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[null,null,null,null,null,"Results","Comments",null,"Points","Max Points"]
["Greeting"]
["Did the agent greet the caller within 5 seconds of the call?",null,null,null,null,"Coaching",null,null,{"$f":"IF(F3=\"Yes\",J3,IF(F3=\"No\",0,IF(F3=\"N/A\",\"N/A\",IF(F3=\"Coaching\",\"Coaching\"))))","v":"Coaching"},7]
["If the call was transferred:\nDid the agent adapt their greeting accordingly?",null,null,null,null,"Yes",null,null,6,6]
["Did the agent identify themselves to the customer?",null,null,null,null,"No",null,null,0,5]
["Did the agent Identify the company name?",null,null,null,null,"Coaching",null,null,"Coaching",3]
["Did the agent ask for the caller’s name?",null,null,null,null,"No",null,null,0,2]
["Did the agent thank the customer for calling?",null,null,null,null,"N/A",null,null,"N/A",1]
["Account Verification",null,null,null,null,null,null,null,null,null,null,null,null,"Results Column"]
["Did the associate verify the primary contact phone#?",null,null,null,null,"Coaching",null,null,{"$f":"IF(F10=\"Yes\",J10,IF(F10=\"No\",0,IF(F10=\"N/A\",\"N/A\",IF(F10=\"Coaching\",\"Coaching\"))))","v":"Coaching"},10,null,null,null,"Yes",10]
["Did the associate verify an Alt contact phone#?",null,null,null,null,"Yes",null,null,{"$f":"IF(F11=\"Yes\",J11,IF(F11=\"No\",0,IF(F11=\"N/A\",\"N/A\",IF(F11=\"Coaching\",\"Coaching\"))))","v":8},8,null,null,null,"No",0]
["If one of  the numbers on the account is a cell phone: \nDid the agent obtain consent from the borrower to allow fairway permission to contact the cell.",null,null,null,null,"No",null,null,0,6,null,null,null,"N/A",0]
["Did the agent verify the borrower's First and Last Name?",null,null,null,null,"Yes",null,null,5,5,null,null,null,"Coaching",0]
["Did the agent  verify the borrower's full property address, including city, state, and zip code?",null,null,null,null,"N/A",null,null,"N/A",4]
["Did the agent verify the last four of the borrower's social security number?",null,null,null,null,"Coaching",null,null,"Coaching",1]
["Did the agent state the Call Recording Disclosure? ( Not Required on an inbound call, Unless the phone is past to another person(s))",null,null,null,null,"Yes",null,null,1,1]
["Problem Solving Skills"]
["Did the agent apologize for the issue or inconvenience associated with the problem?",null,null,null,null,"Yes",null,null,{"$f":"IF(F18=\"Yes\",J18,IF(F18=\"No\",0,IF(F18=\"N/A\",\"N/A\",IF(F18=\"Coaching\",\"Coaching\"))))","v":15},15]
["Did the agent offer assistance to the caller?",null,null,null,null,"Yes",null,null,{"$f":"IF(F19=\"Yes\",J19,IF(F19=\"No\",0,IF(F19=\"N/A\",\"N/A\",IF(F19=\"Coaching\",\"Coaching\"))))","v":7},7]
["Did the agent take ownership of the problem?",null,null,null,null,"N/A",null,null,"N/A",8]
["Did the agent ask pertinent questions to accurately diagnose the problem?",null,null,null,null,"Yes",null,null,5,5]
["Did the agent use appropriate resources to address the issue?",null,null,null,null,"No",null,null,0,4]
["Did the agent provide the most appropriate solution?",null,null,null,null,"Yes",null,null,3,3]
["Did the agent inform the customer of the estimated timeline to resolve their issue?",null,null,null,null,"No",null,null,0,2]
["Did the agent inform the customer of relevant supporting documentation to help resolve the issue?",null,null,null,null,"Yes",null,null,1,1]
["Did the agent confirm that the issue was resolved or the transaction was complete?",null,null,null,null,"Yes",null,null,4,4]
["Was the caller’s issue sufficiently addressed?",null,null,null,null,"Yes",null,null,3,3]
["Call Handling Skills"]
["Did the agent follow the correct procedures for placing the customer on hold?",null,null,null,null,"Yes",null,null,6,6]
["Did the agent follow the correct procedures for transferring the call?",null,null,null,null,"Yes",null,null,8,8]
["Did the agent follow the correct procedure for conferencing in a colleague?",null,null,null,null,"Coaching",null,null,"Coaching",5]
["Did the agent follow the correct procedures for escalating a call to their manager?",null,null,null,null,"Yes",null,null,3,3]
["Customer Service Quality"]
["Did the agent use the caller’s first and last name or Mr./Ms. At least two times throughout the call?",null,null,null,null,"Yes",null,null,4,4]
["Did the agent summarize the customer’s main points before troubleshooting or offering a solution?",null,null,null,null,"Coaching",null,null,"Coaching",7]
["Did the agent receive the caller’s permission to place them on hold before doing so?",null,null,null,null,"Yes",null,null,6,6]
