The Customer Success (CX) team will be expected to follow the outline listed below when addressing and handling the customer’s request through all channels.
| GREETING | OVERVIEW | EXPECTATIONS |
| Response Time | Response time starts when the interaction with the customer reaches a CXS in any channel. Responding to inquiries within our quality guidelines will increase customer satisfaction and our ability to build a loyal customer base. Impact: Responding to inquiries within our QQAP guidelines will increase customer satisfaction and our ability to build a loyal customer. Failing to meet this standard causes our customers to feel they are not important to us. | Phone Requirements: The customer must be acknowledged/greeted within the following timeframes or service level agreement (SLA) in order to gain a yes on the quality form. Phone five (5) seconds or less Email/OLB or Chat Requirements: Chat < 20 seconds Email/OLB: Responded appropriately as to the pipeline/status assigned |
| Proper Opening | Proper opening in one to one interactive channels to include voice, chat, SMS, sets the tone for the interaction. It provides the customer with the name of the person they are interacting with, branding, and regulatory compliance disclosure. Asking for the caller’s name helps provide the CXS with the first steps toward authenticating the account, should they have one. CXS must use 800-908-6600 when making Outbound calls to ensure regulatory compliance disclosure. Impact: It is important for the CXS to let the contact know who is assisting them to start the process of building a relationship. | Phone Requirements: The greeting must include: – CXS Name – Branding i.e.: Quontic or Quontic Bank – Offering assistance After customer states their concern, CXS must verify whom they are speaking to and acknowledge their concern ie: I can help you with that. Example: Thank you for calling Quontic Bank, my name is XXX – how can I help you today? [Customer responds] I can help you with that.” When making an Outbound call CXS must identify themselves by name and that they are calling from Quontic Bank. Email/OLB or Chat Requirements: Email: When responding to an email used the customer’s full name vs Mr./Mrs./Ms./Miss Example: Dear Susan Smith or Hello Steven Sanders or Good Afternoon Tammy Jenkins |
| PRIVACY & SECURITY | OVERVIEW | EXPECTATION |
| Authenticating Account Holder | Authenticating the account holder before providing any account information is a critical requirement, this step helps to prevent fraud, which protects Quontic Bank. This is a PASS/FAIL attribute. Impact: Failing to properly identify the account holder may inadvertently provide confidential information to a non-account holder and put both Quontic and the account holder at risk. Corrective action up to termination will be provided if an account is not authenticated and account information is provided. | This is a PASS/FAIL attribute. Phone Requirements: CXS must explain why we need to verify their identity, using phrasing such as “For security purposes.” Must verify minimally four (4) points of information. Options include: – Full name as it appears on the account – Account number – please note that if the customer states that they do not have readily available immediately move on to another verification point. – Last four of SSN – Address – Age – DOB – If a brand-new account the funding source – Last deposit made – Mother’s maiden name – How many accounts do you have with Quontic – Name of direct depositor CXS must ask additional security questions when: – The customer stumbles with answering the security questions – There is a Fraud note visible to identify theft. CXS can refer to the Unusual Activity Report SOP for examples. Email/OLB or Chat Requirements: Email – CSX needs to pull the customer account up in Horizon/Hubspot and verify that email came from email address on file. |
| PRIVACY & SECURITY | OVERVIEW | EXPECTATION |
| Privacy and Security Guidelines | Outlines what information may or may not be provided for any Quontic product via all channels This is a PASS/FAIL attribute. Impact: Providing PII or PCI data may compromise an account, even if you authenticated the customer. | This is a PASS/FAIL attribute. Phone Requirement: CXS can only communicate with the account holder(s). Note that beneficiaries are not account holders. Email/OLB or Chat Requirements: Email: Any email containing sensitive information must be sent via a secure email. Ensure that the email it came from matches the one in the Horizon account. |
| PROBLEM-SOLVING ABILITY | OVERVIEW | EXPECTATION |
