Virginia Employment Commission (VEC) QA Survey

VCC Contact ID
Number provided by VCC system (string of letters and numbers in a call pop-up). If unavailable, type "00000".

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Agent Name

  AbosedeFajemisin Adenike OduolaJones AdrianaColeman Aleem Jenkins AlexandraWinslow Alexis Andrews Alexus Stolden Alice NigerThomas Angelo Fiorini Antasha Lamb Ashley Hooker AzarisMaldonado Castro Barbara Fox Belinda Kahn BetelehemNoredie Beverly Brisby Beverly  Cristaldi Bowayna Pullen BrittanyLiggans ChristinePinkston Cordario Hurt CristyWoods CynthiaWilliams Damoray  Hall Debora  Wolff Dejanae Gray Denese Ford Deonte  Stewart Derek  Fields DestineeBunley Diana  Peterson DionicioTorres DorrinOlaluwoye Edner   Baptiste Eric Hoyt Erik Moad EvelynAguiñaga FunmilayoOla-phillips GinaWren-Cousino Glory Dango HadizaMohammed Hari Regmi HarrysonBaptiste HenryPolanco-Rodriguez Imari Emery InfinitiBlanks JacquelineBarrett James  Linneman JanekaPuranda Jaquez Hardy Jeffery  Akinmurele Jovana Lastiri JowadaChristopher Judith Davis Julia  Holly KaeshondriaSanders Karla Arezo Kelly Mccue KemisoyeAjebamidele KennethMireles II Kerry  Moore Kevin Rooker KevinBouknight Keyana Houze KimberlyMathis Kimberly Sauls LakithaWilliams Lamyra Berry LatriceHudgens Laura  Dorsett LeandreaVandiver Linda Akaba Lude Eveillard LynetteFreeman Lynn Staples MadeleineAbali Makayla Berry Marcella  Gee Maria Baez Marilyn  Medina MarquettaChambers Mary  Johnson Maurie  Nelson MeadinuGeleta MichelleSabine MiyoshiaMassey MonisolaAjanaku MykiahFurlough Nimbom Ndonyi Oghosa  Bazuaye OluwabusolaOgunleye OluwadamilolaAkintola OluwagbemilekeAdams OluwakemiOgunlola Omoteniola Ojo Omowumi  Ashiru Oyegoke Fadare Paul Adeyemi PrestonBoutsis Pricella Cantu Princela  Painter Raquel Jones Rasheedat Oso Raven Nixon Reggibeth Leal RenolaGuillory Reshial  Ellis RichardOgunleye RickyRhodriquez Roderick Woods Roxanna  Mezquita Gomez Sanjuana  Rodriguez Shelanda Gray Sonya Witt StephanieJames Stephen Platea Tamera Parker TiffanyManigault Timothy Phifer TinaTurnipseed Tracy Taylor Tumeka  Lassiter Tylar Walton Tyrone Cureton Valerie Ellis VeronicaNorris-Grimes Wadiya-Adero  Fogler WilliamJackson Woodly Colin Airilla  Salley Brandi  Bernand Calvin  Kesson Candice Pruitt Casey  Buchanan ClaudinaSolano Deborah Pitman Ida Mitchell Jacque Labatte Janell Withers Laura Ortega-Najarro Nelofar Jamdar Ovi Mozumder Rebecca  Dorman Sherry Nikkhah Tina  Harris Victoria  Padilla Aaron Stark Abdieliz OrtizAdorno Alasia Penn AlyssaArceneaux AmarachukwuOnyeneke Amber Dressler Andreas Buss Angel Weathers Angela Rhodes AntoinetteSloan AntoniaVillegas Arianne Mack AshantiExum Ashlyn Gaillet BerlindaRodriguez BethanyMulvin Bianca Ramirez Breanna  Green Brian Pannell Brittany Byrd CandiceRamirez Carol Burkhart CarolineStewart CatherineDarko Charles Engle Christopher  Holt CourtneyWarner DamianLeTourneau Deborah Starr Deidre Dawson Deja Ross DemetriaHodge Denetria Lewis Dylan  Roberts Elisa Perez Ellisa Crute EmilyArmstrong GabriellaGomez Gloria Rivera Heather Borum Jacob Ludwig JaelisiaChatman Jared  Burton Jarmila Farmer JenniferZuniga JessicaAguirre JessicaGoodson JoshuaAnderson Joy  Garrett JoyceNguyen Justin  Walker Kaanan Flores Kaitlin Lao Kala Bullard KellyBurroughs Kendra Shane Kenneth Trace Kevin Ho Keyawanna Lee Kiara  Rogers KimberlyDelaney KimberlyHobeck LaChristyYoung LaTreceMcAllister LaTrice  Hawkins Lauren Rhodes Lauren  Buckley Leslie Seidel MarceleneJohnson MariaSanchez MarkiaMitchell Maverick  Wayment Maya Ricks McKaylaChristopherson Miguel Mejia Miriam Perez Molly Klafka Naketha Blount NatalieBocanegra OlalekanGidado