We have specific parameters and trigger words that need to be identified and fed into the system.

Here are the parameters to focus on, along with the expanded list of trigger words:

Listing Assistance:

- Trigger words: "create listing," "post listing," "help with listing," "publish property," "listing
details," "add a property," "upload photos," "edit listing," "update listing," "new listing," "list my
property," "property information," "submit listing," "property description," "add listing
information," "property upload".

Quality Assurance:
- Trigger words: "quality check," "verify listing," "quality process," "listing standards,"
"compliance check," "inspection," "listing review," "quality guidelines," "quality assurance,"
"listing validation," "standards compliance," "quality control," "quality inspection," "quality
verification," "quality assessment," "quality checkup"

Refund Requests:
- Trigger words: "refund," "money back," "return payment," "refund status," "reimbursement,"
"refund process," "return policy," "refund request," "refund inquiry," "refund issue," "payment
return," "refund procedure," "refund follow-up," "refund delay," "money return," "refund
confirmation"

Account Issues:
- Trigger words: "account problem," "login issue," "password reset," "account access," "account
locked," "update account," "profile issue," "account recovery," "account troubleshooting,"
"account settings," "account help," "account difficulties," "account login," "account assistance,"
"account support," "account error"

Technical Support:
- Trigger words: "technical help," "website issue," "bug report," "technical problem," "system
error," "technical difficulties," "site down," "website malfunction," "technical support,"
"technical trouble," "tech help," "system malfunction," "site problem," "tech issue," "technical
glitch," "technical inquiry"

General Inquiries:
- Trigger words: "general question," "information needed," "how to," "assist me," "help needed,"
"customer support," "need info," "guidance required," "general information," "general help,"
"general assistance," "info request," "general query," "inquiry," "ask a question," "customer
inquiry"

In addition to these categories, we have specific criteria for evaluating the interaction, which
should also be integrated into the AI's evaluation process:
Opening:

1. Greeting:
- Trigger words: "Hello," "good morning," "good afternoon," "good evening," "how are you
today," "how are you doing," "welcome," "hi there," "greetings," "good day," "nice to speak with
you," "pleasant day," "how's your day going," "hope you're well," "hello there"
- Behavior: The agent opens the interaction in a positive tone while positioning the brand.

2. Citing Company's Name:

- Trigger words: "Welcome to Furnished Finder," "thank you for contacting Furnished Finder,"
"Furnished Finder support," "you're speaking with Furnished Finder," "Furnished Finder
customer service," "Furnished Finder assistance," "contacting Furnished Finder," "thank you for
reaching out to Furnished Finder," "Furnished Finder team," "Furnished Finder helpdesk"
- Behavior: Cites the Company's Name.

3. Self-Introduction:
- Trigger words: "My name is," "I am," "this is," "you're speaking with," "I'm here to help," "this
is [name]," "my name is [name]," "you can call me," "I'm [name] from Furnished Finder," "my
name's [name]," "this is your agent [name]"
- Behavior: Introduces themselves (First Name or recognizable nickname).

4. Customer's Full Name Confirmation:

- Trigger words: "Can you confirm the full name?" "Can you confirm the last name?" "May I
have your full name?" "Could you provide your name?" "I need your full name," "please tell me
your full name," "what's your full name?" "full name confirmation," "verify your name," "name
check"
- Behavior: The agent protects the customer's sensitive information.

5. Customer's Phone Number or Email Confirmation:

- Trigger words: "Can you provide me the email address?" "Can you provide me the phone
number?" "What's your email?" "What's your phone number?" "I need your email address,"
"please give me your phone number," "verify your email," "verify your phone number," "contact
email," "phone number confirmation," "email check"
- Behavior: Requests the caller/account holder's Full Name AND Email OR Phone number.

Communication:

6. Soft Skills:
- Trigger words: "No worries I can help you," "I am happy to assist you," "I will help you with
this," "I am happy to help you," "I'll happily review your account," "Let me take a look at your
case," "I'm here to assist," "I'll handle this for you," "I'll take care of it," "don't worry, I've got
this," "let me help you out," "I can assist with that," "I can look into that for you," "allow me to
help," "I'll sort it out for you"
- Behavior: The agent uses soft skills to build rapport/trust with the customer.

