Difference between revisions of "Quality checks when setting up a Form"
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Revision as of 17:08, 24 October 2017
Contents
1 Overview
As an effort to ensure that the quality of forms that we produce for clients these check are for Quality to review and ensure have been implemented on behalf of the client.
Not all these steps are necessary for every form but do serve as a useful checklist when a new form is to go live.
2 Sections
2.1 Preparation
| Id | Item | Training |
|---|---|---|
| 1. | Has the script been supplied and agreed with the ultimate end users / client? | |
| 2. | Has the script been reviewed and tested with agents doing dummy calls on the script to ensure flow and understanding? | |
| 3. | Have all potential call flow eventualities been reviewed? | |
| 4. | Has training material been identified for the script? | |
| 5. | Do training and quality / testing approval mechanisms exist for the agents going onto this script? | |
| 6. | Have call-backs and "exceeds number of contacts" scenarios been scoped? |
2.2 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?
2.3 Setup
- Is the form live?
- Is the form an appropriate type (inbound, outbound, blended) ?
- Are the dates on the form active for the correct period?
- Have call back supporting elements been turned on and available to agents?
- Is there an eCourse detailing what management and operational parameters are to be used when the team lead is managing the outbound stacks? (outbound only)
- Has the initial stack been set?
- Has the team lead been trained on what goes into managing stacks?
2.4 Data preparation
- Is there calling data available?
- Has the field mapping to the data been set up?
- Has the data been loaded?
- Has the data been checked that it loaded properly?
- Have all translation fields been translated as appropriate (Title, County, Lists, Cross linked fields)
- Have blank records been removed?
2.5 Security Access
- Have all the agents been added?
- Have all the agents been granted permission to the module?
- Have all the agents been granted permission to the section?
- Have all the agents been granted permission to the form?
- Have all the agents been granted permission to the eCourse supporting content?
- Have all the agents been granted permission to the appropriate control bar links?
- Have the send from email and sms addresses been checked on the form?
- Have the send from email and sms addresses been checked on each outcome?
- Have all the agents been included in the organogram and appropriate teams?
- Have all agents been allocated the correct departments?
- Has an organogram level been allocated to the form?
2.6 Reporting
- What reports are required?
- What frequency are the reports required on?
- Are the there any data profiling reports required?
- Has the end client got a log in to retrieve the reports themselves?
- Are control bar links to the reports required and have been granted to the appropriate users?
2.7 Go Live
- Has the end client been allowed to review the process?
- Can a test agent perform the first call in advance of the team go live?