["If the agent sent the borrower a Welcome Call email , was the borrowers email address verified?",null,null,null,null,"No",null,null,0,2]
["Did the agent transfer the call to a colleague when necessary?",null,null,null,null,"Yes",null,null,1,1]
["Did the agent conference in a colleague when appropriate?",null,null,null,null,"No",null,null,0,4]
["Did the agent adequately address the caller’s needs?",null,null,null,null,"Yes",null,null,3,3]
["Did the agent transfer the call to a supervisor/AVP when the customer requested for them to do so?",null,null,null,null,"Yes",null,null,2,2]
["Call Center Etiquette"]
["Did the agent use the proper pronunciation of the caller’s name?",null,null,null,null,"Yes",null,null,3,3]
["Did the agent maintain proper tone, pitch, volume and pace throughout the call?",null,null,null,null,"Yes",null,null,2,2]
["Did the  agent use courteous words and phrases?",null,null,null,null,"Yes",null,null,1,1]
["Did the agent adapt their approach to providing service to the customer based on the customer's unique needs,personally and issued",null,null,null,null,"N/A",null,null,"N/A",5]
["Compliance"]
["Did the agent provide information that was accurate and followed steps consistent with policies and procedures",null,null,null,null,"No",null,null,0,6]
["Did the agent involve the correct department, advise of the correct steps they will take to correct the action?",null,null,null,null,"Yes",null,null,3,3]
["Closure"]
["Did the agent recap the call?",null,null,null,null,"Yes",null,null,1,1]
["Did the agent offer additional assistance before closing the call?",null,null,null,null,"Yes",null,null,2,2]
["Did the agent set a follow-up appointment if necessary?",null,null,null,null,"No",null,null,0,1]
["Did the agent thank the customer for calling?",null,null,null,null,"Yes",null,null,1,1]
["Documentation"]
["Did the agent accurately document the summary of the call using professional language?",null,null,null,null,"Yes",null,null,1,1]
["Follow-up"]
["Did the agent follow up with customer within the agreed upon timeframe?",null,null,null,null,"N/A",null,null,"N/A",2]
["Did the agent introduced themselves to the customer and the reason for their call?",null,null,null,null,"Yes",null,null,1,1]
["Did the agent adequately addressed the customer’s questions?",null,null,null,null,"No",null,null,0,1]
["Did the agent adequately resolve the customer’s issue, or provided a timeframe for resolution?",null,null,null,null,"Yes",null,null,2,2]
["Miscelaneous"]
["Unable to hear caller/Dead Air Calls:\n Did the agent greet the caller twice before stating they are unable to hear and request the caller to call back at 1.800.201.7544?",null,null,null,null,"Coaching",null,null,"Coaching",1]
["Call Avoidance: Did the agent incorrectly disconnect a caller without warning?",null,null,null,null,"No",null,null,0,1]
["Total Score",null,null,null,null,null,null,null,{"$f":"SUM(IF(ISNUMBER(I58:I61),I58:I61))","v":0},{"$f":"SUM(J3,J4,J5,J6,J7,J8,J10,J11,J12,J13,J14,J15,J16,J18,J19,J21,J20,J22,J23,J24,J25,J26,J27,J29,J30,J31,J32,J34,J35,J36,J37,J38,J39,J40,J41,J43,J44,J45,J46,J48,J49,J51,J52,J53,J54,J56,J58,J59,J60,J61,J63,J64)","v":196}]

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[null,"Customer Experience Quality Call Form",null,null,"Agent Name:"]
[null,null,null,null,"Date of Call:"]
[null,null,null,null,"Loan Number"]
[null,null,null,null,"Auditor",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"CE Team","Results","Auditor"]
[null,null,null,null,"QC Review Date",{"$f":"TODAY()","v":"2020-12-03"},null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Dulce Padilla","Pass","Jan Burger"]
[null,null,null,null,"Score",{"$f":"F28","v":100},null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Fail","Dulce Padilla"]
[null,null,null,null,"Pass/Fail",{"$f":"IF(F28<80%,\"FAIL\",IF(F28=\"0.00%\",\"FAIL\",\"PASS\"))","v":"PASS"},null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Donna Gibson","N/A","Rob Fraizer"]
["G","Greeting / Opening of Call","Results","Comments","Criteria",{"$f":"IF(OR(F9=0),\"Greeting, \",\"\")","v":""},"Max Points",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Jennifer Jones ",null,"Derek Davis"]
["G2","Did the agent properly greet the borrower? (This includes within 5 seconds of inbound call and using the borrowers name within the introduction)",null,null,"·\"Thank you for calling Fairway. My name is ___, who do I have the pleasure of speaking with?\"                    ",5,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Deandria Jones",null,"Blake Buford"]
