QA CALIB

Grammar & Spelling

Evaluate the message for grammar and spelling errors.

NOTE: This category is currently all or nothing!

Relevance & Content

Evaluate that the CSR’s message contents are coherent to the customers’ needs and that the message did not negatively impact the customer’s interaction with RYZE.

Procedure Compliance

Evaluate whether the CSR adhered to all documented company policies/procedures to appropriately address the customer’s issue/concern. This includes back-end functions.

Resolution/Next Steps

Evaluate whether the CSR offered appropriate next steps such as necessary instructions, follow-up actions, or additional resources in a timely manner.

Structure & Organization

Evaluate the formatting and readability of the message. Evaluate if it has clear introduction, body and conclusion. Determine if the information is presented in a logical and easy-to-follow manner.

Tone & Personalization

Evaluate the tone of the interaction. Assess wether the language used is within RYZE’s guidelines. Evaluate if the CSR personalized their message by addressing the customer by name and using a tone that reflects a human connection.

Clarity & Conciseness

Evaluate if the message contains any unnecessary jargon, wordiness or ambiguity/vagueness.

Do you find the coaching or feedback provided to you helpful or sometimes irrelevant?