Information we provide should be clear and understandable to the customers. We have to be 100% sure that the information we are giving to the customer is correct and offered the best solutions. Confidence comes through wide rage of knowledge and ability to resolve the customer's issue.

BE - Agent sounds like he is not sure about the information he is providing. He/She took a lot of time and provided information which does not sound accurate and complete.

ME - Agent is not confident in providing required information to the customers. Various pause/filler words are used during the call. Agent keep on checking information in various sources and took more than expected time to deliver the information or provided information otherwise.

EE - Agent sound confident and provided instant solution to the customer. Information provided by the customer sounds clear, confident and 100% accurate. Proactiveness is also seen while offering customer the other solutions of Ncell.

KMPL Inbound Call Quality Evaluation Form