Descriptions of Quality Monitoring Criteria

A-5 - A clear, precise identification of Agent’s name and Product Support Group was made. The Agent’s voice portrayed a vocal friendliness and helping attitude, making the customer feel welcome.

A-4 - A clear identification of the agent’s name and Product Support Group was made. The agent’s voice was pleasant and friendly.

A-3 - Agent offered their name and Product Support Group.

A-2 - The introduction was too fast or agent appeared inconvenienced. The correct information was given.

A-1 - Part of the introduction was missing and the agent demonstrated a non-helping tone of indifference or inconvenience.

A-0 - Agent was rude; short with customer, defensive, and totally out of pattern with "healthy" customer service skills.

B-5 - Agent politely requested the customer’s name for reference and purpose of data collection. Agent then proceeded in a professional manner to gather pertinent information about the customer’s product to ensure an efficient handling the call.

B-4 - Agent requested the customer’s name, then proceeded to gather pertinent information about the customer’s product to efficiently handle the call.

B-3 - Agent gathered pertinent information about the call.

B-2 - Agent was too mechanical, appeared more interested in the process than the customer.

B-1 - Agent gathered minimal information.

B-0 - Agent did not gather pertinent information.

C-5 - Agent requested the product and model which the customer owns. Demonstrated careful definition of product identification to ensure relevant troubleshooting steps.

C-4 - Agent gathered information about the customer’s issue and requested product information.

C-3 - Agent gathered product information.

C-2 - Agent did not gather specific information.

C-1 - Agent failed to qualify, clarify or gather appropriate information. Strong "non-helper" attitude.

C-0 - Agent made no effort to identify or acknowledge customer’s product.

D-5 - Agent efficiently identified the customer’s skill level and adjusted their instructions to match. The agent did not speak above or below the customer’s level of understanding and paced the call accordingly. The agent confirmed that the customer understood and made every attempt to clarify any confusion.

D-4 - Agent identified the customer’s skill level and adjusted their instructions to match. The agent did not speak above or below the customer’s level of understanding.

D-3 - Agent identified the customer’s skill level through the course of the call and adjusted their instructions to match.

D-2 - Agent spoke over or under the customer’s level of understanding but was able, with effort, to assist the customer.

D-1 - Agent had difficulty communicating on the customer’s level and could not effectively assist the customer due to the agent’s lack of flexibility or knowledge.

D-0 - Agent did not make an effort to match the customer’s understanding and consequently the agent lectured to a non-listening person. Mechanics over-powered interpersonal communication.

E-5 - Agent used clear, well-defined answers and was able to explain why the procedures were used to reach a solution. Agent was very responsive to the customer’s needs and was in control of the call. The tone of voice reflected a sense of security, experience and strong knowledge base.

E-4 - Agent used clear, well-defined answers and was able to explain why the procedures were used to reach a solution. The agent was responsive to the customer’s needs and was in control of the call. The tone of voice did reflect confidence.

E-3 - Agent used well-defined answers and was able to explain why the procedures were used. The agent remained in control of the call.

E-2 - Agent appeared to have less control of the call but still sounded somewhat confident and was able to explain the procedures.

E-1 - Agent was hesitant in their answers, giving the appearance that they lacked confidence in their procedures and explanations. Agent sounded unsure and hesitant. Agent had little control of the call.

E-0 - Customer questioned the competence of the agent. Customer asked to speak with someone else or with a supervisor because they lost confidence in the ability of the agent. Control of the call was lost. Agent needs additional training and building of self-confidence.

F-5 - Agent consistently used professional business-like dialog (we, us, lets words) with appropriate grammar and terminology throughout the call. Agent was professional and courteous with a positive manner allowing the customer to feel comfortable. Agent used customer name when appropriate.

F-4 - Agent consistently used professional business-like dialog (we, us, lets words) with appropriate grammar and terminology throughout the call. Agent was professional and courteous. Agent used customer name when appropriate.

F-3 - Agent used professional business-like dialog throughout the call (we, us, lets words). Agent used customer name when appropriate.