7. Empathy:
- Trigger words: "I am sorry about how you are feeling," "I understand how you are feeling," "I
know this is important for you," "I know this can be frustrating," "I understand the situation," "I
completely understand you," "I empathize with your situation," "I understand your frustration,"
"I know this must be difficult," "I can see why you're upset," "I feel for you," "I get that this is
hard," "I appreciate your patience," "I'm sorry for the inconvenience," "I understand your
concern"
- Behavior: When applicable, the agent displays empathy.

Product Knowledge:

8. Guiding to Information:
- Trigger words: "Download the app," "Knowledge base," "go to your messages," "Tenant leads
section," "what device are you using?" "Are you using a phone or a tablet?" "Please go to your
dashboard," "click on dashboard," "go to furnished finder dot com," "do your log in," "follow
these steps," "navigate to," "access your account," "log in to your dashboard," "check your
messages," "open the app," "visit our website"
- Behavior: The agent promotes autonomy and self-service, confirms the device being used for
proper guidance.

Closure:

9. Offering Additional Assistance:

- Trigger words: "Do you have any other questions?" "May I help you with anything else?"
"Anything else that I can help you with today?" "Additional questions," "Do you have any more
questions?" "Is there anything else?" "Any other assistance needed?" "Any other help required?"
"Can I assist you with anything else?" "Anything else you'd like to know?" "Any more
questions?" "Other queries?" "Additional support?"
- Behavior: The agent closes the interaction in a positive tone while positioning the brand.

10. Showing Appreciation:

- Trigger words: "Thank you for contacting Furnished Finder," "Thank you for your call,"
"Thank you for contacting us," "It was a pleasure to talk with you today," "You have my
pleasure to assist you," "Thank you for your time," "Thank you for reaching out," "I appreciate
your call," "Thank you for choosing Furnished Finder," "Thank you for getting in touch,"
"Thanks for calling," "Appreciate your time," "Grateful for your call," "Thank you for your
patience," "Glad to assist you"
- Behavior: Shows appreciation and thanked the customer for calling.

Compliance:

11. Professional Standards:

- Behavior: The agent contributes to a positive company's image, avoids any behavior listed
under "Customer Mistreatment" or "Interaction Avoidance."

Professional Language:
- Trigger words: "Thank you," "please," "you're welcome," "excuse me," "pardon me," "I
appreciate," "my pleasure," "I apologize," "let me assist," "I understand," "allow me to help,"
"may I help you," "I'd be happy to," "certainly," "of course," "absolutely"

Positive Tone:
- Trigger words: "great," "wonderful," "excellent," "fantastic," "pleasure," "happy to help,"
"delighted," "glad to assist," "appreciate your patience," "thank you for your patience," "thank
you for understanding," "appreciate your call," "glad you called"

Professional Demeanor:
- Trigger words: "professional," "respectful," "courteous," "polite," "patient," "understanding,"
"helpful," "positive attitude," "willing to assist," "calm," "composed," "empathetic,"
"supportive," "attentive," "focused"

Avoiding Negative Behaviors:

- Trigger words: "argue," "interrupt," "speak over," "disinterested," "dismissive,"
"unprofessional," "profanity," "supervisor request," "discriminatory language," "name-calling,"
"condescending," "mocking," "laughing at," "threatening," "coercing," "harassing," "contact
outside of work," "hold until disconnected," "call avoidance"

Meeting Customer Needs:

- Trigger words: "assist," "help," "support," "solve," "resolve," "address," "handle," "take care
of," "ensure satisfaction," "meet needs," "fulfill request," "answer questions," "provide
information," "guide through"

Proper Closure:
- Trigger words: "anything else I can help with," "any other questions," "glad to assist," "thank
you for your time," "have a great day," "take care," "goodbye," "looking forward to assisting you
again," "contact us anytime," "we're here to help," "appreciate your call," "call back if you need
more help"

Compliance with Policies:

