Customers My Nctc Voicemail Directory Contact & Support TV Listings Local TV This Week Blog – News, Happenings, etc. Email Pay Bill Bundles TV Phone Internet Business Security About Us Contact Us Careers Customer Service Coaching Form Date of Call* Date Format: MM slash DD slash YYYY Time of Call : HH MM AM PM Type of CallLive CallRecorded CallCSR Name*nameAmberia DriverAmy FrymanAndrea MarshBridget MayesCassandra MercerDawn SchollFellisha AdamsJanet RichKatrina BrownMalita BrawnerMelissa RiceStacey SuttonTonya BrownNumber of calls reviewedProcesses and ProceduresGreeting*YESNON/AClosing*YESNON/AObtain/Verify CPNI*YESNON/AIdentify Customer Needs*YESN0N/AOffer Additional Assistance*YESNON/ACustomer Curtesy / ProfessionalismSWAS*YESN0N/ACourteous, Friendly, Professional Tone*YESN0N/AEmpathy / Apology*YESN0N/AProfessional Telephone Etiquette*YESN0N/ADe-escalation if Necessary*YESN0N/ATimely and EfficientDemonstrate Efficiency with Rescources/System Screens*YESN0N/ACall Control*YESN0N/AUtilize Correct Hold Process*YESN0N/AOne Call ResolutionGive Customer Correct Resolution*YESN0N/ANote Account Accordingly*YESN0N/AUtilize Correct Transfer Process*YESN0N/AOwnership*YESN0N/AComments*
