This website uses cookies to ensure you have the best experience. Learn more

Quality Assurance Essay

525 words - 3 pages

How to entertain the call in a proper manner

Opening greeting

AOA, PTCL Directory Service, How may I help you?

Proper Scripting:

How to tackle the customers on the call

After opening greeting CSR has to acknowledge the customer by saying.

JEE FARMAYE!!!!

For Example: Agar customer ko Habib bank ka number darker he tau us se pooche kay

“Sir kya me Jan sakta /sakti hoon he aap ko kis branch ka number darker hay”. If the customer wants any particular branch and CSR has to ask which particular position / designation number you want.

If the number is available of the desired requirement of the customer then CSR has to convey the information in this format “Sir Number note farmayeh” and if the number ...view middle of the document...

Finding & identification:

If the number is not search by the CSR then agent has to ask the following particulars.

â–ª Search through Address

â–ª Search through Designation

â–ª Search through Related Department

Call holding procedure:

In English: 
Sir/Ma'am Can you please hold for a While? Or would you like to hold for a while 
If Customer agrees then say Thank You 
Then Put them on Hold 
After Un holding the customer: Thank you for holding Sir/Ma'am or Thank you for being on the line
In Urdu: 
Sir  kya app hold kerna pasand farmaye gay or Sir kya app Intezar kerna pasand fermaye gay or Bara-e-Meharbani Hold Farmaye/Kijiye or Sir kya app mere sath Online Rehna Pasand farmaye gay or Please Hold Farmaye/Kijiye ga
If Customer agrees then say Shukriya 
Then Put them on Hold 
After Un holding: Hold Kerne ka Shukriya Sir/Ma'am or Sir Intezar kerne ka Shukeriya or Sir mere saath Online Rehne Ka Shukeriya

For hyper customers:

If the customer is so much due to our services then CSR has to use magical words like “Sorry”, “I really apologize” etc.

Sir me bahut mazrat khawa hoon k aap ko itni pareshani ka samna karna parha, main aap ko doosra number Farham ker deta hoon/deti hoon

Chance to value added:

If the number is conveying through IVR then CSR has to inform the customer that the number is provided by the recording. If there is some extension then CSR also inform the customer that the number has following lines.

Closing greeting:

In Urdu:

PTCL Call kerna ka Shukeriya Allah Hafiz

In English:

Thank you for calling PTCL Allah hafiz

If the conversation was in English then greeting should be in English or vice versa.

Other Essays Like Quality Assurance

What Is the Purpose of Internal Quality Assurance in Learning and Development?

2050 words - 9 pages 1. What is the purpose of internal quality assurance in learning and development? In order to answer the question we must first understand exactly what the terms ‘quality assurance’ and ‘learning & development’ mean. ISO 9000 defines quality assurance as the "part of quality management focused on providing confidence that quality requirements will be fulfilled". Hilsdon defines Learning Development as, "a complex set of multi

Explain the Regulations and Requirements for Internal Quality Assurance in Own Area of Practice

531 words - 3 pages 1.4 Explain the regulations and requirements for internal quality assurance in own area of practice As part of my role I have to follow college policies and procedures on a daily basis and I can access these at any time through the shared access area on the database in college. The main acts and rules that I need to follow in my area are: Health & Safety at Work Act (1974) Everyone has a responsibility for the safety of

Software Processes Phase 2

1719 words - 7 pages Phase 2 Individual Project Software Processes Guillermo Alonso Table of Contents Section 1: Project Goals and Scope 3 Introduction 3 Section 2: Project Management Process 4 Planning 4 Executing 4 Monitoring and control 5 Section 3: Requirements Management 6 Purpose Statement 6 Budget Management 6 Schedule Management 7 Section 4: Process and Product Quality Assurance 8 Purpose Statement 8 Project procedure and

Discussion Questions Chapter 8

595 words - 3 pages the market too fast, so people selling these might be more concerned about money than safety or wellbeing of the consumers or the company in the long term. 2. What are the main processes included in project quality management? The main processes of project quality management include 1.) Development of the project management quality plan, 2.) Quality Assurance and 3.) Quality Control. 3. How do functionality, system outputs, performance

