Response Time: 

  • The first response is sent within 5 minutes Live chat, 1 hour Email

  • The subsequent response is sent within 5 minutes

Communication: 

  • An appropriate greeting is sent to start the conversation

  • An empathetic tone is used in the entire conversation

  • Correct use of grammar, spellings and sentence structure.

  • User friendly, and inclusive language is used according to user’s preference (English/Urdu) 

Acknowledgement: 

  • User’s issue is well understood and acknowledged before providing a resolution

  • Correct questions asked or macro/response sent 

Chat Tagging:

  • Correct chat tag is used 

  • Bot-generated tags were not overlooked.

Solution: 

  • SOPs were followed, and accurate information was provided.

  • A detailed and comprehensive solution addressed all user queries.

Internal Action: 

  • Escalations were made to the correct channels with all relevant information, and promised actions were fulfilled.

External Action: 

  • The user was updated promptly within the current or next shift regarding their raised thread.

Compliant:

  • No internal or sensitive information was shared, and no sensitive data was requested from the user.

Overall Communication:

  • Greeting, grammar, empathy, and language were all appropriately and effectively used.