PaulettePeterson PorchaWilliams Rakia Howard RandiGottesman Randi Morris RebeccaGottesman Richard Pina Samantha  Teehee Sami Siddiqui Shenel Case StephanieSmith StephawnJordan Susan Boyd Sylvia Calhoun Tajia Lee Tenesha Mays Tiffany  Perry Tontalyn Grove Tracy RosaSanes Venenzia Jove Waynia Lee YanjettViscariello Marcano ZennieQuieaLott Zipporah  Bilbo Abdias GarciaJr. Abraham Ruiz Adamaris  Garza Adan Acevedo Adeija Bates Adriana  Rodriguez Adrienne Dunn Aida Martinez Ailyn Elizondo AlbertaRylance Alicia Woods Alison Thurman Alondra Gaona AlyssaRodriguez AlyssaRodriguez2 Alyzza Leija Amaly Quiroz Amanda Bates AmandaRodriguez Amber Phillips Amber Duncan America Garza Amy Molina Ana Perez AndreaMartinez AndreaWilliams AndrewBenavides Andrew GadsonIII AnjelCarrizales Ann Trejo Annette Castro AracelyBarrera Arely Garza Arturo Ybarra Ashley Ortiz Ashley Riggs Ashley Nolasco AsusenaEscobar AudiannaTorres Audrey Garcia Aurora Olsen Autumn Lloyd Autumn Justice Beatriz Garcia Beth Myles Bethany Lopez BilliancaRamirez BreannaMarsalis BridgettSandoval Briza  Vasquez BrooklynNorris Bryan Esquivel CaitlynLiss-farrow Callie Bowling Carla Rodea CassandraHoward Cassidy Brown Cassie HallSimpson Chantel Ortiz Charles Keller ChelseySlaughter ChriseldaPerez Alaniz ChristianGuerra ClaudiaCardoza Claudia Salas Connie Baker Cristina NietoOchoa Crystal Rivera CurshlynnClouatre Daniela Serna DanielleDavidson Darien Vasquez Dayana Perez Debra Pemelton Denise De Leon Dennise Cantu DestanieLewellen DestinyWalters Dyana Morales Eduardo Chacon EleanorDogoldogol Eloy Perez Jr. Elva Medina Emanual Kelly Emilio Guzman Erika Cisneros ErikaMarroquin EsmeraldaValero Lavanzate EsmeraldaCatete EsmeraldaResendez FranciscoVelez III GabrielaTiquet Gerardo Cantu Gina Skaw HitzaryGonzalez Ilza Hernandez IsmaelDominquez ItzelRodriguez Ivan Garcia JacquelineCantu JaquelineGarcia JaquelleenChubb JaquelynBenavides Jason Murphy Jenay Cantu Jennifer James JenniferPruneda JenniferRodriguez JessicaVillarreal JessicaVillarreal Joanna Escobar JohannaGonzalez Jonah Cepeda Jonathan Rico Jonathan Rowe Jordan Adams Jose Perez Jose Reyes Jose  Reyes Jr Jose  Mendez Joshua Smith Juan Perales JuliettSalinas Justin Leal JustineSalazar Kara Yanez KarinaSandoval KarlaLedbetter Kasandra  Santos Kayla Gamez Kaylee Herrin Keishley  Ramos Keri Perez Kevin Delgado KrisaVaughn kristian Ramos KristopherMarroquin Krystal  Mariscal Kya Williams Laura Ortiz Laura Tucker Lauren Cameron LaurenHatfield Laurie Flores Lauryn Briar LeissabelAguirre Leonor Olguin LeslieGonzalez LeticiaTagle LidiaPlascencia Lillie Evans Lisa Conde Lluvia Garcia LorraineGarcia MadisonColeman MadisonHendrix Makiyah Woods Maria Lara Maria Heredia Maria Gonzalez MaricelaVargas Mario Darbro MarissaCardoza MaritzaAndrade MarkVillarreal MarlanaMullenix Melinda Wilson Melissa Lopez Merced Campos MiguelHernandez Miguel  Franco MonicaSalmeron NallelyRodriguez NeKerriaHarrell Nicholas Hayes Nnena Holloway Norma Mosqueda Olivia Chapa Osiel Pena Patty Sandoval PerlaRodriguez Randy ledesma Ranisha Gunn Raymond MunozJr Rebecca Galvan Renae Cushman ReyesHernandez Rhonda Luckett Rico  Ortega Robin Garza Rodolfo Zarate Roxanne Vargas Ruby  Perez Ryan Howard SabrinaHammack Samantha Cruz SamanthaLopez Samantha  Gonzales Sarah Paulsen Selvia Solis SenaidaBejaran Sharri Rocha ShawntaDickson ShieannSmither StaphanieGarza StephanieOwens Stoni Gracida SylviaGutierrez TabathaPedraza Tammy Guzman Tiffany  rangel Tyler Timley ValeriaTrevino Vanessa Torres VeronicaMendez VeronicaEstrada Vivana Moreno Wendy Leal XanderVillegas YamiletHinojosa YareliCarrillo Yari Sanchez Yuliana Vega ZelestaHampton Other

