1. 12/27/2016 Gmail ­ FW: You Got An Exceeds! [SEC=UNCLASSIFIED]
https://mail.google.com/mail/u/0/?ui=2&ik=d435f59065&view=pt&search=sent&msg=1593f286c7402fe8&dsqt=1&siml=1593f286c7402fe8 1/2
Tom Davis <tomasctop@gmail.com>
FW: You Got An Exceeds! [SEC=UNCLASSIFIED]
Tom Davis <tomasctop@gmail.com> 27 December 2016 at 18:22
To: Tom.davis@datacom.com.au
From: Qamar, Samantha
Sent: Wednesday, 27 July 2016 11:47 AM
Subject: You Got An Exceeds! [SEC=UNCLASSIFIED]
You Got An Exceeds!
Hi All,
Congratulations to the agent below who has received an evaluation completed by the ATO which resulted in an Exceeds grading.
 Tom Davis
Some of the reasons why these calls were graded as an ‘Exceeds’ are;
 The customer had multiple queries relating to employment which were expertly addressed and the CSR readily
identified the issues and efficiently utilised the information provided to direct the customer to the ATO website.
 The CSR's timely use of knowledge and systems to complete the interaction led to an optimum outcome for the client
and Tax Office.
 CSR Demonstrated excellent use of Smart by following all procedures correctly step by step and advising customer of
all relevant information, additional steps taken to ensure best possible outcome for client.
You too can achieve an exceeds. Your first step to achieving an exceeds is ensuring you are in scripting the entire call, otherwise
you will not receive an Exceeds grading.
If you have any questions about how to obtain an exceeds, please feel free to speak to your Team Leader or a member of the QA
Team.
Best Regards,

2. 12/27/2016 Gmail ­ FW: You Got An Exceeds! [SEC=UNCLASSIFIED]
https://mail.google.com/mail/u/0/?ui=2&ik=d435f59065&view=pt&search=sent&msg=1593f286c7402fe8&dsqt=1&siml=1593f286c7402fe8 2/2
QA Team
Kind Regards,
Samantha Qamar
Quality Assurance Specialist
Datacom Outsource l Australian Taxation Office
P (02) 9685 8919 XPM
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