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Quality checks when setting up a Form

123 bytes added, 17:06, 24 October 2017

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== Preparation ==

{| class="wikipedia"

! style="width:60%;" |Item

! style="width:40%;" | Training

|-

| Has the script been supplied and agreed with the ultimate end users / client? ||

|-

| Has the script been reviewed and tested with agents doing dummy calls on the script to ensure flow and understanding? ||

|-

| Have all potential call flow eventualities been reviewed? ||

|-

| Has training material been identified for the script? ||

|-

| Do training and quality / testing approval mechanisms exist for the agents going onto this script? ||

|-

| Have call-backs and "exceeds number of contacts" scenarios been scoped? ||

|-

|}

# Has the script been supplied and agreed with the ultimate end users / client?

# Has the script been reviewed and tested with agents doing dummy calls on the script to ensure flow and understanding?

# Have all potential call flow eventualities been reviewed?

# Has training material been identified for the script?

# Do training and quality / testing approval mechanisms exist for the agents going onto this script?

# Have call-backs and "exceeds number of contacts" scenarios been scoped?

== Construction ==

== Form Construction ==* # Have section headers been used to divide sections and ensure easy of management?* # Has colouring been used on different subsections to ensure call flow?* # Have the outcomes been reviewed for covering all potential processes?* # Has validation been added to the outcomes?* # Has logic branching been added and is working correct?* # Has eCourse training material been linked to the script?* # If the script is being driven by a dialler, has the dialler integration been tested?* # Has inline training comments been left on questions?  == Setup ==

== Form setup ==

* Is the form live?

* Is the form an appropriate type (inbound, outbound, blended) ?

 

== Data preparation ==

 

 

* Is there calling data available?

* Has the field mapping to the data been set up?

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Philip Lacey

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