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 QA Questions

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CM



Number of posts : 15
Registration date : 2006-11-11

PostSubject: QA Questions   Fri Nov 17, 2006 6:44 am

Questions you wanna ask bout QA.
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CM



Number of posts : 15
Registration date : 2006-11-11

PostSubject: Re: QA Questions   Fri Nov 17, 2006 6:46 am

1. Do we need to OPACE when it's Wrong Queue?
- No. Just get the first and lastname of the Caller and put it on the Case Header.
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CM



Number of posts : 15
Registration date : 2006-11-11

PostSubject: Re: QA Questions   Fri Nov 17, 2006 6:48 am

2. When call got disconnected we still NEED to say our Closing SPiel. Thank you for calling Dell. have a nice day!
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CM



Number of posts : 15
Registration date : 2006-11-11

PostSubject: Re: QA Questions   Fri Nov 17, 2006 6:50 am

3. Even if you troubleshot with the customer no matter how long you stayed troubleshooting with the customer, if you can't resolve the issue and you need to transfer. Profile the call as WRONG QUEUE.
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CM



Number of posts : 15
Registration date : 2006-11-11

PostSubject: Re: QA Questions   Fri Nov 17, 2006 7:04 am

4. 1 Call - 2 Cases - 1 Service tag Scenario

- Create the first Case with the Normal Call Profiling
*Inbound (CONTACT TYPE)
*Hardware
*Imaging

- Second Case should be Profiled as:
*Log with no Contact (CONTACT TYPE)
*Hardware
*Imaging
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leenuie

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Number of posts : 21
Registration date : 2006-11-28

PostSubject: Re: QA Questions   Fri Dec 01, 2006 5:25 am

CM wrote:
2. When call got disconnected we still NEED to say our Closing SPiel. Thank you for calling Dell. have a nice day!


just say so... I think that QA would still hear you even the customer has hung up.
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Admin
Admin


Number of posts : 77
Age : 35
Registration date : 2006-11-11

PostSubject: Re: QA Questions   Fri Dec 01, 2006 6:12 am

I don't know. For QA purposes just do it, even though it sounds stupid. aheheheh
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evajoy_atibula



Number of posts : 14
Registration date : 2006-11-29

PostSubject: Re: QA Questions   Sat Dec 02, 2006 12:30 pm

to answer that, when the call gets disconnected, whatever you say after it got disconnected will no longer be recorded.

But for BEST PRACTICE, DO THE CLOSING SPIEL.
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