New Parameters for Chat Audits - Audit FormDescription of New Parameters
Did the agent follow the opening script/guidelines?
ComprehensionUnderstanding the query of the customer

Ability to understand

Providing assurance post understanding the scenario
Used apology statement (in case of customer citing a complaint) or did the agent empathize with the customer (wherever applicable)Failing to apologize when the customer mentioned/wrote issue with the product/service/booking/tech issues etc.

Failing to empathize when the customer mentioned/wrote concern like I have been waiting for the bus/ customer has not received his refund etc. and when we check it is within the TAT

Did not apologize or empathize at that instant when the customer cited his/her concern or complaint
Agent asked open-ended questions to accurately diagnose the problem/issue
Time duration between last response and tagging of the case, OR, Time duration between conversation closure and tagging of the case1 -> (<=4 minutes) and 0 -> (>4 minutes)
Preliminary checks were made for the customer/issueDid the agent probe or use the tools effectively to help the customer

No Unnecessary Probing/Made the customer repeat the information that was already provided

Did not probed whenever required
Attention to detailAcknowledgement of important date, events which customer mentions over the call, chat or e-mail

Picking up hints and addressing them

When there is any visible failures, agent did not address that concern at all and provided only resolution

Did the agent acknowledged every aspect of the customer ask over the call, email or chat? (Provided the additional links for future reference)
Did the agent adhere to Hold & Dead Air ProtocolIf we do not want to follow the HOLD procedure, remember,  SILENCE ISN'T ALWAYS GOLDEN
1. Keep Sharing Updates With Your Customer
2. Initiate Conversation To Build A Rapport
3. Silence on a customer call is a form of disrespect to the customer’s time and effort. This is because a customer contacts a call center to find a quick resolution to their problem and not to maintain silence

Usage of Phrases like:
Thank you for being on hold post releasing the HOLD
We appreciate your patience while we retrieve your data
Please stay online while we work on your case
Please stay on hold (for TAT example a minute or two) while we process your request
Allow us a minute to serve you better
Grammatically correct sentences/edited & formatted it correctly(Writing Ability)Spelling error, Spacing and Punctuation errors (>= 2), Inaccurate Sentences, Articles, Incomplete Sentences, Inappropriate Upper/Lower Cases (Intermediate - when Spacing or Punctuation has 1 error)
Did the agent tag the case appropriately (Disposition) and DocumentationCritical to Quality and failing to score an Expert in parameter will result in FATAL

Selecting the correct Query type based on the customer concern and selecting the status as Resolved

Updating a proper notes as part of the documentation before updating the ticket
 Update the form/sheet wherever applicable (Example being Incident Form, Supervisor Callback Form etc.). Follow up done as promised (End to End Ownership)This parameter is Critical to Quality

If we have promised a callback or reply back, then the follow up should be done within the threshold/TAT. Failing to which, will result in FATAL

Updating the Incident form or necessary sheets are part of this parameter
Process AdherenceCritical to Quality

Inaccurate Information/resolution provided

Defined Process Followed or not

Did the agent provide complete & correct information (as per SOP/Process defined)
Tone of Voice (TOV)Used disparaging and negative comments like we have been telling you the same thing multiple times. This was the same thing we communicated earlier also/this was told to you/you did not go through previous conversation etc.

Not addressing by Name

Usage of Jargons (Internally used keywords such as Paid not Attending, Wanderu etc.)
Did the agent follow the closing script?
Zero Tolerance (ZT)Should not be Rude, Abusive, or indulge in Malpractice

Select 1 if there is no ZT and 0, if you find it a ZT transaction