["AV","Account Verification",null,null,null,{"$f":"IF(OR(F11=0,F12=0,F13=0,F14=0),\"Account Verification, \",\"\")","v":""},"Max Points",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Teresa Cadorin",null,"Ann Franklin"]
["AV1","Did the agent state the Call Recording Disclosure? \n(Outbound call, inbound call back, new party joins requirement)",null,null,"·\"Please be advise the call maybe monitored or recorded.\"   ","Critical-Auto Fail",1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Dwalla Jones"]
["AV2","Did the agent properly verify the borrower (or A3P)?\n(Verify last 4 of social and property address)",null,null,"·If loan is auto-populated you say \"Thank you for authenticating your information with our automated system.\" ·If loan did not auto-populate, ask for the loan number. Then verify last 4 of SSN  and property address. ","Critical-Auto Fail",1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Monya Wade "]
["AV3","Did the agent follow the correct procedure if the account could not be properly verified ",null,null,"·Politely apologize and advise you cannot continue assisting. ","Critical-Auto Fail",1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Marvie Jimenez-Gomez"]
["AV4","Once the borrower has been verified, did the agent confirm the accuracy of the account information?\n\n",null,null,"·Agent speak back and confirm Mailing address, phone number, and email address.",5,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Andres Mejia"]
["IRT2","Proper Handling of customer's concern or escalation","N/A",null,null,null,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Annie Bright"]
["IRT3","Did the agent properly attempt to de-escalate the caller. Or acknowledge concern or issues by expressing empathy, apologize, and/or acknowledge caller concern/issue at the first opportunity.         Did the agent properly escalate the call, if applicable?\n(Supervisor/Manager to handle, document escalated call back, etc.)",null,null,"·Use phrases to acknowledge the concern or issue.  Ex: I apologize for the inconvenience you experience., Thank you for your patience while…, I see why you are frustrate. ·If the situation still needs to be escalated, contact manger or team lead. ",10,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Lidya Wieland"]
["IRT4","Did the agent follow the proper call flow?",null,null,"·Please review the process in Knowledge Owl.",10,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Efrain Melara"]
["CHS","Customer Experience Quality/Etiquette",null,null,null,null,"Max Points",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Danyell Williams"]
["CHS1","Was the agent's tone professional and helpful?",null,null,"·Speak with an upbeat, positive and confident tone ·avoid interruptions ·use professional language and proper grammar ·avoid industry jargon ·properly set expectations for hold time, callback or task completion ·avoid unexplained silences",10,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Martavion Nichols"]
["CHS2","Did the agent maintain the quality of the call? ",null,null,"·Listen actively ·Build rapport ·Take ownership by using \"I\" or \"we\"",10,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Kera Krenz"]
["CHS3","Call Compliance and Accuracy",null,null,null,null,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Jordan Pecina"]
["CSQ","Did the agent identify the issue/concern and solve the issue/concern.",null,null,"·Follow policies and procedures ·ask the right questions to clarify the borrowers needs             ",25,1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Cynthia Hoskins"]
["CSQ1","If the agent took a payment, were all NACHA guidelines followed? ",null,null,"·Use Ventanex payment confirmation script and read verbatim or ACH Enrollment Required Disclosure verbatim.","Critical-Auto Fail",1,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"John Dishman"]
["PSE","Were all discussion topics documented accurately?",null,null,"·Notes must reflect the conversation ·comment codes must match the call (Critical-Auto Fail if no notes)",10,1]
["PSE1","Call Closure",null,null,null,null,1]
["CCE"," Did the agent summarize the borrower’s main points and next steps?",null,null,"·Summarize the call (reason and solution) ",5,1]
["CCE2","Did the agent end the call properly by offering additional assistance and used Fairway's closing statement? ",null,null,"·Is there anything else I can do for you at this time? ·Closing with \"Thank you for being the best part of Fairway!\"",10,1]
["Total","Total Score",null,null,null,{"$f":"SUM(F9,F14,F16,F17,F19,F20,F22,F24,F26,F27)","v":100},{"$f":"SUM(G9:G27)","v":17}]
