Case Analysis - Audit by amitnoel@

Associate login:
Case number:
Manager:
Call id:
SELLER IMPACTING CRITICAL Scores
Was the issue resolved from the Sellers perspective? Y
Associate came across as knowledgeable/credible? N
Associate was willing to help and care for Seller? N
Provided answers in efficient manner (so it did not annoy Seller) N
Did Associate show appropriate courtesy? Y
Was Associate understood by Seller? Y
Did the associate addressed all of the sellers questions/concerns? N
BUSINESS IMPACTING CRITICAL 57%
Did Associate break Amazon policy?
Did Associate handle interaction efficiently
Did Associate provide correct information?
Did Associate transfer correctly?
Did Associate promote contact reduction (Seller education)?
Did Associate properly represent the Amazon Seller Support brand?(Seller Interaction Tenets)
ZERO TOLERANCE CRITICAL
Section 3.1 Did a zero tolerance violation occur N
Communication
Did associate have appropriate rate of Speech? 5
Appropriate tone of Voice 5
Did associate show willingness to help the seller? 5
Was the hold procedure followed? Were there any hold exceeds? 5
Did associate show empathy and assurance over the calls? 5
Overall Scoring 25
Observations: Takes good ca
regarding an important upd
why the product listing wa
Audit by amitnoel@

Notes:
Notes:
Fail in this would result in a Auto fail

Notes:

Observations: Takes good calls, does not go the extra mile, Missed out on explaining the seller
regarding an important update, could have done much better in terms of providing a reason
why the product listing was not uploaded. This indirectly will ensure update regarding these
issues.
 Case Analysis - Audit by amitnoel@
Associate login:
Case number:
Manager:
Call id:
SELLER IMPACTING CRITICAL Scores
Was the issue resolved from the Sellers perspective? Y
Associate came across as knowledgeable/credible? N
Associate was willing to help and care for Seller? Y
Provided answers in efficient manner (so it did not annoy Seller) Y
Did Associate show appropriate courtesy? Y
Was Associate understood by Seller? Y
Did the associate addressed all of the sellers questions/concerns? Y
BUSINESS IMPACTING CRITICAL 85%
Did Associate break Amazon policy? Y
Did Associate handle interaction efficiently N
Did Associate provide correct information? Y
Did Associate transfer correctly? Y
Did Associate promote contact reduction (Seller education)? Y
Did Associate properly represent the Amazon Seller Support brand?(Seller Y No
ZERO TOLERANCE CRITICAL 20%
Section 3.1 Did a zero tolerance violation occur NA Fail in this would
Communication 66%
Did associate have appropriate rate of Speech? Y
Appropriate tone of Voice N
Did associate show willingness to help the seller? Y
Was the hold procedure followed? Were there any hold exceeds? N
Did associate show empathy and assurance over the calls? Y No
Overall Scoring
Observations: Takes good calls, doe
explaining the seller regarding an im
better in terms of providing a reason w
This indirectly will ensure u
oel@

Notes:
Notes:
Fail in this would result in a Auto fail

Notes:

ations: Takes good calls, does not go the extra mile, Missed out on
ng the seller regarding an important update, could have done much
erms of providing a reason why the product listing was not uploaded.
This indirectly will ensure update regarding these issues.
 Scores Overview - Number of
SELLER IMPACTING CRITICAL Scores
Was the issue resolved from the Sellers perspective? Y
Associate came across as knowledgeable/credible? Y
Associate was willing to help and care for Seller? Y
Provided answers in efficient manner (so it did not annoy Seller) N
Did Associate show appropriate courtesy? Y
Was Associate understood by Seller? N
Did the associate addressed all of the sellers questions/co Y
28%
BUSINESS IMPACTING CRITICAL Scores
Did Associate break Amazon policy? Y
Did Associate handle interaction efficiently N
Did Associate provide correct information? Y
Did Associate transfer correctly? N
Did Associate promote contact reduction (Seller education)? Y
Did Associate properly represent the Amazon Seller Support Y
40%
ZERO TOLERANCE CRITICAL
Section 3.1 Did a zero tolerance violation occur NA
Communication Scores
Did associate have appropriate rate of Speech? Y
Appropriate tone of Voice N
Did associate show willingness to help the seller? Y
Was the hold procedure followed? Were there any hold ex N
Did associate show empathy and assurance over the calls? Y
40%