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2.0 If "Other" for Agent name, please specify (First Name, Last Name)"

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Interaction Date

Format: mm/dd/yyyy

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Your answer to question 4 must be a valid date.

Review Date

Format: mm/dd/yyyy

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Your answer to question 5 must be a valid date.

Interaction Details

2.1 Vendor Name

1. Harte Hanks
2. Senture
3. 4CI
4. Deloitte

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2.2 Senture Supervisor/QA Analyst Name

  Adianez Garcia Adrian Feria Alberto Corrales Angel Saenz Carolina Segovia Cesar Alacron Cinthia Cutaia Cristobal Garza Cynthia Camacho Eloy Perez Erendira Vera Jeremy Grigsby Jose Chavez Juan Garcia Juan Rodriguez Kimberly Rico Lauren  Nichols Rebecca Rice Rhiannon Bormann- Salazar Roberto Juarez Roberto Morales Roberto Garza Jr Roel Cruz Other

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2.3 Harte Hanks Supervisor/QA Analyst Name

  Amelia Miles Brandon Ricks Cherika Dunn Danielle Dunn David Johnson Jasmyne Mitchell Jennifer Heller Kayla Wolfe Marissa Gonzales Michelle Hansen Patricia Allen Other

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2.4 4CI Supervisor/QA Analyst Name

  Albert Ayala Brian Henderson Bryant Lewis Don Mccauley Jose Alberty Julie  Turman Keyona Dobson Leticia Pouge Ricardo Gomez Ronald Walters Tamara Kilonzi Tiffany Singleton Tyra Bohonnon Vincent Miller Yeimi Guevara Other

Please answer question 9 before continuing.

