Quality
What rules govern ticket priority, creation, handling time, and critical-thread status?
⚡Quick answer - • Misclassifying a high-priority ticket as Low or Medium is a process error. • A ticket must be created any time a chat remains resolved or unresolved—typical unresolved scenarios include: “a call back to customer, escalation, issue ...
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 ...
What is the role of quality in refunds?
The role of quality in a refund is to conduct a proper RCA, analyse the reason for the refund, and suggest possible solutions.
What is the role of quality in a deal clash?
In the deal clash scenario, Quality will check the details and calls of the respective teams involved in the deal clash and accordingly take further action/decision.
What should I do when a client is asking for more discounts, and how do I counter it?
⚡Quick answer - If a client presses for additional discounts, remind them that lowering the price would also discount service quality, emphasise the superior value you already provide, avoid opening the discussion with any discount offer, and hold ...
When should I pitch the Heyo App to a customer?
⚡Quick answer - In this scenario, the salesperson should start by presenting the available MyOperator plans. Avoid pitching the Heyo App at the outset; instead, listen carefully to the customer’s requirements and budget while keeping the focus on ...
What are the Crisp Chatbot Guidelines for MyOperator agents?
⚡Open this guide whenever you are on shift as a MyOperator chat agent—weekday, weekend, or holiday—to meet all live-monitoring, takeover, callback, ticketing, tagging, escalation, and performance requirements. 📌 YOUR PRIMARY ROLE: LIVE MONITORING ...
Why should I avoid offering a discount at the start of a sales call?
⚡Quick answer - Never lead with a discount. First, understand the customer’s needs and pain points. Talk about price concessions only after the prospect says their budget is lower than the quoted price or the offer seems too high. Offering a discount ...
In chat or email, what is the audit-score impact when an agent fails to share a required FAQ?
⚡Quick answer - If the agent doesn’t share the required FAQ and doesn’t provide the resolution, the audit score is 0. If the agent promised to share an FAQ or document but failed to do so, a markdown will be applied.
How should I address customer queries and calm an irate customer?
⚡Quick answer - Always respond to every inquiry with accurate, thorough information. If you don’t have the answer, schedule a follow-up call and make sure it happens. Never ignore the question or promise a callback you won’t keep. When a customer is ...
Is it okay to share the Myoperator plan details in the email body?
⚡Quick answer - • No, it needs to be sent in PDF format. • If you send the plan in the body of the email, the email will not look good; it will look a bit nasty. • It would be easier for the customer to view the PDF shared, because the customer will ...