| Effective Probing & Root Cause Identification | Asking appropriate probing questions is the building block to providing our customers with the best solutions to their problems/concerns. Effective probing will be critical for resolving customer issues. CXS need to make sure they understand the core issue of the call, noting that the customer may have multiple concerns on one call that must all be addressed. Impact: Not getting to the root cause can lead to inappropriate solutions. | Phone Requirements: CXS must ask open-ended and close-ended questions to get to the root cause. Examples: – Can you tell me a little bit more about the problem you are having? – How long have you noticed this? – When you try to access your online banking information what screen are you seeing? Email or OLB/Chat Requirements: CXS must demonstrate in their response that they grasped the root cause of the customer’s written concern. When using an email template, CXS must tailor the response to show empathy when appropriate and make sure that they address every concern the customer has. CXS may need to ask clarifying questions to customers to better understand their needs. |
| Appropriate Solutions | Once a root cause has been determined the CXS must provide the best solution(s)/option(s). Providing accurate information is essential. Impact: Failing to resolve problems or misinforming consumers/potential consumers can be costly. It hurts the Quontic reputation, it may cause a regulatory complaint to be filed, the customer may close their account(s). | Phone/Email/OLB or Chat Requirements: CXS must provide options and ensure that the information that they are giving is accurate. The solution must fit the needs of the situation at hand. |
| WORKFLOW/ ACCURACY | OVERVIEW | EXPECTATION |
| Utilize Knowledge Tools | Must utilize the tools provided to assist the customer. Customers’ accounts MUST be accessed, even if they have a “quick question.” CXS will utilize appropriate tools to gain a full understanding of the customer’s account and read all notes. CXS will use Knowledge Base(KB) to access articles related to the issue at hand for every contact to ensure that they are following the most up-to-date procedures. If an answer is not found in the KB, it is upon the CXS to own escalating Impact: Failure to utilize tools can lead to a poor customer experience, causing a negative view of Quontic. Additionally, regulatory issues could arise up to a formal complaint. | Phone/Email/OLB or Chat Requirements: CXS utilized the following systems: – Horizon/Hubspot to review the customer’s account – Knowledge Base to answer questions about policies/procedures – Email Templates – SOPs – CX Team/DBO chat in Ring Central to ask peers questions if the process is new and may not be up to date in Knowledge Base. – Reached out to a manager if unable to find the answer |
| Effectively Communicate Rules, Policies and/or Procedures | Knowledge Base articles, SOP’s and training will provide guidelines for the proper way to handle customer interactions. It is important to follow the steps/procedures to ensure the best customer experience. Impact: Failure to effectively communicate can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues. | Phone/Email/OLB or Chat Requirements: CXS followed processes and CX Business Rules as outlined in SOP’s/Knowledge Base. CXS reached out to a manager should a procedure/process/policy not be covered in KB or SOP’s |
| Documentation & Interaction Disposition | It is important to follow the protocol for documenting customer interactions accurately. It helps to tell the narrative for the decision/solution. It elevates the service standards for the next CXS and improves the future experience of the customer. CXS’s will document interactions in Hubspot. Impact: Failure to properly document and disposition the interaction correctly can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues. | Phone/Email/OLB or Chat Requirements: CXS must use existing ticket if one has already been created for the concern in question, to alleviate duplicate tickets. Chat Tickets are to be associated to other tickets. CXS efficiently utilizes one “Note” or one “Log Call” in Hubspot to document their interaction with the customer. The note needs to include: – Detailed explanation of the interaction/snippets they had with the customer – Snippets need to reflect the account information/work as CSX see’s it at the time of the customer interaction – Notes must be professional – keeping in mind that outside sources may view for complaints/issues All calls, Inbound and Outbound must be logged. Snippets can be added to Log Call when necessary instead of adding a Note to be efficient. CXS must select the correct disposition for the ticket. “About This Ticket” section must be fully completed to accurately represent the inquiry. |
| Proper Hold & Transfer Procedures | Proper hold and transfer procedure etiquette lead to an improved customer experience. CXS needs to set expectations for the customer. Impact: Failure to properly follow the hold & transfer procedures correctly can lead to a poor customer experience, causing a negative view of Quontic. | Phone and Chat: CXS must gain the permission of the customer before placing them on hold and advise the hold time will be approximately 1-2 minutes. CXS must place the customer on a hard hold versus using the mute button. If a longer hold is required, CXS must check back in with the customer and advise that they are still working on their concern. When returning to a customer from hold, the CXS must thank the customer for holding. If a transfer is involved, CXS must explain to the customer that they will transfer them over to another department and introduce the call. This is what is referred to as a Warm Transfer. |
