PowerPoint Presentation

[Audio] Hello and welcome to AT&T WLNP. Before you begin taking in calls, it is essential that all of you are fully aware of the Guidelines that are Clients have set regarding the quality of our customer interaction. These standards are met through constant validation and audits. Today, we will talk about how our QA team uses the scoring guidelines to audit your calls..

[Audio] In Alorica, we hold ourselves to the highest standard. We are accountable for our actions. We do the right thing – even if no one is watching, or in QA's case listening! The importance of meeting the Quality Guidelines is reflected in Alorica Core Values that's why we hold the same amount of regard to the Quality of our calls..

[Audio] Before we begin with our agenda, let us introduce to you first our Centralized Quality Team. We will be playing a video so you can understand better who they are, what they do, and how they support you..

[Audio] Now, let's jump right into today's agenda. In this video, we will go through the entire process of auditing. From pulling up calls to communicating results to our Operations Partners. We will also talk about all the components of the Quality form as well as the Quality Guidelines where we will discuss the expected behaviors on each so you can ace your calls. At the end of this session, we will open the discussion to your questions and comments. Make sure to have your notepads for any clarifications you may want to ask..

[Audio] Let's get started!. Icon Description automatically generated.

[Audio] To kick off the session, we will first go through the overview of the QA Process..

[Audio] The QA Process basically covers four steps. These are random call selection or focus audit, listening and scoring, reporting and analysis, and communicating results to partners..

[Audio] During random call selection, an auditor whom we may also refer to as a QAR picks a random call from the pull of recording available for a particular agent. All call types are being monitored and no cherry-picking is being practiced. Calls within the same week are audited. This means an auditor may not backtrack from the previous week. This ensures that audits and recommendations are timely and that they remain relevant. Lastly, each audit shall have an interval of 24 to 48 hours to provide a leeway to the Team Managers to allow necessary coaching to happen. On the other hand, the QA team also completes audits based on Operations focus KPI. For example, the focus KPI is ORS. QA Team will listen and scrub to all detractors. In this approach, they can scrub all the detractors from the report, or they can do random sampling from a list of outliers that will be provided. Since this is scrubbing of detractors, there is no audit interval when they are completing the focus audit..

[Audio] Meanwhile, when listening and scoring the calls, an auditor examines the interaction by tuning in to the important details. The auditor uses the QA form to rate all items and provide feedback to justify the ratings that were given. These audits are then posted in SharePoint which is the platform that Alorica uses to consolidate audits. If deemed necessary, critical callouts may also be sent to alert the supervisor of a concerned agent..

[Audio] After listening to and scoring agents' calls, all data are loaded in SharePoint. The data are then processed and compiled into a single report. The QA report gives us a deeper view of our overall performance as it shows scores, trends, and focus behaviors. Each line item is being examined and through this, outliers are being identified. Focus groups are also generated and carefully look at. All this information is analyzed to reach a conclusive recommendation that our partners may use for performance improvement..

[Audio] It is only natural for all these findings to be delivered to its end users which are our Operations partners. After going through this thorough audit process, we now report and communicate the results through our comprehensive Quality Performance Dashboard. This dashboard can provide the Team Managers with a good view of how they can coach their agents and callout outliers. We are also able to aid in coming up with actionable items through this report..

[Audio] Now that you have gotten a glimpse of how the auditing process works, we will proceed with taking a quick feel of what makes up our scoring form. Let's move forward!.

[Audio] Quality Form Components.. QA FORM COMPONENTS.

[Audio] AT&T WLNP form is comprised of two parts which are At Your Service & Diagnostic parameters. At Your Service part is 100% of the overall score while Diagnostics is Non-Scoring and does not impact the overall score. There are 5 categories and 40 line items under the At Your Service part. The parameters on this part help drive agents' behavior on their calls. On the other hand, Diagnostics has 20 line items. The questionnaires on this part are mostly tracking questions to monitor compliance on certain processes, targeting specific KPIs..

[Audio] These are all the line items that make up the Quality Form. Here's a quick look at all the line items under At Your Service..

