Call Quality Scores – Ehelp

Overview

Call quality scores measure how effectively an agent meets defined interaction standards during a customer call. Each quality item is evaluated as pass or fail, and the final score reflects the percentage of criteria successfully achieved.

Example: If 21 out of 22 criteria are met, the quality score is 95.4 percent.

Where to View Quality Scores

For Agents

Agents can view their individual quality scores on the My Quality tab of the Agent Dashboard.

For Supervisors

Supervisors can view and edit quality scores from the Quality Management tab of the Manager Dashboard.

To add a new score, select the + Add New Item option.

Quality entries submitted here are fed into RPM scorecards and are visible to the employee on their personal dashboard.

How Quality Scores Are Calculated

Each call is evaluated against a defined list of quality criteria. Each criterion is scored as pass or fail. The overall quality score is calculated based on how many criteria are successfully achieved during the interaction.

Quality Scoring Criteria

Score Label	Description	Example
Greeting	Used an appropriate greeting at the beginning of the call.	Thank you for calling Teleflora's eFlorist Support. My name is [rep first name], how can I help you?
Customer Verification	Confirmed the Teleflora ID and shop name.	What is your Teleflora ID? After locating the account, confirm the shop name. If the shop code and name appear on the screen pop, still confirm the shop name and ask for the caller’s first name for the call ticket and future reference.
Appropriate Probing Questions	Asked questions to gather all necessary information to handle the request.	I am happy to help you block outgoing orders. Would you like to review all of the location-based fees we have set up for you?
Assurance of Help	Confirmed the request and assured the caller that help would be provided.	I am happy to help update the tax rate for your website.
Identified Customer’s Concerns	Successfully summarized and repeated the florist’s request for confirmation.	I understand you want to set up a local delivery fee.
Appropriate Resolution	Ensured the resolution matched the severity of the issue.	Minor issues can often be resolved with empathy and an apology. Do not automatically escalate or offer credits unless appropriate.
Conveys Knowledge	Projected confidence when providing answers or resolutions.	Avoid saying “I don’t know.” Instead say, “I will check on that and get back to you with an answer.”
Educated Caller	Took opportunities to teach florists how to make their own changes in eSAT.	I can block these delivery dates for you. Would you like to see how easy it is to do this yourself in eSAT?
Call Pace	Avoided extended dead air, with a maximum of 30 seconds.	Continue communicating with the florist while researching. Do not allow long periods of silence.
Courteousness and Tone	Spoke clearly using a friendly, professional tone.	Sound polite, approachable, and human. Smiling while speaking helps convey friendliness.
Professionalism	Maintained a professional demeanor throughout the call.	Remember the florist is running a business and should be treated accordingly.
Grammar	Avoided slang, jargon, and filler words.	Avoid words such as um, uh, well, so, you know, er, and like.
Empathy and Ownership	Demonstrated empathy and took ownership of resolving the issue.	Acknowledge how the issue affects the florist’s business and confirm you are responsible for resolving it.
Appropriate Hold	Asked permission before placing the caller on hold and checked in every 2 to 3 minutes.	May I place you on hold while I look into this for you? Thank you for holding, I am still researching and will be back shortly.
Addressed Caller Appropriately	Addressed the florist by first name at least once during the call.	Using a caller’s name makes the interaction more personal. Avoid using sir or ma’am.
Call Control	Kept the call focused and avoided unnecessary or distracting conversation.	Listen respectfully, then guide the conversation back to resolving the website issue.
Call Wrap Up	Outlined next steps and set expectations before ending the call.	I will add ten dollars to all Teleflora products. You should see the change within 30 minutes.
Further Assistance	Offered additional help near the end of the call.	Is there anything else I can help you with today?
Professional Closing	Ended the call with a closing statement and waited for the caller to disconnect.	Thank you for calling eFlorist Support. Have a great day.
Documented Outcome	Created a ticket with clear and thorough notes.	Tickets must include the florist’s name, correct topic, issue type, and detailed notes describing changes made or issues identified.