F-2 - Agent generally maintained a consistent business-like dialog throughout the call.

F-1 - Inappropriate expressions or a curt tone of voice disturbed the professional level of the call. Agent demonstrated impatience or superior positioning. Extremely insensitive to being a helper in the area of Customer Service.

F-0 - Agent displayed rude and insensitive behavior throughout the call. The agent abruptly ended the call or hung up on the customer.

G-5 - Agent displayed patience, tolerance, friendliness and empathy with the customer. The agent listened carefully as to gain applicable information to effectively assist the customer with their concerns or issues. The agent’s tone of voice was fitting to the call. A beautiful example of courteous interaction and professional self-confidence.

G-4 - Agent displayed patience, tolerance, friendliness and empathy toward the customer while gathering information.

G-3 - Agent was polite and friendly while gathering information.

G-2 - Agent assisted the customer with their issue, but did so in a mechanical and somewhat abrupt manner, thus giving the impression that the agent did not care one way or the other.

G-1 - Agent interrupted customer multiple times in order to get through the call and off the phone. Agent gave the impression that the call was an inconvenience. There was very little tolerance conveyed by the agent.

G-0 - Little or no effort was made to assist the customer. Agent was insensitive to the customer’s concerns and issues.

H-5 - Agent sincerely thanked customer in one or more of the following ways: for calling, for their time, for buying HEWLETT-PACKARD products, or giving HEWLETT-PACKARD an opportunity to assist their needs. In addition, the agent acknowledged the customer with other positive gestures, such as, "Have a nice evening.., Enjoy your weekend", etc."

H-4 - Agent sincerely thanked the customer for calling HEWLETT-PACKARD.

H-3 - Agent "thanked" the customer for calling HEWLETT-PACKARD.

H-2 - Agent went through the call in an efficient manner and ended the call on a positive note. A little more uninvolved and neutral than would be expected from an HEWLETT-PACKARD representative

H-1 - Agent went through the motions of being a helper, but their sensitivity to Interpersonal Communication was a bit sleepy. Almost appeared mechanical.

H-0 - Agent made no effort to thank or acknowledge the customer in any way.

A-5 - Agent asked appropriate questions to determine what troubleshooting steps would be necessary to effectively assist the customer. The agent retained the information, acted efficiently and used the information in a courteous and professional manner.

A-4 - Agent asked appropriate questions to determine what troubleshooting steps would be necessary to effectively assist the customer. The agent retained the information and acted efficiently with information gathered.

A-3 - Agent asked appropriate questions to determine what troubleshooting steps would be necessary to assist the customer. The agent acted on this information.

A-2 - Agent did not ask all of the appropriate questions and was less effective in the troubleshooting steps.

A-1 - Agent gathered a minimum of information, jumped to early conclusions and/or was ineffective.

A-0 - Agent made no attempt to gather appropriate information.

A-N/A - The nature of the call did not require the agent to gather or retain information throughout the call.

B-5 - Agent used efficient troubleshooting steps to quickly and courteously assist the customer. Resources were effectively queried when necessary.

B-4 - Agent used efficient troubleshooting steps to quickly assist the customer. Resources were effectively queried when necessary.

B-3 - Agent used efficient troubleshooting steps to assist the customer. Appropriate resources were used.

B-2 - Agent’s attempt to troubleshoot was less efficient, nor did not appear to have a troubleshooting plan. Minimal resources were used.

B-1 - Agent used minimal effort in troubleshooting and/or did not use available resources.

B-0 - No attempt was made to troubleshoot the call and no resources were used.

B-N/A - The nature of the call did not required the agent to use any resources or troubleshoot the call.

C-5 - Agent effectively and efficiently proved product functionality by the use of appropriate product tests. In addition, the agent effectively proved product functionality in a practical application and confirmed the customer understood the process and outcome of the tests performed.

C-4 - Agent effectively and efficiently proved product functionality by the use of appropriate product tests.

C-3 - Agent proved product functionality through the use of appropriate product tests.

C-2 - Agent eventually was able to prove minimal functionality and should have tested further.

C-1 - Agent attempted to prove product functionality but was unsuccessful.

