Auditing Inbound – Why do we audit?

Why do we audit?

https://docs.google.com/document/d/1M3JDWvfnxxIMjaTS3jDfFBq5oxFTp-9y8Z8bGOY_-j8/edit?usp=sharing

To ensure all details are captured and discussed with a customer over the phone which provides a clear picture and to avoid friction points with our customer or cancellations of their appointments. 

When auditing appointments, to ensure accuracy and a high level of customer service, there are some very specific things that our auditors look for. Each area audited receives a 1, 0 or N/A.

OTC – Outcome

1 – Correct Five9 disposition selected.

0 – Incorrect Five9 disposition selected.

N/A – Not used for this option.

3Q – First 3 Questions

1 – Questions are asked in the first minute of the telephone call. In the case that the customer has used our services before, you need to ask them for their telephone number and then verify their details. Questions that are to be asked: “Have you used Prestige Carpet & Duct Cleaning before?”, “What city are you phoning from?” and “Do you live in a house, townhouse or an apartment?”.

0 – 1 or more of the 3 questions not asked correctly, 1 or more of the 3 questions not asked at all or 1 or more of the 3 questions not asked until after the first minute.

N/A – Used for non-sales related calls.

AvT2 – Average Second Telephone Number

1 – Asked for a second telephone number.

0 – Did not ask for a second telephone number.

N/A – Used for non-sales related calls. 

EML – Email Address

1 – Asked for an email address.

0 – Did not ask for an email address.

N/A – Used for non-sales related calls.

SRC – Source

1 – Asked the question, “When you phoned us today, where did you find our telephone number?”.

0 – Source not asked for correctly or source not asked for at all.

N/A – Used for non-sales related calls.

WHE – Waste Handling & Energy Fee

1 – Informed customer about the Waste Handling & Energy Fee and what it is for. At the very least it must be described as, “There is also a Waste Handling & Energy Fee of between $13.25 and $19.95 which is for the proper and safe disposal of everything removed from your carpets or duct and all energy-related costs”.

0 – Did not inform the customer about the Waste Handling & Energy Fee correctly or did not inform the customer about the Waste Handling & Energy Fee at all.

N/A – Used for non-sales related calls.

RXS – Recorded Cross-Sell

1 – Correct cross-sell option selected in the appointment.

0 – Incorrect cross-sell option selected in the appointment.

N/A – Used for non-sales related calls.

AXS – Actual Cross-Sell

1 – ISR made a reasonable effort to cross-sell the other service.

0 – Little or no effort made to cross-sell the other service.

N/A – Used for non-sales related calls.

Hs Axs – House Access

1 – Asked the question, “Is there legal paved parking within 30ft of your home?”.

0 – Did not asked about the parking or asked the question incorrectly.

N/A – Used for non-sales related calls.

Reno – Renovations

1 – On a carpet or duct cleaning booking, asked the question, “Have you had any renovations in your home recently?”.

0 – Did not ask about renovations.

N/A – Used for carpet cleaning bookings and non-sales related calls.

2ND Furn – 2nd Furnace (For houses more than 3000sqft)

1 – Asked if there was more than 1 furnace in the house.

0 – Did not ask if there was more than 1furnace in the house.

N/A – Used for carpet cleaning bookings and non-sales related calls.

A/CCoil – Air Conditioning

1 – Asked if the home has central air conditioning and if so informed the customer about the additional charge.

0 – Did not ask about central air conditioning or failed to informed the customer about the additional charges.

N/A – Used for carpet cleaning bookings and non-sales related calls.

VntCst – Vent Cost

1 – The informed customer that, “each vent over the 10 included in the package are $12.75 each”.

0 – Did not inform the customer about the additional vent cost for each vent.

N/A – Used for carpet cleaning bookings and non-sales related calls.

All Vents

1 – Informed customer that, “We do have to clean ALL of the vents in your home including cold air returns and basement vents”.

0 – Did not inform customers that all vents must be cleaned or did not inform them about cold air returns and basement vents.

N/A – Used for carpet cleaning bookings and non-sales related calls.

PV VA – Pre-vacuum, Lamps, Plants and Breakables & Preparation

1 – Informed carpet customer to pre-vacuum and move all lamps, plants, and breakables or informed duct customer to have access to all vents and be sure there is nothing stored in front of the furnace.

0 – Did not inform the carpet customer to pre-vacuum or move all lamps, plants, and breakables or the duct customer to have access to all vents and be sure there is nothing stored in front of the furnace.

N/A – Used for non-sales relates calls.

PMT By – Payment By

1 – Informed customer that we require payment upon completion and that we accept Visa, MasterCard, American Express or Debit.

0 – Did not inform the customer that we require payment upon completion or the methods of payment that we accept.

N/A – Used for non-sales related calls.

DV – Dryer Vent

1 – Attempted to sell dryer vent cleaning.

0 – Did not attempt to sell dryer vent cleaning.

Last Update: January 21, 2021  

January 13, 2021 173  5. Inbound Training Manual
Total 0 Votes:
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