This Blog is an outlet for the random thoughts of an amateur opinionator.
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MISREP - I dont feel ayney preysure rayt now...
Author: aLmich
Ka-pressure maging QA. May na-auto fail ako dinidispute ang judgment ko. Ultra sensitive pa naman yata ako kse when I asked my co-QAs iba din judgment nila.. Naaning ako. Katuwaan lang ipost ang explanation ko sa ma-purple kong manager.
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Ms. Gay,
Cheers!
As transcribed :
20080409 : 8143988601 : : Cust: I already received the magazine Rep: National Underwriter, P&C…? Cust: P&C Rep: You’re currently getting this magazine free? Cust: Yes Rep: Okay, uhm coz it shows here in my database that you’re not getting this magazine free Cust: I’m getting this magazine free.. In fact I’m getting two (2) copies of this for free..
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What transpired was an actual misrepresentation as it shared the sense of presenting information in a way that does not accord with the truth. First we dont have a database that says or confirms that a customer does not receive the magazine yet. In fact we have an instruction that if a customer said that he/she is already receiving the same magazine, what the rep can do is to probe if it's really the same magazine with the specific magazine name or ask the customer if the magazine comes directly under his/her name . If so confirmed, they were instructed to let go of the call.
One thing to be considered also is the fact that what we have is a vet agent that has been exposed and educated to the fact that all our leads do not necessarily ensure qualification so probing is really needed. If the lead is tagged to be non requal it does not confirm that leads dont have it yet or in anyway not receiving it yet. Does the use of the provided probing questions and the qualifying questions.
What transpired was an implication of a purposeful twisting or emphasizing of certain statements so as to produce an inaccurate or misleading impression.
Kaaning!
Al Michael C. Calingasan
Service Quality Specialist
31st Floor, Wynsum Corporate Plaza
accalingasan@oneworldconnections.com
Phone : [632] 7027400 local 1140
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