- Trigger words: "company policy," "compliance," "guidelines," "standards," "protocol,"
"procedure," "rules," "regulations," "policy adherence," "follow guidelines," "company
standards," "compliant with," "ensure compliance," "meet standards," "policy requirements"

Professional Standards Specific Situations:

- Trigger words: "urgent," "escalate," "priority," "immediate attention," "high importance,"
"resolve quickly," "action needed," "follow up," "call back," "immediate assistance," "time-
sensitive," "critical issue," "address immediately," "urgent matter"
Greeting

Hello, Good morning, Good afternoon, Good evening, Welcome to Furnished Finder, How can I
assist you today?, Thank you for calling, How are you today?, Hi there, Good to see you, It's
great to hear from you, Thank you for reaching out, Hope you're having a good day, How can I
assist you this morning/afternoon/evening?, What can I do for you today?

Did the agent greet the customer correctly?

Hello, Hi, Good morning, Good afternoon, Good evening, How are you today?, How are you
doing?, Welcome, Greetings, Nice to speak with you

Did the agent cite the company's name?

Welcome to Furnished Finder, Thank you for calling Furnished Finder, Thank you for contacting
Furnished Finder, You’ve reached Furnished Finder, Furnished Finder customer service, This is
Furnished Finder, how can I assist you?, Furnished Finder support, Furnished Finder, how may I
help you?, You’re speaking with Furnished Finder

Did the agent introduce herself?

My name is, I am, This is [Name], You’re speaking with [Name], I’m [Name] from Furnished
Finder, This is [Name] at your service, You’re talking to [Name], I’m here to help, my name is
[Name], I’m [Name], how can I assist you?

Active Listening

I understand, I see, Got it, I hear you, Let me repeat that back to you, So, what you're saying is...,
Absolutely, I can see why you’re concerned, I’m taking notes, Please go on, I’m following,
That’s helpful information, I appreciate you sharing that, I’m here to listen, That makes sense

Effective Questioning

Can you please clarify?, Could you provide more details?, What exactly happened?, When did
this issue start?, How can I help you with this?, Can you walk me through that?, What would you
like us to do?, Can you explain that a bit more?, What steps have you already taken?, Can you
specify the issue?, What outcome are you hoping for?, Can you provide an example?, Is there
anything else I should know?, What have you tried so far?

Empathy

I’m sorry to hear that, I understand how you feel, I know this is frustrating, I can see how that
would be upsetting, Thank you for sharing this with me, I appreciate your patience, I completely
understand, I’m sorry you’re going through this, That sounds really challenging, I know this
must be difficult, I can imagine how upsetting this is, I’m here to help make this right, It’s
understandable you feel this way, I’d feel the same in your situation
Reassurance

We’ll take care of this, You’re in good hands, I’ll handle this for you, Rest assured, we will
resolve this, We’ll get this sorted out, I will ensure this is fixed, You can count on us, We’re here
for you, I’m on it, I’ll ensure this gets resolved, We’ll handle this swiftly, I’ll make sure this is
taken care of, We’ve got you covered, You’re in safe hands

Use of Hold/Mute

May I place you on hold for a moment?, Can I put you on a brief hold?, Please hold on while I
check, I’ll be back shortly, One moment, please, Thank you for holding, I appreciate your
patience, I’ll just be a moment, Let me place you on a quick hold, Bear with me for a moment,
Thank you for your patience while on hold, I’ll return shortly, I need a minute to check on this,
Hold on, let me verify this for you

Problem-Solving Skills

Let’s see what we can do, I have a solution for you, Here’s what we’ll do, Let’s try this
approach, I suggest we..., We can resolve this by..., I will handle this right away, Let’s work
through this together, I have a couple of options for you, One possible solution is, Let’s figure
this out, Here’s what we can do, I’ve got a solution for you, We can address this by

Customer Education

You can find this in your dashboard, Here’s how you do it, Go to the settings menu, Click on...,
You’ll see an option for..., Let me guide you through it, This is available in our help section,
Here’s a step-by-step guide, This is how you can do it yourself, Check this section on our site,
Have you seen our tutorial on this?, This FAQ might help you, Let me show you where to find it,
You can learn more about this feature here