[null,"Number of Errors",null,null,null,{"$f":"COUNTIF(F9:F27,\"0\")","v":0}]
[]
[null,"Call comments: "]

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["Agent Name:","Date of Call:","Loan Number","Auditor","QC Review Date","Score","Pass","Greeting","Did the agent greet the caller within 5 seconds of the call?","Account Verification","Did the agent state the Call Recording Disclosure? \n(Outbound call requirement)","Did the agent properly verify the borrower? \n(Verify last 4 of social, account number, and/or property address)","If Unable to fully verify the account:\nDid the agent use the alternant verification method ?\n(The CS may substitute the date of the last posted payment or the last amount paid)","If an Internal employee/Branch manager calls in: Did the agent utilize the correct verification procedures?\nDid the agent verify the callers Full Name?\nDid the agent verify the callers Title/ Position?\nDid the agent verify the callers Branch Number & Address?\nDid the agent verify the Employee's managers name?\n","Contact Information Confirmation ","Once the borrower has been verified, did the agent validate the accuracy of the account information?\n(Mailing address, phone numbers, email address, etc.)\n","Proper Handling of Escalation:","Did the agent properly attempt twice to de-escalate the caller by expressing empathy, apologize, and/or acknowledge caller concern/issue at the first opportunity.","Did the agent properly escalate the call, if applicable?\n(Supervisor/Manager to handle, document escalated call back, etc.)","Customer Service Quality","Did the agent maintain proper call center etiquette throughout the call?\n(refrain from offensive tone or language, refrain from interrupting, active listening, multiple use of Mr./Ms.)","Did the agent provide the borrower with the greatest FW customer experience? "," Did the agent summarize the borrower’s main points before offering a resolution?","Unable to hear caller/Dead Air Calls:\n Did the agent greet the caller twice before stating they are unable to hear and request the caller to call back at 1.800.201.7544?","Did the agent end the call properly? \n(Recap, offer additional assistance and thank the borrower for calling)","Call Compliance and Accuracy","Did the agent provide information that was accurate and consistent with policies and procedures?\n(I.e. if the borrower called inquiring about a first payment letter, was the explanation accurate)","Did the agent provide the correct first payment information? Including Payment due date, payment amount?","Did the agent provide notice of transfer information, if applicable?","Were all discussion topics documented accurately?\n(Was the summary of the call captured in it's entirety)","Total Score","Number of Errors"]
["Dulce Padilla","2019-06-17",123456,"Jan Burger","2019-08-21",0.8666666666666667,"PASS","",1,"",1,1,1,1,"Proper Escalation, ",0,1,"Quality/Etiquette, ",0,1,"",1,1,"",1,1,1,1,0.8666666666666667,2]
[null,null,null,null,"2019-08-31",1,"PASS","",false,"",1,1,1,1,"",1,1,"",false,false,"",1,false,"",false,1,1,1,1,0]

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{"sheet":"List","index":5,"n_rows":29,"n_cols":9,"rows_kept":29,"cut":false,"hidden":true,"merged":[]}
["Results",null,null,"Agent Name",null,"Agent Name "]
["Pass",null,null,"Robert Persons",null,"Robert Person"]
["Fail",null,null,"Deb Saenz",null,"Deb Saenz"]
["N/A",null,null,"Reneisa Robinson-McMillian",null,"Reneisa Robinson-McMillian"]
["Coaching",null,"Rob Frazier","Annie Bright",null,"Andres Mejia"]
[null,null,null,"Carmelita Primer",null,"Florentino Bustamante "]
[null,null,null,"Andres Mejia",null,"Carmelita Primer "]
[null,null,null,"Kera Krenz",null,"Annie Bright "]
[null,null,null,"Florentino Bustamante",null,"Kera Krenz"]
[null,null,null,null,null,"Annie Bright "]
[]
[]
[]
[]
[]
[null,null,null,null,null,null,null,null,"***Notes***"]
[null,null,null,null,null,null,null,null,"Send Email: \nSaves a PDF copy of the Scorecard in the Inbound Scorecard Folder\nX:\\Concierge\\QA\\Inbound Scorecard \nIt also  attaches a PDF copy of the scorecard to a blank email."]
[]
[]
[]
[]
[]
[]
[]
[null,null,null,null,null,null,null,null,"Update Tracker: \nIt populates the agent's scores onto the Data Tab, enabling us to track the scores for the entire team."]
[]
[]
[]
[null,null,null,null,null,null,null,null,"Save Scorecard: \nSaves a .xlsx copy of the Scorecard in the Inbound Scorecard Folder\nX:\\Concierge\\QA\\Inbound Scorecard\nBy Default this opens a spreadsheet of what was saved to the folder. You can delete this document without saving since it has already been saved to the folder"]