

ld)

EXAMPLES
20240423-
142132_2293190799_1419_FieldSupportSche
d-all
20240508-
112316_9036192401_1332_CustomerRelatio
ns-all
20240521-
105515_5596145847_10009_CustomerRelati
ons-all
20240508-
112316_9036192401_1332_CustomerRelatio
ns-all
The aim for this parameter is to identify agents that make promises and set expecations with the customer but doesn't
follow through with it. They don't take the action needed to see it through.
Ask yourself: What follow up was needed? Then ask yourself if the agent took the action to actually follow through with
it.
As you are evaluating language fluency, keep the context of the conversation in mind. Taking all relevant factors into
account is crucial to ensure your assessment is fair and accurate.
We have to assume the agent's microphone is working correctly, unless we have reason to believe otherwise. If the
agent has microphone issues, the agent must document it in their note, and we require a screenshot and vouching from
the agent's TL. So long as we receive a screenshot and vouching from the agent's TL, don't take it against them. If the TL
was on leave that day, we can accept evidence of the agent reaching out on the Aldessa AWS/Pando/IT Issues or Cove
AWS/Pando/IT Issues group chats.
While we are NOT basing our grading of this parameter SOLELY on customer reactions, it can be helpful to take into
consideration. Ex: If the customer asked for clarification or for the agent to repeat themselves, that MAY indicate that
the agent isn't communicating clearly, negatively affecting the communication within the call. Did the customer give any
indications (direct or indirect) that the agent's language was not helpful or clear?
If you are able to tell confidently that it was the AGENT'S language failures that affected the communication in the call
negatively, mark down.
If the customer is being difficult and is asking for an English speaker, yet the agent has good language skill, don't
take it against the agent.
Sometimes English is not the customer’s first language, so the call communication is negatively affected by the
customer. In these cases, don't take it against the agent.
If you are able to tell confidently that the agent had language failures, but it didn't affect the communication in the call
negatively, mark as opportunity.
Use your very best judgement when determining if the agent's failure falls under Language Skill or Actively Listening.
Analysts are not expected to reach out to the agent's TL for their opinion as to whether something is considered a
language skill failure, but they are welcome to do so, if they deem necessary.
If the agent makes a language skill failure or they misspoke, yet they immediately corrected themselved, don't take it
against the agent.
I NEED A LINK FOR THIS
Checking if it was a fix. Add to wiki, Rey?
TECHNICAL DIFFICULTIES IDEA:
Agent must immediately/immediately
after the call inform their TL via Teams
message and must include a screenshot, if
at all applicable.
That way, if an analyst is evaluating a call
in which there are technical difficulties that
would affect the evaluation, the analyst
can reach out to the TL for proof of
technical difficulty so it won't be taken
against the agent.