1. Observation Details Sheet
Sheet:
Call Type:
Agent:
Date:
Number #: 01224561881
16/01/2014 11:54
Mohamed Magdy-AboAlNour
Quality/NBA sheet
MCK
Content:
100.00
X
Behavior:
Average:
Rate:Observed By:
Skill: COMED ECCO
100.00
100.00
QA Team
Supervisor: Tony Hakim-Zakher
Manager: Ecco
Unit: Call Center - CoMed
Recording Time: 1/15/2014 10:21:01PM NBA Score N/A
Section Subsection Question A. Fail Answer Comments
Soft skills and behavior Attitude Opening False 4
Soft skills and behavior Attitude Checking Data (Name &
Mobile number)
False 4 Abd Allah
Soft skills and behavior Attitude Welcome the customer False 4
Soft skills and behavior Attitude Offering assistance and
Closing
False 4 -Done
Soft skills and behavior Attitude Phone Etiquette
(hold/transfer/conference
procedures, Silence)
False Yes
Soft skills and behavior Attitude Voice tone (Keeping
pace,Uses appropriate style
,Concentration, Interrupt,
Listen, Control and
overcoming objections….
Etc.)
False 4
Info accuracy Content Basic info False 4 -Edu CST about “MCK” PUSH
monthly fees 5LE via *888*3#
or *999*3# or send sms to
7777 & to deactivate it via
*888*31#
Info accuracy Content Relevant info False 4 -Sent sms by 7777 & *888*3#
-800 & *888#
System interaction Content Identified correct system to
access and reviewing
customer history
False 4
System interaction Content Call Activity False 4 MNOUR21
Right CA
16/01/2014
This report is generated using the Call Assessment web
application developed and designed by Ahmed S. Sakr, SMC
Business Solutions, COPS Planning & Development Page 1 of 2

2. Section Subsection Question A. Fail Answer Comments
System interaction Content Active step on the system
(Service
Activation/Deactivation, SR
Tree)
False N/A
Getting effective
outcome from the call
Content Questioning technique and
call reason identification
False 4 -Needs to activate "MCK" service
monthly
Getting effective
outcome from the call
Content Do every step right from
1st time,(FCR)
False Yes
Non-scoring section Content Impress our customer False No
Non-scoring section Content Customer satisfaction False Yes
Non-scoring section Content Customer resolution for call False Yes
Non-scoring section Content QA finding &
recommendation/VOC
False Yes
Non-scoring section Content QA Tip False Yes
RTB (Recommend the
Best)
RTB Did the agent introduce the
RTB on the right time
False N/A
RTB (Recommend the
Best)
RTB Using appropriate RTB
Techniques and Behavior
False N/A
RTB (Recommend the
Best)
RTB Promoting the RTB
effectively
False N/A
RTB (Recommend the
Best)
RTB Closing the deal "fulfilling
the action"
False N/A
16/01/2014
This report is generated using the Call Assessment web
application developed and designed by Ahmed S. Sakr, SMC
Business Solutions, COPS Planning & Development Page 2 of 2