Clarity and Conciseness

In summary, To clarify, Simply put, Let me explain briefly, Here’s the main point, In short, To
make it clear, Let’s get straight to the point, To put it simply, Here’s what you need to know, The
key point is, Let me clarify, To be brief, Here’s the gist

Product Knowledge

Our platform offers..., You can list your property by..., This feature allows you to..., Furnished
Finder provides..., With our service, you can..., Here’s how it works, This tool helps you to...,
This feature helps you, Our platform allows for, You can use this tool to, With Furnished Finder,
you can, This service provides, Here’s a functionality you might find useful, Our product offers

Tool Usage (Internal)

I’m updating your details, Let me check the system, I’ve logged this issue, I’ll document this for
you, I’m accessing your account now, Using our database, This tool will help us, I’m entering
this into the system, Let me pull up your account, I’m updating our records, This will be
reflected in your account, I’m logging this information, Checking our database now, Using our
internal tools to assist you

Account Documentation.

I’ve added a note to your account, This will be recorded, Let me update your file, I’ll document
our conversation, This information is now logged, Your account has been updated, I’ll keep a
record of this, I’ve made a note of this, This will be recorded in your account, I’ve updated your
profile, Your account details are now updated, I’ve logged your request, This has been added to
your record, Your information is now up to date

Offer Additional Assistance

Anything else I can assist with?, Do you have any other questions?, Can I help you with
something else?, Is there anything more I can do for you?, Any other concerns today?, Would
you like help with anything else?, Feel free to ask if you need further assistance, Is there
anything else you need help with?, Do you need assistance with anything else?, Any other
questions today?, Anything more I can do for you?, Would you like further assistance?, Is there
any other support you require?, Feel free to ask about anything else

Closure, End on High Note

Thank you for contacting us, Have a great day, It was a pleasure assisting you, Thank you for
your time, We appreciate your call, Looking forward to serving you again, Take care and thank
you, Have a wonderful day, Thanks again for calling, Take care, It was great assisting you, We
look forward to serving you again, Thanks for your time, Have a great one

Professionalism and Courtesy

Please, Thank you, Excuse me, I apologize, You’re welcome, May I, Yes, sir/ma'am, Certainly, I
appreciate your patience, Thank you for understanding, Of course, Certainly, I apologize for any
inconvenience, Thank you for your patience, Yes, absolutely, I’ll make sure to address that,
Please hold on a moment, Allow me to assist you, Thank you for your understanding, It’s my
pleasure to help, I appreciate your time

Account Verification

Did the agent check the full name?

Can you please provide your full name?, May I have your full name?, Could you confirm your
full name for me?, What is the name on the account?, To verify, what is your full name?, Please
spell your full name for me, Could you state your full name?, Full name, please, Can I get your
full name for verification?, What's the full name on your account?, Could you verify your full
name for our records?, Who am I speaking with today?, May I know the full name registered
with us?, Please confirm your first and last name, Can you tell me your complete name?, Full
name as it appears on the account, please, Could you spell out your full name for verification?,
What is the full name associated with your account?

Did the agent confirm the Customer's Phone number OR email associated with the
account?
Can you provide the email address associated with your account?, What is the phone number
linked to your account?, Please confirm your registered email address, Could you give me the
phone number you used to sign up?, What email do you use for this account?, Can you tell me
the email address on file?, To verify, may I have your phone number?, What is the contact
number on your account?, I need your email for verification purposes, Please provide the email
or phone number associated with your account, What phone number did you use to register?,
Could you provide the email linked to your account?, What email address is on file for you?, Can
you confirm the contact number on your account?, Please give me the phone number you
registered with, Which email did you use

1. Greeting

 "Hello"
 "Good morning"
 "Good afternoon"
 "Good evening"
 "Welcome to Furnished Finder"
 "How can I assist you today?"
 "Thank you for calling"
 "How are you today?"
 "Hi there"
 "Good to see you"
 "It's great to hear from you"
 "Thank you for reaching out"
 "Hope you're having a good day"
 "How can I assist you this morning/afternoon/evening?"
 "What can I do for you today?"