C-0 - No attempt or offer was made by the agent to the customer to prove product functionality

C-N/A - The nature of the call did not require agent to prove product functionality or customer declined agent’s offer.

D-5 - Agent verified the solution of the call and was effective by testing the outcome using an appropriate method. If the agent was unable to verify, the customer was given correct information and phone numbers or web addresses to obtain a workable solution.

D-4 - Agent verified the solution or outlined the next steps and received customer acknowledgment.

D-3 - Agent verified the solution or outlined the next steps.

D-2 - Agent provided a solution but did not verify or outline next steps.

D-1 - Agent did not verify, did not know there was a solution, or did not outline appropriate action.

D-0 - No offer to verify solution or no steps were outlined in order to prevent a callback.

D-N/A - The nature of the call did not require the agent to verify a solution (i.e., customer was asking a pre-sales or other direct question). Or, the agent was unable to verify the solution due to circumstances beyond the agent’s control.

E-5 - Agent clearly explained the purpose and/or reasons of the troubleshooting procedures. The agent explained to the customer other sources of technical help, such as manuals, help files, on-line help, etc. The agent confirmed the customer understood the information provided.

E-4 - Agent clearly explained the purpose and/or reasons of the troubleshooting procedures. The agent educated the customer to prevent a callback.

E-3 - Agent explained the troubleshooting procedures. The agent educated the customer to prevent a callback.

E-2 - Agent’s attempt to educate the customer was less thorough. The customer appeared to be unclear about the solution and may call back.

E-1 - Agent’s attempt to explain the troubleshooting procedure was vague (an important piece of information was missing.) The customer will probably call back.

E-0 - Agent made no attempt to educate the customer or the explanation was incorrect. A callback is likely.

E-N/A - The nature of the call did not require the agent to educate the customer to prevent a callback.

F-5 - Agent explained and offered ESS, encouraged the caller to take advantage of electronic services offered by HEWLETT-PACKARD or other appropriate companies (i.e., to download an applicable driver not supplied by HEWLETT-PACKARD). The agent gave appropriate web addresses, phone numbers and instructions where appropriate. In addition the agent explained the additional benefits of using ESS (i.e., toll free, accessible 24 hrs-365 days a year).

F-4 - Agent explained and offered ESS and encouraged the caller to take advantage of electronic services offered by HEWLETT-PACKARD.

F-3 - Agent explained and suggested ESS offered by HEWLETT-PACKARD.

F-2 - Agent gave only partial information about ESS.

F-1 - Agent mentioned ESS during the call but did not give any specific information.

F-0 - No effort was made to offer services to the customer.

F-N/A - Mention of ESS not applicable to the call.

G-5 - Agent stayed within the boundaries of support appropriate for the call "drawing the line". The agent educated the customer concerning support boundaries if applicable. The agent answered the customer’s questions and concerns as appropriate.

G-4 - Agent stayed within the boundaries of support appropriate for the call "drawing the line". The agent answered the customer’s questions and concerns as appropriate.

G-3 - Agent stayed within the boundaries of support appropriate for the call "drawing the line".

G-2 - Agent went a little further than "normal" or did not give the standard level of support another agent may have given.

G-1 - Agent offered more information than is commonly available to all agents and used poor judgment in doing so.

G-0 - Agent definitely went over the line and was supporting another company's product. The agent divulged information about future HEWLETT-PACKARD products.

G-N/A - CSC guidelines are not applicable to this call or the call ended prematurely or no issue was addressed.

H-5 - All elements of the call were technically correct. The agent explained the issue and/or solution to the customer and confirmed their understanding.

H-4 - All elements of the call were technically correct.

H-3 - All pertinent elements of the call were technically correct.

H-2 - An element of the call was technically incorrect leading to confusion on the outcome of the call or by extending the call beyond a reasonable length.

H-1 - Several elements of the call were technically incorrect leading to confusion on the outcome of the call or by extending the call beyond a reasonable length.

H-0 - Agent was technically incorrect answering the call.

H-N/A - Technical information was not required to complete the call.