| RELATIONSHIP MANAGEMENT | OVERVIEW | EXPECTATION |
| Active Listening/ Comprehension | Actively listen to what the customer is saying. Customers should not have to repeat themselves due to CXS being distracted. Respond to the customer appropriately instead of moving on to the “next step” of the call. Impact: Failure to effectively listen & comprehend the customers’ issue can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone Requirements: – CXS must remain focused on the call, not repeat themselves unnecessarily and not overtalk/interrupt the customer. – CXS will use verbal queues to let the customer know that they are listening, such as “OK” “Yes” and “I understand.” versus “mmmhmmm” Email or OLB/Chat: – CXS must read the email/OLB/Chat thoroughly to ensure that they fully comprehend the customer’s request. |
| Ownership | Ownership is about the initiative to resolve an issue or help a customer. The CXS will accept responsibility for ensuring the customer is taken care of and show a willingness to see any problem through to the end. Impact: Failure to take ownership of a customer concern can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone Requirements: CXS needs to: – Own the problem, using “I” statements versus “they” or “We” versus “Sending to operations team” – Focus on what they can do versus cannot do. – Do not place blame on customers or the bank/departments. -Use resources available to assist – should offer to send secure messages to make the process easier for the customer versus guiding the customer to go to OLB and send us a message. – If there is a form the customer needs to complete, offer to walk the customer through the process and follow through with their request – one call does it all. Email/OLB or Chat Requirements: – Once CXS has claimed an OLB message/form, they then take the initial ownership of that request. |
| Build Rapport | Building rapport is a necessary step to attracting and retaining our customer base. We want to ensure that the customer has a positive impression of Quontic Bank. Impact: Failure to build rapport can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone Requirements: CXS must build rapport using various strategies, such as: – Using customer name throughout the conversation – Follow their lead – if they say their name is Thomas, use Thomas, if they say their name is Mr. Smith, use Mr. Smith instead of their first name. – Ask how their day is going if it fits in naturally to the conversation – Be personable but professional. Don’t be a robot. Email/OLB/Chat Requirements: N/A |
| Willingness & Empathy | Willingness to help a customer provides confidence that we can be trusted with their money and their business. Showing empathy when appropriate can help alleviate an upset customer. There is a balance between when to apologize or just show that you understand. Impact: Failure to demonstrate willingness & empathy in assisting our customers can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone/Email or OLB/Chat: CXS must convey a willingness to assist the customer from beginning to end. CXS must use verbal/written empathy statements as appropriate. Example: “I’m sorry that you are feeling frustrated.” or “It sounds like you’ve had a difficult time with this.” or “I understand how frustrating that can be.” |
| Tone/Rate of Speech | The way the CXS speaks to the customer sets the “tone” for the call. CXS needs to be friendly, helpful, upbeat, and courteous. The tone of voice provides the customer with a sense of the CXS’s personality, which can translate to their willingness to do business with us. Impact: Failure to maintain the appropriate tone/rate of speech required for the call can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone Requirements: CXS must have a tone that is upbeat and friendly – that conveys a “smile” in your voice. Tone needs to convey a willingness to help. The rate of speech needs to match that of the customer or for the information being given Example: CXS should slow rate of speech down when walking a customer through a feature on our website. Email or OLB/Chat Requirements: Does the tone of the email/OLB/Chat match the written concern of the customer? Tone must be helpful and professional. |
