Gridding Sheet _ UPPCL.xlsx

	A	B	C	D	E	F	G	H
1	Sr. No	Parameter	Legends	Marks	Yes	No	NA	Fatal
2	1	Call Opening	Greeting Missing / Improper Greeting	5	5	0	NA	-
3			Delayed Opening	3	3	0	NA	-
4			Inaccurate Opening / Opening Missing	5	5	0	NA	-
5	2	Call Type Identification	Did not understand customer issue	10	10	0	NA	-
6	3	Process	Script not clear / wrong script used	10	10	0	NA	-
7	4	Verbal Contact	Casual on call	Fatal	-	Refer Point #1	NA	Yes
8			Interruption more than two times	4	4	0	NA	-
9			Laughing on call / Coughing / sneezing /yawning	2	2	0	NA	-
10			Lack clarity of speech	2	2	0	NA	-
11			High Rate of Speech / Rushing on call / Slow Response	5	5	0	NA	-
12			Repeatition / Asking same info again over the call / Not attentive on call	2	2	0	NA	-
13			Apology missing	5	5	0	NA	-
14			Did not asked mobile update related information	2	2	0	NA	-
15	5	ZTP Points	Call Ignorance	ZT	Sepration	Refer Point #2	NA	-
16			Abusive on Call		Sepration	Refer Point #2	NA	-
17			Call Disconnection		Sepration	Refer Point #2	NA	-
18			Rude on call/Impolite on call		Sepration	Refer Point #2	NA	-
19			Degrade Process Image/tarnishing brand image		Sepration	Refer Point #2	NA	-
20	6	Complete and correct tagging	No disposition done	Fatal	-	Refer Point #1	NA	Yes
21			Incorrect Disposition done	Fatal	-	Refer Point #1	NA	Yes
22			All queries not Disposed	Fatal	-	Refer Point #1	NA	Yes
23	7	Hold Guidelines	Hold Guidelines not followed	5	5	0	NA	-
24	7	Hold Guidelines	Dead Air not manage	5	5	0	NA	-
25	8	Call Closing	Lack of clarity in closing	5	5	0	NA	-
26			TAT Not Given before Closing as per defined complain.	10	10	0	NA	-
27			Inaccurate closing / Closing Script missing / Improper closing	5	5	0	NA	-
28			Call Closed without confirmation	5	5	0	NA	-
29	9	Ownership	WILLINGNESS TO HELP/PRODUCT KNOWLEDGE	Fatal	-	Refer Point #1	NA	Yes
30	10	Case Validation	PREVIOUS INTERACTION NOT CHECKED	Fatal	-	Refer Point #1	NA	Yes
31	11	Probing	PROBING NOT DONE	10	10	0	NA	-
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34		Refer Point #1	The entire interaction score will be considered 0%.
35		Refer Point #2	Post validating the case end to end and advisor is identified guilty, then separation action will be initiated at the real time.
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