Did the agent greet the customer correctly?

 "Hello"
 "Hi"
 "Good morning"
 "Good afternoon"
 "Good evening"
 "How are you today?"
 "How are you doing?"
 "Welcome"
  "Greetings"
 "Nice to speak with you"

Did the agent cite the company's name?

 "Welcome to Furnished Finder"

 "Thank you for calling Furnished Finder"
 "Thank you for contacting Furnished Finder"
 "You’ve reached Furnished Finder"
 "Furnished Finder customer service"
 "This is Furnished Finder, how can I assist you?"
 "Furnished Finder support"
 "Furnished Finder, how may I help you?"
 "You’re speaking with Furnished Finder"

Did the agent introduce herself?

 "My name is"

 "I am"
 "This is [Name]"
 "You’re speaking with [Name]"
 "I’m [Name] from Furnished Finder"
 "This is [Name] at your service"
 "You’re talking to [Name]"
 "I’m here to help, my name is [Name]"
 "I’m [Name], how can I assist you?"

2. Active Listening

 "I understand"
 "I see"
 "Got it"
 "I hear you"
 "Let me repeat that back to you"
 "So, what you're saying is..."
 "Absolutely"
 "I can see why you’re concerned"
 "I’m taking notes"
 "Please go on"
 "I’m following"
 "That’s helpful information"
 "I appreciate you sharing that"
 "I’m here to listen"
 "That makes sense"
3. Effective Questioning

 "Can you please clarify?"

 "Could you provide more details?"
 "What exactly happened?"
 "When did this issue start?"
 "How can I help you with this?"
 "Can you walk me through that?"
 "What would you like us to do?"
 "Can you explain that a bit more?"
 "What steps have you already taken?"
 "Can you specify the issue?"
 "What outcome are you hoping for?"
 "Can you provide an example?"
 "Is there anything else I should know?"
 "What have you tried so far?"


4. Empathy

 "I’m sorry to hear that"

 "I understand how you feel"
 "I know this is frustrating"
 "I can see how that would be upsetting"
 "Thank you for sharing this with me"
 "I appreciate your patience"
 "I completely understand"
 "I’m sorry you’re going through this"
 "That sounds really challenging"
 "I know this must be difficult"
 "I can imagine how upsetting this is"
 "I’m here to help make this right"
 "It’s understandable you feel this way"
 "I’d feel the same in your situation"


5. Reassurance

 "We’ll take care of this"

 "You’re in good hands"
 "I’ll handle this for you"
 "Rest assured, we will resolve this"
 "We’ll get this sorted out"
 "I will ensure this is fixed"
  "You can count on us"
 "We’re here for you"
 "I’m on it"
 "I’ll ensure this gets resolved"
 "We’ll handle this swiftly"
 "I’ll make sure this is taken care of"
 "We’ve got you covered"
 "You’re in safe hands"


6. Use of Hold/Mute

 "May I place you on hold for a moment?"

 "Can I put you on a brief hold?"
 "Please hold on while I check"
 "I’ll be back shortly"
 "One moment, please"
 "Thank you for holding"
 "I appreciate your patience"
 "I’ll just be a moment"
 "Let me place you on a quick hold"
 "Bear with me for a moment"
 "Thank you for your patience while on hold"
 "I’ll return shortly"
 "I need a minute to check on this"
 "Hold on, let me verify this for you"


7. Problem-Solving Skills

 "Let’s see what we can do"

 "I have a solution for you"
 "Here’s what we’ll do"
 "Let’s try this approach"
 "I suggest we..."
 "We can resolve this by..."
 "I will handle this right away"
 "Let’s work through this together"
 "I have a couple of options for you"
 "One possible solution is"
 "Let’s figure this out"
 "Here’s what we can do"
 "I’ve got a solution for you"
 "We can address this by"

8. Customer Education

 "You can find this in your dashboard"

 "Here’s how you do it"
 "Go to the settings menu"
 "Click on..."
 "You’ll see an option for..."
 "Let me guide you through it"
 "This is available in our help section"
 "Here’s a step-by-step guide"
 "This is how you can do it yourself"
 "Check this section on our site"
 "Have you seen our tutorial on this?"
 "This FAQ might help you"
 "Let me show you where to find it"
 "You can learn more about this feature here"


9. Clarity and Conciseness

 "In summary"
 "To clarify"
 "Simply put"
 "Let me explain briefly"
 "Here’s the main point"
 "In short"
 "To make it clear"
 "Let’s get straight to the point"
 "To put it simply"
 "Here’s what you need to know"
 "The key point is"
 "Let me clarify"
 "To be brief"
 "Here’s the gist"


10. Product Knowledge

 "Our platform offers..."

