What do the “Self-Serve,” “Complaints/Angry Customers,” “Work Environment,” and “Active Listening” parameters in the Quality Form stand for?

What do the “Self-Serve,” “Complaints/Angry Customers,” “Work Environment,” and “Active Listening” parameters in the Quality Form stand for?

⚡Quick answer -

These four Quality Form parameters evaluate how agents (1) encourage customer self-service, (2) handle complaints with acknowledgement, apology and empathy, (3) maintain a noise-free work environment, and (4) demonstrate undivided attention through active listening.

When should I use this guide?

Use this reference while filling out or reviewing call-quality scorecards so every auditor, team lead, and agent applies the same definitions and scoring logic.



1. Self-serve parameter

Self-serve is proactive customer service that provides support for customers who want to find their solutions. Rather than working with one of the company’s customer-service representatives, customers use self-service options to research and troubleshoot issues by themselves.



2. Complaints / Angry Customers parameter

The quality parameters used to handle “complaints” or “angry customers” are acknowledgement, apology, empathy, or sympathy.



3. Work Environment parameter

There is only one parameter available in the form: the environment should be free of background noise. We have to be in a quiet place when we connect with the customer. If there is a lot of background noise, customers will not be able to understand what the agent is trying to explain to them. If there is background noise, your score goes directly to 0.



4. Active Listening parameter

Used listening skills (doesn’t interrupt, remembers info, etc.) * is the quality parameter which emphasises giving undivided attention to the speaker.

• We should always listen to the customer when they speak.

• We should never interrupt the customer when he/she is speaking. If you feel the customer is stretching the discussion, use the statement for interruption as “Sorry to interrupt, Sir/Ma'am,” & then go ahead.

• “Demonstrated active listening throughout the call” will be the appropriate parameter that can be used in marking down for interruption, interpreting the query wrong, etc., which is the 7th parameter on Kissflow. An agent needs to be a good listener to be attentive without any cross-talk.



5. When do these parameters score zero?

• Work Environment: Any audible background noise immediately reduces the score to 0.

• Active Listening: Interrupting the caller or misinterpreting information triggers a markdown under “Demonstrated active listening throughout the call.”

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