AHT( Total Session Duration - 45 Minutes)
Process
Followed Action Plan given by the Mentor
Appropriate resources used when initial plan failed
Mentee checked back with Mentor for further Action Plan(Verified through Bomgar Chat)
Mentee used appropriate KB article(Internal/Vendor site) after informing the Mentor through Bomgar chat
Used appropriate language while communicating with the customer
Responses to customer's questions and comments were appropriate
Was able to change word choice to suit customers needs
Used proper grammar or spelling while communicating with the customers(Spelling/Grammar mistakes did not hamper customer's understanding )
Give timely response to the customers queries
Promptly answered customers questions
Acknowledged all the comments from customer
Appropriate case documentation
Issue was documented in detail
Troubleshooting Steps Documented in Action Result Format
Information about software & hardware relevant to the issue updated in device info
Disclaimers given during the call documented at relevant point of case documentation
Did not miss to document any troubleshooting step
Only the steps performed were documented
Action Plan given to customer documented in Case Notes(if Any)
Case was disposed appropriately
Appropriate education provided
Agent Educated the customer about the reasons of the trouble shooting steps being performed on the computer
No inaccurate information was provided to the customer
Appropriate Call Closing
Reverted all the settings (which were changed for diagnosis of the issue) back to normal
Summarized the call(discussed Issue, Cause and Resolution/Detailed Action Plan(unresolved issue)
Used the prescribed call closing(including thanking the customer for calling iYogi and "Good Karma")
Pitched for renewal/Add-on(when customer was satisfied)
Pitched for Renewal (When the subscription was about to expire within 90 days)
Pitched for Upgrade(When the subscription was not getting expired within 90 days)
Pitched for Add-on on all the calls
Appropriate e-mail was sent
Issue was appropriately documented
Summary contained the case and resolution/action plan (unresolved cases)
No Spelling Mistakes
No Grammatical Mistakes
Zero tolerance
Showed professionalism throughout call
Did not make any Disparaging remarks against Iyogi or its competitors or their products
Agent was rude to the customer at any given time during call
Provided appropriate disclaimers
Before making any change in the registry
Optimizing Internet Explorer
Before Performing a System Restore
Took precautionary measures
Took Registry backup before making changes in the registry
Created system restore point before running any anti-spyware/anti-virus
Created system restore point before using any unauthorized tool(prior for the tool usage to be taken)
Did not try to avoid a call/session
Logged the case (case was not left Blank)
Only Authorized tools were used for troubleshooting ..
Call back was attempted when the call/session got disconnected
No Indian/Regional Language was used on the call
Escalation was followed
Documented permission for escalation was taken
Alternate Phone No. was taken
Appropriate Time Frame/ Time Zone was taken
Followed iYogi's Privacy Policy
Mentee did not ask customer to put specific password of his(mentee's)choice anywhere during the call/remote
Mentee did not try to preview customers personal files/folder of important documents(not related to troubleshooting)
Support Dock
Installed Support Dock(Zero Tolerance)
Installed Live Help
Installed Push To Talk
Installed Optimize
Installed Homenet Manger
Installed Green PC
Registered and Installed Carbonite
Educated the customer about all the SD component appropriately
My iYogi
Live Help
Push To Talk
Optimize
Homenet Manager
Green PC
Carbonite
