MS Voice Calibration Form Tier 1
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Your Name *
1 point
Compliance: Did the agent follow the Verification Protocol? *
1 point
Required
Compliance: Did the agent follow regulatory procedures? *
1 point
Required
Member Experience: Did the agent attentively listen to the member? *
1 point
Required
*
3 points
Member Experience: Did the agent apologize/empathize when necessary? *
1 point
Required
Member Experience: Did the agent handle the communication effectively and efficiently? *
1 point
Required
Member Experience: Did the agent successfully diagnose all problems? *
1 point
Required
Member Experience: Was the agent professional throughout the call? *
1 point
Required
Business Process: Did the agent properly process and document the ticket? *
1 point
Required
Business Process: Did the agent follow procedures? *
1 point
Required
Business Process: Did the agent follow the escalation process? *
1 point
Required
Business Process: Did the agent properly resolve the issue? *
1 point
Required
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