KOAT-D

2. Remaining positive and neutral.
6. Number of times we should address the customer.
7. Section of the score card where not educating the customer would be addressed.
9. What we should do when taking over a call, letting the cm know we are aware of the reason for the call.
10. Number of seconds we have for dead air.
11. Mechanics Where reviewing the account notes and documenting the account would be scored to.
12. Personable and engaging.

1. Avoiding unnecessary call backs.
3. Should be provided to the agent and customer after determining the reason for the call.
4. Where sharing the value of the plan would be scored to.
5. Needs to be offered when the opportunity presents itself.
8. Amazing Customer Experience