2.5 Deloitte Supervisor/QA Analyst Name

  Rowena Johnson Other

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2.6 If "Other" for Supervisor/QA Analyst name, please specify (First Name, Last Name)

2.7 Call Reason (Non-Escalated)
Reason for customer call 

1. Unresolved Issues
2. Cannot File Weekly Claim
3. Fraud Question
4. Appeal Question
5. Overpayment Question
6. ID.ME Question
7. Directed to File New Claim
8. Request to Resend PIN
9. Changed Phone # or Email
10. Claimant did not Ans Callback
11. N/A
12. Other

If "Other" for Call Reason (Non-Escalated), please specify reason:"

2.7 Call Reason (Escalated)
Reason for customer call 

1. Statement Required
2. Form Needs Mailed
3. Un-Reported Separation
4. Returned to work
5. Claim is exhausted
6. Claim in Other State
7. Payment Needs Reissued
8. Employer Keying/Correction
9. N/A
10. Other

If "Other" for Call Reason (Escalated), please specify reason:"

Opening the Call (15 pts) [KA References: KA 1074]

3.1 Did the agent use the proper greeting? (2 pts)
(Opening Script:: "Hello, Thank you for calling the Virginia Employment Commission, my name is..")

1. Yes
2. No

Please answer question 16 before continuing.

3.2 Did the agent provide their name? (1 pt)

1. Yes
2. No

Please answer question 17 before continuing.

3.3 Did the agent verify the caller's SSN? (2 pt)

1. Yes
2. No

Please answer question 18 before continuing.

3.4 Did the agent verify the caller's name? (2 pt)

1. Yes
2. No

Please answer question 19 before continuing.

3.5 Did the agent verify the caller's PIN? (2 pt)

1. Yes
2. No
3. N/A

Please answer question 20 before continuing.

3.6 Did the agent verify the caller's mailing address? (2 pt)

1. Yes
2. No

Please answer question 21 before continuing.

3.7 Did the agent verify the caller's phone number? (1 pts)

1. Yes
2. No

Please answer question 49 before continuing.

3.8 Did the agent verify the caller's work status? (1 pt)
      (Are you currently performing any work including self-employment?)

1. Yes
2. No
3. N/A

Please answer question 22 before continuing.

3.9 Did the agent use the proper procedures pending PIN availability? (2 pts)

1. Yes
2. No
3. N/A

Please answer question 23 before continuing.

3.10 Opening the Call - Additional Feedback for agent

Issue Diagnosis (16pts, 8pts each) – [Ex. KA References: KA XXXX] Yes = 8 pts. No = 0 pts.

4.1 Did the agent ask probing questions where necessary?
Did the agent lead the customer to provide necessary information for the agent to resolve the call?
Examples: What is the issue you are having? How can I help you today? How long as this been going on? Have you tried x, y, or z? 

1. Yes
2. No

Please answer question 25 before continuing.

4.2 Was the most appropriate solution offered or knowledge FAQ's used?
Did the agent use the Knowledge Management System (Salesforce Knowledgebase) to resolve the issue and prevent a possible Claim Review Request? Did the Agent resolve the call using the best and most accurate solution?
Examples: You heard the agent state I am checking FAQ, I am checking Knowledge base, I am verifying a quick reference guide, etc.

1. Yes
2. No

Please answer question 26 before continuing.

4.3 Issue Diagnosis - Additional feedback for agent

Resolve / Route (15pts, 3pts each) – [Ex. KAReferences: KA 1076, 1152, 1263-1280] Yes = 3 pts, No = 0 pts

5.1 Did the agent communicate to the customer what actions they were taking on their behalf and what the next steps were?
Did the agent let the customer know what to expect before diving into the conversation?
Examples: "I would be happy to help you with pre-registration. In order to do this, I'm going to need to ask a few questions, including personal information. It should take about 5 minutes. Are you OK with proceeding?"

1. Yes
2. No

Please answer question 28 before continuing.

5.2 Were all customer issues and requests correctly identified or resolved?
Was the Agent efficient in resolving the problem using an introduce - diagnose - resolve approach?) (Was everything the customer needed addressed?
Examples: I understand your problem to be "x"; To fix your problem I am going to do "x"; The request you have for me is "x".

