Questions

Question 1

What is a ‘1’ to you?

Answer 1

· SA – Agents said that a 1 to them is considered not being helpful to the customers and not answering
questions or resolving issues.

· PH – Completely unsatisfactory, rude, disrespectful, inappropriate, not following guidelines and setting
expectations such as verification

· PR – Misinforming customers with inaccurate information, being rude, not compliant with policies, and not
being professional

Question 2

What is a ‘2’ to you?

Answer 2

SA – providing lack of communication to the customer such as not giving complete information or not fully
notating the account.

· PH – Not notating the account; some handling of the call was mishandled either good tone and
misinformation or vice versa.

· PR – Room for opportunity to do better on the call. Reflects opportunity in the tone.

Question 3

How do you feel about being able to achieve a 3 & 4?

Answer 3

SA – providing lack of communication to the customer such as not giving complete information or not fully
notating the account.

· PH – Not notating the account; some handling of the call was mishandled either good tone and
misinformation or vice versa.

· PR – Room for opportunity to do better on the call. Reflects opportunity in the tone.

Question 4

What coaching opportunities/parameters do you find it difficult to meet consistently?

Answer 4

SA – Providing empathy statements. Agents feel they are not being fairly coached or scored
when providing empathy statements. Verification is too broad. Agents don’t know when
verification is being reflected with following proper procedure.

· PR – Determining when to verify agent and what to verify. Worrying about verifying the agent vs
the customer and when it is appropriate to ask how the agent what was verified.

· (#2) PH – As far as with the guidelines, there is a lack of consistency between coaching from QA,
Supervisors, & BBVA QA. The added requirements for handling each call are heavily impacting the
call evaluations and scores. Agents are doing more than what they feel is being scored and
defined by the parameters.

Question 5

What recommendations would you make to help clarify specific requirements?

Answer 5

(3#) SA – Specify a requirement for the number of times to provide empathy statements.
Sometimes agents are scored down since they are not providing constant empathy statements
through the call. Ex: They address the customer’s concern at the initial part of the call but fail to
provide an empathy statement for a comment the customer states at a later point in the call or the
agent does not provide an empathy statement immediately after the customer’s statement.