 "You can list your property by..."
 "This feature allows you to..."
 "Furnished Finder provides..."
 "With our service, you can..."
 "Here’s how it works"
 "This tool helps you to..."
 "This feature helps you"
  "Our platform allows for"
 "You can use this tool to"
 "With Furnished Finder, you can"
 "This service provides"
 "Here’s a functionality you might find useful"
 "Our product offers"


11. Tool Usage (Internal)

 "I’m updating your details"

 "Let me check the system"
 "I’ve logged this issue"
 "I’ll document this for you"
 "I’m accessing your account now"
 "Using our database"
 "This tool will help us"
 "I’m entering this into the system"
 "Let me pull up your account"
 "I’m updating our records"
 "This will be reflected in your account"
 "I’m logging this information"
 "Checking our database now"
 "Using our internal tools to assist you"


12. Account Documentation

 "I’ve added a note to your account"

 "This will be recorded"
 "Let me update your file"
 "I’ll document our conversation"
 "This information is now logged"
 "Your account has been updated"
 "I’ll keep a record of this"
 "I’ve made a note of this"
 "This will be recorded in your account"
 "I’ve updated your profile"
 "Your account details are now updated"
 "I’ve logged your request"
 "This has been added to your record"
 "Your information is now up to date"


13. Offer Additional Assistance

  "Anything else I can assist with?"
 "Do you have any other questions?"
 "Can I help you with something else?"
 "Is there anything more I can do for you?"
 "Any other concerns today?"
 "Would you like help with anything else?"
 "Feel free to ask if you need further assistance"
 "Is there anything else you need help with?"
 "Do you need assistance with anything else?"
 "Any other questions today?"
 "Anything more I can do for you?"
 "Would you like further assistance?"
 "Is there any other support you require?"
 "Feel free to ask about anything else"


14. Closure, End on High Note

 "Thank you for contacting us"

 "Have a great day"
 "It was a pleasure assisting you"
 "Thank you for your time"
 "We appreciate your call"
 "Looking forward to serving you again"
 "Take care and thank you"
 "Have a wonderful day"
 "Thanks again for calling"
 "Take care"
 "It was great assisting you"
 "We look forward to serving you again"
 "Thanks for your time"
 "Have a great one"


15. Professionalism and Courtesy

 "Please"
 "Thank you"
 "Excuse me"
 "I apologize"
 "You’re welcome"
 "May I"
 "Yes, sir/ma'am"
 "Certainly"
 "I appreciate your patience"
 "Thank you for understanding"
  "Of course"
 "Certainly"
 "I apologize for any inconvenience"
 "Thank you for your patience"
 "Yes, absolutely"
 "I’ll make sure to address that"
 "Please hold on a moment"
 "Allow me to assist you"
 "Thank you for your understanding"
 "It’s my pleasure to help"
 "I appreciate your time"


16. Account Verification

Did the agent check the full name?

 "Can you please provide your full name?"

 "May I have your full name?"
 "Could you confirm your full name for me?"
 "What is the name on the account?"
 "To verify, what is your full name?"
 "Please spell your full name for me"
 "Could you state your full name?"
 "Full name, please"
 "Can I get your full name for verification?"
 "What's the full name on your account?"
 "Could you verify your full name for our records?"
 "Who am I speaking with today?"
 "May I know the full name registered with us?"
 "Please confirm your first and last name"
 "Can you tell me your complete name?"
 "Full name as it appears on the account, please"
 "Could you spell out your full name for verification?"
 "What is the full name associated with your account?"