[Audio] Here's a quick look at all the line items under Diagnostics..

[Audio] Now let's go through each line item to determine their point equivalent. Let's start with the line item, Inbound Greeting, which has a total point equivalent of 1 point and this line item drives the ORS..

[Audio] Next is the line item, I Can Help You With, with total point equivalent of 2 points driving the ORS..

[Audio] Moving on to the next line item, we have Verify/Obtain Number with a total point equivalent of 2 points and this line item drives the ORS..

[Audio] Next on the list is Personalize with a total equivalent point of 1, driving ORS..

[Audio] Then we have, Validation, , which has the biggest weight under Warmly Welcome category with a total point equivalent of 4 points and this line item drives the ORS..

[Audio] After Validation, we have the line item, Other Number, with a total point equivalent of 1 point and this line item drives ORS..

[Audio] Greet Others is next with a total point equivalent of 2 points and this line item drives ORS..

[Audio] Next line item for Warmly Welcome is Professionalism with a total point equivalent of 1 point and also driving ORS..

[Audio] Avoid Silence has 1 point and this line items drives ORS..

[Audio] Empathy has 1 point and driving the ORS..

[Audio] And the last item under the category, Warmly Welcome, is Hold/Conference line item with a total point equivalent of 1 point and this line item drives ORS..

[Audio] Up next is the UNCOVER NEEDS category and we have the first line item, which is Clarify Needs. This line item has a total equivalent point of 1 and drives the ORS and FCR..

[Audio] We have the line item, Undivided Attention, with 2 equivalent points driving ORS and FCR..

[Audio] Then we have Read Notes Effectively with one of the biggest weight in the Uncover Needs category, with a total equivalent point of 4 points, driving ORS and FCR..

[Audio] And also, with a total equivalent point of 4 points and driving ORS and FCR, we have the line item, Probing Questions..

[Audio] Confidence/ Control has 3 points driving ORS...

[Audio] And last line item for this category, we have Voicemail Expectations with a total equivalent point of 2, which drives ORS and FCR..

[Audio] Moving on to the next category, which is Personalize Solutions. We have the first line item, Verify Status with OSP for 2 points, driving ORS and FCR..

[Audio] Next, we have the line item, Outbound Call (Legal Stuff) also for 2 points, driving ORS and FCR..

[Audio] Next line item and one of the biggest weight for this category with a total equivalent point of 4 points, we have SMG and it drives ORS and FCR..

[Audio] We also have Tool/ Resources, with a total equivalent point of 4 points. This line item drives ORS and FCR..

[Audio] Next line item with a corresponding point of 1, we have Clarify Case/ Commitments. This line item also drives ORS and FCR..

[Audio] Connect/ Transfer has 2 points and still driving ORS and FCR..

[Audio] Next on the list is Test Activation with 4 points and driving ORS and FCR..

[Audio] Post-Port Troubleshooting is next also with 4 points correlating to ORS and FCR..

[Audio] Interaction/ Notes follows with an equivalent point value of 1 and this line item drives ORS and FCR..

[Audio] And last but not the least for this category, we have Ownership/ Resolution with the biggest point value of 20 in our Quality Form. This line item drives ORS and FCR..

[Audio] For the next category, we have Gain Agreement and Thoroughly Educate. Our first line item is Port-in Activation Expectations with a corresponding point value of 4 and this drives ORS and FCR..

[Audio] Then we have Port-Out Expectations. This line item has a total equivalent point of 2 and driving ORS and FCR..

[Audio] We also have another line items for Port-Out Expectations specific to asking/providing device unlock information, service cancellation and winback/ return options for 1 point, driving ORS and FCR..

[Audio] Moving on to the next line item, we have Customer Expectations with a total equivalent point value of 4, driving ORS and FCR..

[Audio] Next line item is Self-Service, which is for 1 point correlating to ORS, FCR and Repeats..

[Audio] And next line item is Recap, with a corresponding value of 1 and driving the KPIs ORS, FCR and Repeats..