Quality of Care

583 words - 3 pages patient assurance. Quality of care includes training of health care personnel, improving delivery system processes, and attention to systemic level factors such as technology and medical records. Patient safety in health care is making sure that products are clean, safe to use and staff are using them correctly. Quality assurance in the health care field has intensified because of the concern that health care is costly, may sometimes be dispensed

Understanding the Principles and Practices of Internally Assuring the Quality of Assessment. Unit 1

1538 words - 7 pages Unit 1 LO 1.1 Internal quality assurance (IQA) is vital throughout all educational organisations for a number of different reasons. Most fundamentally IQA should aim to ensure individuals experience quality throughout their learning journey in order to achieve their goals. From the providers perspective it is important that the credibility of both the organisation and the qualification is upheld by providing support from start to finish

Strategic Planning And Strategic Objectives

479 words - 2 pages the tools and techniques used to measure quality. Lastly, this paper will show who has the ultimate responsibility for quality assurance, and the extent to which the organization's process improvement plan is related to the organization's strategic plan.Strategic planning and strategic objectives allow an organization to achieve consistency and competitive advantage for its management and products. When used effectively, both are linked to

Philippines Code of Etics for Accountants

4965 words - 20 pages recommend compensation; - Those who provide direct supervisory, management or oversight of the assurance engagement partner; - Those providing technical or industry specific support; - Those who provide quality control for the assurance engagement; and - All those within a network firm who can directly influence the outcome of the audit. New code of ethics of CPAs Page 29 29 May 2007 Contents of Code of Ethics for Professional Accountants in the

Audit Introduction Letter

1329 words - 6 pages the assertions provided by company management. Audits are one type of assurance service. According to Arens et al., assurance services, performed by CPAs or a variety of other professionals, “improves the quality of information for decision makers.” Attestation services are a type of assurance service provided by CPAs, in which the accounting firm issues a report about another party’s assertions. Description of Services First, I would like

Case Study - Hank Kolb

1040 words - 5 pages Q1. Overview of current situation In the case study, Hank kolb, director of quality assurance, had encountered some quality problems that had occurred in the company. There has been a lack of product quality control in the management of all departments, i.e. from the working attitude of individual employees, the production line and the market division. Currently, Hank’s company is producing a specialized degreasing solvent packed in a spray can

Advanced Auditing

2148 words - 9 pages employee because the employee has more expertise on the matter in question Examples of firm-wide safeguards in the work environment include: Leadership of the firm that stresses the importance of compliance with the fundamental principles Leadership of the firm that establishes the expectation that members of an assurance team will act in the public interest Policies and procedures to implement and monitor quality control of engagements Documented

Related Papers

Quality Assurance Essay

4734 words - 19 pages Definition Quality QC QA The definition of quality assurance and quality control has been re-framed and re-worded by different quality experts from time to time. It also varies from industry to industry. Let us take a look at some of these definitions to understand the concept. Definition Of Quality Assurance As per American National Standard (ANSI/ASQC A8402-1994), quality control refers to all the planned and systematic activities

Software Quality Assurance Essay

1218 words - 5 pages Software Quality Assurance ABSTRACT High complexity, invisibility of the product and opportunity to detect the defects provided the uniqueness which will meet the challenges for the development and operation of quality assurance for software. This paper provides a brief introduction to software quality assurance and discuses about the software quality metrics and their limitations. Keywords: SQA (software Quality Assurance), software

Food Quality Assurance Essay

925 words - 4 pages NAME SHARON MUGOTI REG No H1011111H PROGRAM FOOD PROCESSING TECHNOLOGY COURSE FOOD QUALITY ASSURANCE AND LEGISLATION QUESTION A ready-to-eat, Chilled Meal Company (CMC) is facing closure after it has been found guilty under CAP 15:04, 1996. Preliminary results from the central Government laboratory showed that the food sold on that fateful day was heavily contaminated with pathogens such as Salmonella. Outline how would CMC

Self Evaluation And Quality Assurance Essay

1621 words - 7 pages at the time, the organisation will decline. On the other hand; quality assurance helps raise standards and builds expertise and capacity in the education system to give positive outcomes for all pupils. Quality assurance through self-assessment is a vital part of Continued Professional development since without that assessment one will not know what needs developing. It is important evidence for internal as well as external stakeholders