Evaluation Guidelines

Voice - Version 3.0

Skills Enhancement

*Not applicable for Opal Voice

Document Revision History

Version Approval Date Modified By Section, Page(s) and Text Revised Approved By

1.0 18 March 2014 Varun Luthra Initial Release Smitha Kini

 Sentence Mastery – Title of parameter 1 changed
 Sentence Mastery – Title/operational description of
parameter 3 simplified.
 Vocabulary – Title/operational description of
2.0 30 Jan 2015 Varun Luthra Smitha Kini
parameter 1 simplified.
 Vocabulary – Title of parameter 2 changed
 Vocabulary – Title/operational description of
parameter 3 simplified.
Assessment model revised
3.0 25 Sep 2015 Varun Luthra Smitha Kini
All parameters revised

MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015 l 1 l

Language Parameters
Section Weight Parameter Operational Description
 Speaks with an even
pace.
 Pauses to facilitate
Pause
comprehension and
Management
impact.
and ROS
 Effective pause
management between
sentences and thought.
 Spontaneous expression
Fluency 20% without hesitation.
 Ability to transition from
one thought to the other
effortlessly without usage
Verbalization of fillers/ foghorns/
repetitions, etc.
 Ability to complete a
sentence/a thought
before beginning
another.
MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015
Rating Score Assessment Guideline
 Uses the right pace and
2 5
pauses throughout the call.
 Uses the right pace and
1 3 pauses in most part of the
call.
 Does not use the right pace
0 0 and pauses in most parts of
the call.
 Displays spontaneity
throughout the call.
 Does not make use of
fillers/ foghorns/
2 5
repetitions, etc.
 Always completes a
sentence/thought before
beginning another.
 Displays some hesitation
that delays responses - 1 or
2 minor instances
 Makes use of fillers/
1 3 foghorns/ repetitions, etc. -
1 or 2 minor instances
 Completes most
sentence/thought before
beginning another.
 Displays a lot of hesitation
that delays responses - >2
instances
 Makes use of fillers/
foghorns/ repetitions, etc. -
0 0
>2 instances
 Unable to complete
sentence/thought before
beginning another. - >2
instances
l 2 l
 Section Weight Parameter Operational Description Rating
 Avoids consonant sound
corruptions
 Avoids vowel sound
Sounds and
interchange/corruption
 Avoids syllable stress
Syllable
errors that have potential
Stress
to alter the meaning of a
sentence.
 Speaks without influence
of first language
Pronunciation 15%
 Ability to showcase
variation in pitch and
volume to sound interest
and to exhibit energy.
Intonation &  Stress applied on content
Word Stress words
*Not to be confused with
sentence stress or syllable
stress
 Ability to demonstrate
active listening by
sending correct verbal
Verbal Nods
cues.
 Usage of variety of verbal
cues.
Active Listening 20%
 Let the speaker complete
a sentence/thought
before responding - to
Timely
avoid interruptions.
Responses
 Wait for the speaker to
pause to ask clarifying
questions.
MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015
Score Assessment Guideline
2 5  No errors
 >3 sound errors
1 syllable stress errors that
alters the meaning of a
1 3 sentence.
 Minor influence from first
language - 2 to 3 minor
errors
 >6 sound errors
 >1 syllable stress errors that
alters the meaning of a
0 0
sentence.
 Has influence from first
language - >3 errors
 Displays intonation in voice
by variation in pitch &
2 5 volume throughout the call.
 Correct stress applied on
content words.
 Inconsistent variation in
pitch & volume.
1 3  Incorrect/no stress applied
on content words - 2 to 4
errors
 Absence of variation in
pitch & volume.
0 0  Incorrect/no stress applied
on content words - >4
errors
 Usage of correct verbal
nods
2 5
 Usage of a variety of verbal
nods
 Usage of incorrect verbal
1 3
nods - 2 to 3 errors
 Usage of incorrect verbal
nods
0 0
 Constant repetition of
verbal nods
 All responses are timed to
2 5 avoid repetitions by either
side.
 Presence of interruptions -
1 3
1 instance
 Presence of interruptions -
0 0
>1 instance
l 3 l
 Section Weight Parameter Operational Description Rating
 Understands and
comprehends the query/
issue/concern/ inference/
context/ accent/ dialect
in the first instance to
avoid repetitions.
 The questions/responses
Accurate are relevant and in line
Comprehension 20%
Responses with the conversation
thread.
 Understands and
responds appropriately to
idiomatic expressions,
figures of speech and
other forms of cultural
expression.
 Use of appropriate words
& compound words.
 Avoid usage of redundant
words.
Vocabulary 10% Word Usage
 Avoid use of jargon,
slang, colloquial terms,
abbreviations and
acronyms.
 Applies all rules of
Sentence grammar to form correct
Grammar 15%
Construction positive/negative and
interrogative statements.
Score Assessment Guideline
 Responses are accurate and
in line with the
conversation thread
 Appropriate responses to
2 5
idiomatic expressions,
figures of speech and other
forms of cultural
expression.
 1 instance of failure to
comprehend/understand
the speaker.
 1 instance of failure to
1 3 comprehend/understand
idiomatic expressions,
figures of speech and other
forms of cultural
expression.
 >1 instances of failure to
comprehend/understand
the speaker.
 >1 instance of failure to
0 0 comprehend/understand
idiomatic expressions,
figures of speech and other
forms of cultural
expression.
2 5  No errors
1 3  >2 errors
0 0  >4 errors
2 5  No errors
1 3  >2 errors
0 0  >4 errors

MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015 l 4 l

Soft Skills Parameters
Section Weight Parameter Operational Description
 Compliance/correct
usage of process
Script prescribed scripts
15% Adherence &  Opening, security,
Usage hold/transfer (including
hold refresh), disclaimers,
closing et cetera.
 Usage of the customer’s
name at appropriate
Personalizati times to personalize the
15%
on call.
 Avoid usage of sir/ma'am.
Correct usage of titles.
Customer
Experience
 Successfully identifies and
addresses the expressed
or underlying emotion.
E.g.: dissent, irate,
anxiety, joy, curiosity,
Acknowledgi gratitude, grief, insecurity
20%
ng Emotions et cetera.
 Ensures that the tone of
voice matches the
message being conveyed.
Usage of professional
language
MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015
Rating Score Assessment Guideline
 Compliance/correct usage
2 5 of process prescribed
scripts.
 Compliance/correct usage
of process prescribed
1 3
scripts. - 1 minor
miss/error
 Non-compliance/incorrect
0 0
usage of process
 Correct use of
personalization
throughout the call
2 5
 No usage sir/ma'am
throughout the call.
Usage of correct titles
 1 or 2 instances of use of
1 3
sir/ma'am during the call.
 No personalization
throughout the call
 >2 instances of use of
0 0
sir/ma'am during the call
 1 instant of use of
incorrect title
 Effectively identifies and
responds to address
 Customer emotions.
2 5 Use of appropriate tone of
voice.
 Use of professional
language
 Identifies and makes an
attempt to respond to
1 3
address customer
emotions.
 Unable to identify or
respond to address
customer emotions.
0 0  Use of inappropriate tone
of voice.
 Use of unprofessional
language.
l 5 l
 Section Weight Parameter Operational Description
 Makes an attempt and
successfully identifies
cause or filters
information/data by using
types of questions in a
logical order.
15% Probing
*This should not be confused
with relevance/correctness of
questions asked. In this
parameter, we gauge the
process and effectiveness of
the probing process.
 Ensures customization of
resolution based on
customer needs to ensure
completeness and
accuracy of resolution to
Customer avoid repeat calls.
Experience  Use of customer friendly
methods of exhibiting
ownership, service denial
and assertive
communication.
Resolution  Educates the customer
20% Communica- with need/good to know
tion information. (whenever
required)
 Provides alternatives
solutions and
recommendations.
(Whenever required)
 Ensures the customer
understands the
resolution.
 Summarizes the call to
ensure retention.
(whenever required)
MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015
Rating Score Assessment Guideline
 Successful probing done
2 5
on the call
 An attempt to probing was
1 3 made - however
incomplete.
0 0  Unable to probe
 Probing was not required
NA NA
on the call
 Ensures first call resolution
based on customer needs
by educating the
customer/ensuring
completeness and
2 5
accuracy/ownership/servic
e denial and assertive
communication/ensuring
the customer understands
the resolution.
 Makes a good attempt to
1 3 provide FCR with 1 minor
miss/error
 Unable to ensure first call
resolution due to
incomplete or inaccurate
information.
 Unable to convince the
customer.
0 0  Unable to provide an
alternative solution.
 Customer unable to
understand the resolution
 Customer goes back
unsatisfied with the
resolution provided.
l 6 l
 Section Weight Parameter Operational Description Rating Score Assessment Guideline
 Engages the customer in
 Ability to engage 2 5
a conversation by
customer in a constant dialogue and
conversation as supply of information
opposed to sounding  Makes an attempt to
scripted. engage the customer in
 Engage customer to a conversation.
1 3
avoid instances of  The customer was
Customer
Customer prolonged silence. engaged in a few
15% Engage-
Experience  Gives customer real- instances on the call.
ment
time information about  Unable to engage the
transactions/actions customer during the
being performed on 0 0 call.
his/her account.  >1 instance of
 Using data/information prolonged silence
in customer account to  There was no
promote conversation. NA NA opportunity to engage
the customer.

MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015 l 7 l

Fatal Error Parameters
Parameter Operational Description Rating
 Has a very strong first language influenced intonation
Strong First Language Influence (Non- trainable) X
patters/sounds/rhythm/pronunciation
 Unable to enunciate
Clarity of speech (speech impediment) X
 Not clear due to physical speech impediment.

 Uses regional fillers e.g. - Han, Ra, Ya

 Consistently uses regional words in normal speech
 Is unable to speak continuously without the use of English
At loss of words to express thoughts in English and regional fillers throughout the conversation X
 Stops continuously and searches for words to continue
with the conversation
 Makes grammatical errors throughout the conversation.

MphasiS Internal l Evaluation Guidelines – Voice – Version 3.0 l Sep 2015 l 8 l