OPPO Oversea Contact Center Case Tagging Audit Standard(WCSM)

1. Background

    The contact center is one of windows for OPPO users, and the Case Tagging is an important tool for recording users' problems. It feeds back users' voice to each key department of OPPO. Correct and clear Case Tagging records play an important role in guiding OPPO to continuously improve products, services and processes, and also guarantee the long-term and healthy development of OPPO. Therefore, we constantly improve the Case Tagging Standard of the contact center, and formulate the corresponding Case Tagging Audit Standard to ensure the correctness of Case Tagging.

2. Case Tagging Audit Method of Contact Centers

     2.1 Audit scope: Inbound, Email and Chat in local self-built and local outsourcing regions

     2.2 Selection principle: Randomly selected by the HQ.

     2.3 Audit quantity: Quantity Level Setting is based on Call+ Email + Chat monthly enquiry volume

Level A> = 9K, audit 100 cases

Level B > = 3k, audit  50 cases

Level C < 3k, audit 25 cases

Level D< = 300, audit 10 cases

Based on the enquiry volume from September to November 2020 of each region, the audit quantity is shown in the table below.

            

            The proportion of spot check of inbound, email and chat refer to the proportion of actual consultation.

    2.4 Assessment Basis: 

    According to <OPPO Oversea Contact Centers Case Tagging Filling Requirement>, if all the metrics meet the requirements(include not applicable option "N/A" ), the final score will      be marked as "Pass", otherwise it will be marked as "Fail" .

    2.5 Calculation Formula: 

    Case Tagging Accuracy = Amount of “Pass” Case/ Amount of Total Audit Case

    2.6 Responsible Person for Auditing: 

    The local team self-audit according to the quantity. After completing the self-audit and provide the result to HQ, HQ will randomly recheck of 5% - 20% cases. If the results are             inconsistent, it is necessary to enter the disagreement handling process.

    2.7 Submission Time: Local team provide the result to the HQ before the 25th of current month

    2.8 Scoring Principle: Final Case Tagging Accuracy = Self-audit Case Tagging Accuracy Rate * HQ Re-check Accuracy Rate. (For example: Self-audit Case Tagging Accuracy Rate is        90%, but HQ re-check 10 cases and find only 8 cases are audited correctly, and the HQ re-check accuracy rate is 80%, The final score = 90%*80%=72%)

    2.9 Disagreement Handling: HQ will complete the rechecking and provide the result before the 5th of next month. The local team needs to appeal before the 8th and complete          the final calibration on the 10th.

3. The Key Audit Point of Case Tagging in Contact Center

• Assessment Point 1: Marketing Model

Email: the marketing model mentioned by the user in the email

Chat: WOSS 100% correct

Phone: Filling Rate should meet 90%, but not assess.

• Assessment Point 2: Software Version

Email: The user mentioned the current version of the software in the email

Phone/Chat:

(1)Cases involving SOP or troubleshooting steps that need to be recommended to update software, and cases where equipment problems are strongly related to the system must be obtained from users and recorded.

(2)If the user actively provides version information, it must be recorded.

(3)User doesn’t provided / unable to provide, select "unknown". 

• Assessment Point 3: IMEI / SN

Email: IMEI / SN mentioned in the email

Phone/Chat:

(1)Cases related to Repair+ Product Quality Issues+ Customer complaints about product quality must be obtained from users and recorded.

(2)User actively provides IMEI / SN information, which must be recorded.

(3) User doesn’t provided / unable to provide, leave it blank. 

• Assessment Point 4: Customers’ Request

Customers’ request must include object, question type, specific performance/scenario (Refer to the troubleshooting guidance as priority)

Example A:

Incorrect: Battery

Correct: The power consumption is fast, the device in standby mode will run out of power in about 3 hours. 

Example B:

Incorrect: Customer complaints CC agent

Correct: The user said that he called the OPPO hotline yesterday afternoon to inquire about the repair status of the mobile phone. Agent Xiao Wang said that he would call back in the afternoon to follow up case, but at the end, the agent did not call back as promised and the user asked for a complaint. 

• Assessment Point 5: Agent’s Reply

The agent’s reply must contain the key steps or specific information of the solution. (Refer to the troubleshooting guidance as priority)

Example A:

Incorrect: Share the solution to customers and suggest to send it for repair.

correct:

-Lead the customer to check the abnormal power consumption software. Result is normal.

-Share power saving skills with customers, including cleaning background programs, adjusting screen brightness, turning off infrequently used functions, and turning on power saving mode

-If don’t work, suggest send it for repair and send a book repair link to the customer

Example B:

Incorrect:  information provided

Correct: inform the user of the address of XX maintenance point

• Assessment Point 6: Tally

Choose the best suitable tally for the case. One independent issue marks one tally. Don‘t choose more or less.