| Professional Communication | The CXS needs to communicate in a professional, business manner. They are handling sensitive customer information, as well as their money. Good spelling, correct grammar, and proper punctuation will instill confidence and credibility. Impact: Failure to effectively communicate can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone/Email/OLB or Chat Requirements: Professional Communication CXS must use professional language that is free from jargon that the customer might not understand, such as “let me check the KB” or “our Operations Team” When dealing with an upset or rude customer CXS must retain their composure and professional tone, remembering that the customer is not attacking them personally. CXS can deploy tactics such as the empathy statement ie – I’m sorry that you feel that way.” to try to de-escalate the customer. CXS must not share organizational issues, such as the systems running slow, being new, and stating we are understaffed. CXS should never refer to Quontic Bank or our products in a negative light. CXS must use correct grammar and spelling when communicating via chat or email. |
| CALL CLOSING | OVERVIEW | IMPACT |
| One Contact Resolution | For one contact resolution and increased customer satisfaction, it is important that we check to ensure there are no other issues or questions before ending the call or chat. Recapping steps that have been taken further assures the customer that their issue has been handled. Impact: Failure to recap the steps that have been taken, as well as confirming a plan of action, can lead to a poor customer experience, causing a negative view of Quontic as well as the potential for regulatory issues | Phone Requirements: – Verbally keep the customer updated throughout the interaction. – Try to do as much for the customer as you can during your call – this saves the customer from having to call back – one call should do it all. – Confirm the next steps – Ensure all issues are resolved. – Ensure all questions have been answered Email/OLB or Chat Requirements: Written communication needs to anticipate what customers will need to resolve the issue within one contact. Example: The customer emails that they want to close their account. In reviewing their profile, they have multiple accounts – CXS must probe as to what account(s) the customer wants closed and advise as to the next steps. |
| Proper Closing | The final closing of the interaction is our last opportunity to make a great impression. Impact: Failure to effectively communicate can lead to a poor customer experience, causing a negative view of Quontic, | Phone Requirements: – Ask the customer if they have any additional questions. – Thank them for calling Quontic Bank. Email/OLB or Chat Requirements: After the body of your message is written, state “Thank you for banking with Quontic.” |
| BONUS POINTS | OVERVIEW | EXPECTATIONS |
| Champion Quontic Bank | A CXS will be rewarded if they take extra steps (when appropriate) to sing the praises of Quontic Bank and products in order to further build our client relationship. Proper procedures/processes must have been followed on the call and the call be free from Zero Tolerance Behaviors to earn this point bonus. | CSX must have: – Positioned Quontic Bank our products in a positive light – suggesting products that fit the individual needs of the customer when applicable. Proper procedures/processes must have been followed on this call and the call be free from Zero Tolerance Behaviors to earn this point bonus. |
| Customer Service Excellence Bonus | Providing customer service excellence is the goal for every call. Delivering a personal experience when done correctly is an incredible tool for a long-lasting business relationship. Proper procedures/processes must have been followed on the call and the call be free from Zero Tolerance Behaviors to earn this point bonus. | Evaluator Must Hear: – Customer thanking the CXS for their outstanding customer service – Customer asking to speak to a supervisor to provide positive feedback on their experience – Customer expressed what a great help the CXS was – CXS was able to turn around a difficult or irate customer without supervisor intervention. – Auditor can apply points based upon outstanding interaction Proper procedures/processes must have been followed on this call and the call be free from Zero Tolerance Behaviors to earn this point bonus. |
| ZERO TOLERANCE BEHAVIORS – AUTOFAILS | ||
| CUSTOMER/ BUSINESS CRITICAL | OVERVIEW | EXPECTATIONS |
| Auto-Fail Behaviors | Critical auto-fails are defined as those that impact the customer experience and leave a negative impression of the bank/products. | Side Conversations Recorded: CXS failed to use mute/hold and conducted conversations not related to the call at hand. Rudeness: Condescending tone, deliberately offensive Supervisor Request: Did not attempt to get a supervisor upon customer request Call Avoidance: Not answering, prolonged hold, disconnecting the call, transferring unnecessarily, etc. Profanity: Used any type of profanity at any point in the call that is recorded. Derogatory Comments: CXS used negative terms to describe our products/services Logging Calls: Did not log inbound/outbound calls |