Did the agent confirm the Customer's Phone number OR email associated with the
account?

 "Can you provide the email address associated with your account?"
 "What is the phone number linked to your account?"
 "Please confirm your registered email address"
 "Could you give me the phone number you used to sign up?"
 "What email do you use for this account?"
 "Can you tell me the email address on file?"
  "To verify, may I have your phone number?"
 "What is the contact number on your account?"
 "I need your email for verification purposes"
 "Please provide the email or phone number associated with your account"
 "What phone number did you use to register?"
 "Could you provide the email linked to your account?"
 "What email address is on file for you?"
 "Can you confirm the contact number on your account?"
 "Please give me the phone number you registered with"
 "Which email did you use to create the account?"
 "What’s the phone number associated with this account?"
 "I need to verify your email address, could you provide it?"
 "Can you tell me the email address you signed up with?"
 "What phone number do we have on record for you?"
 "Could you confirm the phone number linked to your account?"
 "For verification, may I have your registered email?"

IQA
Manual
Parts of The call KPI's Behaviors AI/Reporting input

Greeting CSAT Introduction AI Scorecard

CSAT AI
Entire call CSAT Friendliness - Moments
CSAT AI
Entire call CSAT Empathy - Moments
Professionalism and CSAT AI
Entire call CSAT, NPS Courtesy - Moments

Entire call AHT, CSAT, FCR Active listening Manual

Issue
Identification/Issue
Resolution CSAT, FCR Reassurance AI Scorecard
CSAT AI -
Enitre call AHT, CSAT Use of Hold/Mute Analitics - Hold
AHT, FCR, Clarity and Dialpad Transcript
Entire call CSAT, NPS conciseness - Analitics AHT
 Effective
Issue Identification AHT, FCR Questioning Manual
Issue
Identification/Issue Product
Resolution AHT, FCR, CSAT Knowledge Manual
AHT, FCR, Problem-Solving
Issue Resolution CSAT, NPS Skills Analitics FCR Manual
Tool Usage
Entire call AHT, FCR (Internal) Manual
Customer
Issue Resolution FCR, CSAT, NPS Education Manual
Account
Closing AHT, FCR Documentation Manual
Offer Additional
Closing FCR Assistance AI Scorecard
Closure, End on
Closing CSAT, NPS High note AI Scorecard

Call Opening

Did the agent cite the company's name? (5 points)

Welcome to Furnished Finder, Thank you for calling Furnished Finder, Thank you for contacting
Furnished Finder, You’ve reached Furnished Finder, Furnished Finder customer service, This is
Furnished Finder, how can I assist you, Furnished Finder support, Furnished Finder, how may I
help you, You’re speaking with Furnished Finder, Hello from Furnished Finder, Furnished
Finder helpline, Good day, Furnished Finder here, Furnished Finder, how can I direct your call

Did the agent introduce herself? (5 points)

My name is, I am, This is, You’re speaking with, I’m, This is, at your service, You’re talking to,
I’m here to help, my name is, I’m, how can I assist you, Hello, I’m, This is, I’m your
representative today, You’re speaking with, I’m ready to assist, I’m, This is, I’m here to support

Account Verification

Did the agent check the customer's full name? (10 points)
Can you please provide your full name, May I have your full name, Could you confirm your full
name for me, What is the name on the account, To verify, what is your full name, Please spell
your full name for me, Could you state your full name, Full name, please, Can I get your full
name for verification, What's the full name on your account, Could you verify your full name for
our records, Who am I speaking with today, May I know the full name registered with us, Please
confirm your first and last name, Can you tell me your complete name, Full name as it appears
on the account, please, Could you spell out your full name for verification, What is the full name
associated with your account, Can you provide your full name for our records, For security, may
I have your full name

Did the agent confirm the Customer's Phone number OR email associated with the
account? (10 points).

