Training on the most relevant QA points to look after.

2.  Skip questions because you think
they’re not relevant.
 Change what the question says.
 Leave any question unanswered.
Don’ts
 Ask the questions in the order they’re
presented.
 Show empathy statements when
applicable in between questions.
 For repeated questions, confirm the
answer with customer, instead of
asking it again.
 So, you said the surgery was back in 2007,
right?
Do’s
Script follow up

3.  It’s all about following the right procedure, within the AHT goal (8 – 12
minutes).
 Avoid dead air as much as you can.
 Try using small-talk when capturing info or the system is slow.
 Make sure you keep the customer on track and don’t stray off-topic.
Efficiency

4.  Verify your spelling before moving on. (Especially with addresses.)
 Try using the Military Alphabet to doublecheck spelling.
 ALWAYS, 100% of the time, in EVERY single call, capitalize the first letter of:
 Names
 Cities
 States
 Street names
 Hospital names
Data Accuracy

5.  No slang
 Try using “yes” instead of “yeah”, or “definitely” in place of “for sure”
 Respond immediately and accordingly.
 Don’t change topics drastically. Instead, acknowledge the customer’s
comment and subtly turn the conversation by asking your next question.
 If you’re capturing the customer’s info, let them know so, instead of
remaining quiet after they just answered your question.
Professionalism