MBTA Monitoring Form_Dec 2017_scoring (R).pdf
PDF 178 KB Posted
- Solicitation number
- BD-18-1206-MBTA-MBTA-23984
- Issued by
- Suffolk County, Massachusetts
About this file
This document is a Quality Audit Form for the Massachusetts Bay Transportation Authority (MBTA) Customer Service Center. The form evaluates various aspects of customer service call handling, including professional greeting, issue identification, issue resolution, communication, call management, and call escalation. The form provides a scoring rubric with 'Exceeds Expectations,' 'Meets Expectations,' and 'Needs Development' criteria for each element. The related state and local contract opportunity is RFR 16-18 CONTACT CENTER OPERATIONS: THE MBTA CUSTOMER SERVICE CONTACT CENTER, which is issued by the state of Massachusetts.
The contract opportunity appears to be for the operation of the MBTA Customer Service Contact Center. The form suggests the contract may involve quality monitoring and evaluation of customer service representatives. Pricing terms, set asides, incumbents, funding requirements, and other salient information are not provided in the given document. However, the form indicates the contract may involve creating and managing HEAT tickets, which are used to track and resolve customer issues.
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| File | Type | Posted |
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| CCO - RIDs Document~1.docx | DOCX document | |
| CCO - SECTION C-V INSURANCE REQUIREMENTS~1.docx | DOCX document | |
| CCO - SECTION C-IV - COMPENSATION AND INVOICING~1.docx | DOCX document | |
| CCO - SECTION C-I - FORM OF CONTRACT.DOCX | DOCX document | |
| Amendment 2.doc | DOC document | |
| Prompt Payment Discount Form~7.doc | DOC document | |
| MBTA Guidelines_December 2017_behaviors(R).pdf | ||
| CCO - SECTION C-III - SCOPE OF WORK~1.docx | DOCX document | |
| CCO - SECTION B - RESPONSE FORM.docx | DOCX document | |
| Request for Taxpayer Identification Number and Certification (Massachusetts Substitute W-9 Form)~8.pdf | ||
| CCO Cover Letter v2.docx | DOCX document | |
| CCO - SECTION C-II - STANDARD TERMS AND CONDITIONS.docx | DOCX document | |
| Commbuys Bidder Questions and Answers v2.xlsx | XLSX spreadsheet | |
| CCO - SECTION A - GENERAL INSTRUCTIONS.docx | DOCX document |
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Text version
Customer Service Center - Quality Audit Form
Call Type
Voicefile Date and Time
Overall Score
Customer Satisfaction Score
Professional Greeting Exceeds Expectations Meets Expectations Needs Development N/A
Opening X (score = 100) X (score = 0)
Used Name X (score = 100) X (score = 0)
Service Orientation
Polite and Pleasant X (score = 100) X (score = 0)
Expressed Calm Demeanor X (score = 100) X (score = 0) X (null value)
Used Confident/Positive Words X (score = 100) X (score = 0)
Provided Common Courtesies X (score = 100) X (score = 0)
Expressed Empathy X (score = 100) X (score = 80) X (score = 0) X (null value)
Issue Identification
Asked Clarifying Questions X (score = 100) X (score = 80) X (score = 0)
Actively Listened X (score = 100) X (score = 80) X (score = 0)
Confirmed Contact Information X (score = 100) X (score = 0) X (null value)
Issue Resolution
Took Responsibility X (score = 100) X (score = 80) X (score = 0)
Provided Accurate and Complete Information X (score = 100) X (score = 80) X (score = 0)
Offered Appropriate Solution X (score = 100) X (score = 0)
Provided Next Steps X (score = 100) X (score = 0) X (null value)
Communication
Appropriate Language X (score = 100) X (score = 80) X (score = 0)
Appropriate Tone X (score = 100) X (score = 80) X (score = 0)
Internal jargon/slang X (score = 100) X (score = 0)
Call Management
Controlled Call and used time efficiently X (score = 100) X (score = 80) X (score = 0)
Minimized Dead Air X (score = 100) X (score = 80) X (score = 0)
Extended Hold Courtesies X (score = 100) X (score = 80) X (score = 0) X (null value)
Transferred Call Appropriately X (score = 100) X (score = 0) X (null value)
Call Escalation
Acquired Information X (score = 100) X (score = 0) X (null value)
Offered to Assist X (score = 100) X (score = 0) X (null value)
Escalate X (score = 100) X (score = 0) X (null value)
Professional Closing
Checked for Understanding X (score = 100) X (score = 0) X (null value)
Ended call properly X (score = 100) X (score = 0) X (null value)
HEAT Ticket
Did the associate create a HEAT ticket for the call? X (score = 100) X (score = 0) X (null value)
Did the associate put the correct times, dates and addresses in the HEAT system? X (score = 100) X (score = 0) X (null value)
Did the associate enter data accurately using proper punctuation and spelling? X (score = 100) X (score = 0) X (null value)
Does the HEAT ticket appear to be completed in full? X (score = 100) X (score = 0) X (null value)
If applicable, is the HEAT ticket assigned to the correct department? X (score = 100) X (score = 0) X (null value)
If applicable, are all the HEAT drop-down fields complete? X (score = 100) X (score = 0) X (null value)
Did the associate repeat or confirm the information in the HEAT ticket? X (score = 100) X (score = 0) X (null value)
If applicable, did the associate provide the incident number to the customer? X (score = 100) X (score = 0) X (null value)
Does the information in the HEAT ticket match the information provided on the call? X (score = 100) X (score = 0) X (null value)
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