Can you provide the email address associated with your account, What is the phone number
linked to your account, Please confirm your registered email address, Could you give me the
phone number you used to sign up, What email do you use for this account, Can you tell me the
email address on file, To verify, may I have your phone number, What is the contact number on
your account, I need your email for verification purposes, Please provide the email or phone
number associated with your account, What phone number did you use to register, Could you
provide the email linked to your account, What email address is on file for you, Can you confirm
the contact number on your account, Please give me the phone number you registered with,
Which email did you use to create the account, What’s the phone number associated with this
account, I need to verify your email address, could you provide it, Can you tell me the email
address you signed up with, What phone number do we have on record for you, Could you
confirm the phone number linked to your account, For verification, may I have your registered
email

Problem-Solving Skills

Was the request solved or escalated if necessary? (10 points)

I am glad we solved this today, I am glad everything worked well, I am happy we solved
everything today, Let’s see what we can do, I have a solution for you, Here’s what we’ll do,
Let’s try this approach, I suggest we, We can resolve this by, I will handle this right away, Let’s
work through this together, I have a couple of options for you, One possible solution is, Let’s
figure this out, Here’s what we can do, I’ve got a solution for you, We can address this by, Let's
take care of this, I will resolve this for you, We will find a resolution

Customer Education

Did the agent correctly instruct/educate the customer? (10 points)

You can find this in your dashboard, Here’s how you do it, Go to the settings menu, Click on,
You’ll see an option for, Let me guide you through it, This is available in our help section,
Here’s a step-by-step guide, This is how you can do it yourself, Check this section on our site,
Have you seen our tutorial on this, This FAQ might help you, Let me show you where to find it,
You can learn more about this feature here, Please navigate to, Select the option labeled, Follow
these steps, Here’s how you can manage this, Access this feature by, Refer to our user manual

Clarity and Conciseness

Was the agent clear and concise? (10 points)

In summary, To clarify, Simply put, Let me explain briefly, Here’s the main point, In short, To
make it clear, Let’s get straight to the point, To put it simply, Here’s what you need to know, The
key point is, Let me clarify, To be brief, Here’s the gist, In essence, To summarize, In a nutshell,
The main takeaway is, In brief, To quickly recap

Tool Usage (Internal)

Did the agent correctly use the website tools? (10 points)

I’m updating your details, Let me check the system, I’ve logged this issue, I’ll document this for
you, I’m accessing your account now, Using our database, This tool will help us, I’m entering
this into the system, Let me pull up your account, I’m updating our records, This will be
reflected in your account, I’m logging this information, Checking our database now, Using our
internal tools to assist you, I'm updating your profile, I'll input this data, Retrieving your
information now, I’ll make a note in the system, Your account is being updated, I'll add this to
our records

Product Knowledge

Did the agent show mastery about the product? (10 points)

Our platform offers, You can list your property by, This feature allows you to, Furnished Finder
provides, With our service, you can, Here’s how it works, This tool helps you to, This feature
helps you, Our platform allows for, You can use this tool to, With Furnished Finder, you can,
This service provides, Here’s a functionality you might find useful, Our product offers, Using
our service, you can, This capability lets you, Our system is designed to, With this feature, you
can, This function enables you to, Here's a feature you might like
Account Documentation

Did the agent add the internal notes and create the ticket? (10 points)

I’ve added a note to your account, This will be recorded, Let me update your file, I’ll document
our conversation, This information is now logged, Your account has been updated, I’ll keep a
record of this, I’ve made a note of this, This will be recorded in your account, I’ve updated your
profile, Your account details are now updated, I’ve logged your request, This has been added to
your record, Your information is now up to date, I'll add this to your file, Documenting this now,
This note will be saved, I'll ensure this is recorded, Your profile has been updated, This is now in
our system.

Offer Additional Assistance

Did the agent offer additional assistance (10 points)

Anything else I can assist with, Do you have any other questions, Can I help you with something
else, Is there anything more I can do for you, Any other concerns today, Would you like help
with anything else, Feel free to ask if you need further assistance, Is there anything else you need
help with, Do you need assistance with anything else, Any other questions today, Anything more
I can do for you, Would you like further assistance, Is there any other support you require, Feel
free to ask about anything else, Do you need any other help, Is there anything else I can support
you with, Any other assistance needed, Do you have additional questions, How else can I assist
you, What more can I help with