1. Yes
2. No

Please answer question 29 before continuing.

5.3 If applicable, did the agent refer the customer to the appropriate person or department, per training guidelines?
Did the agent transfer the call unnecessarily (i.e. pending an adjudication decision, no escalation needed until decision is made)? If the agent transferred, did they do it correctly? Did they notify the caller that their call may not be returned for 1-4 days? Did the agent inform the caller they should not call back until they receive a follow up call?

1. Yes
2. No
3. N/A

5.4 If applicable, did the agent accurately complete all necessary forms and statements required for claim processing?

1. Yes
2. No
3. N/A

Please answer question 31 before continuing.

5.5 Was all information provided to the customer accurate based on the questions asked?

1. Yes
2. No

Please answer question 32 before continuing.

5.6 Resolve / Route - Additional feedback for agent?

Telephony Skills (18pts, 6pts each) – [Ex. KA References: KA XXXX] Yes = 6 pts, No = 0 pts

6.1 Did the agent refrain from interrupting or talking over the customer?
Did the Agent let the customer complete their statements/thoughts prior to responding?

1. Yes
2. No

Please answer question 34 before continuing.

6.2 If applicable, did the agent use the appropriate hold policy?
Did the Agent ask before putting a customer on hold? When checking in on the customer, did the Agent explain what they were doing and why in a reassuring and confident manner?

1. Yes
2. No
3. N/A = Hold Not Necessary for Call

Please answer question 35 before continuing.

6.3 If a hold was used, was the hold time/dead air less than 60 seconds?
Did the Agent keep the customer engaged, even when on hold, ensuring the customer that the agent is still there and actively seeking information to help assist the customer request and that the connection has not been lost?

1. Yes
2. No
3. N/A = Hold Not Necessary for Call

Please answer question 36 before continuing.

6.4 Telephony Skills - Additional feedback for agent

Soft Skills (24pts, 8pts each)– [Ex: KA References: KA XXXX] Yes = 8 pts, No = 0 pts

7.1 Was the agent empathetic to the customer's situation (where applicable)?
(Did the Agent display a professional, pleasant tone of voice and use empathetic phrases throughout the call to show care for the customer’s concern?) Examples: I am sorry you are having this issue; I understand this is a hard time; I am sorry you are going through this (Did the Agent provide words of empathy throughout the call, listening to every detail the customer offered and making the customer feel understood and important?) Examples: Your call is very important to me; I am going to help with getting your issue resolved; I am sorry that this has happened. (Aas the agent respectful to the customer while acknowledging/apologizing for any errors or inconveniences?)

1. Yes
2. No

Please answer question 38 before continuing.

7.2 Did the agent demonstrate active listening?
Did the Agent listen closely to the customer, acknowledging the customer's requests and confirming details of the transaction with the customer?
Examples: I hear what you are saying; Since you said you are having an issue with "x", I am going to do "y"; I understand your concern and can assist you by doing "x. y, z".

1. Yes
2. No

Please answer question 39 before continuing.

7.3 Did the agent understand the root of all issues raised during the contact?
(Were all of the customer's requests understood? Did the Agent employ soft skills related to active listening and probing questions, e.g., showing interest in resolving the customer's issue?)

1. Yes
2. No

Please answer question 40 before continuing.

7.4 Soft Skills - Additional feedback for agent

Close Call (12 pts, 4 pts each) - [Ex. KA References: KA 1078] Yes = 4 pts; No = 0 pts 

8.1 Did the agent use the Job Services Script? ((“Now that I have addressed your unemployment inquiry, would you like someone from VEC to contact you about job opportunities in your local area or with employment assistance – such as help with your resume?”)

1. Yes
2. No

8.2 Did the agent offer further assistance at the end of the call?
Agent ensures all issues and concerns of the customer have been addressed. 

1. Yes
2. No

Please answer question 42 before continuing.

8.3 Did the agent brand and close the call with proper VEC script [Standard, Transfer, Error, or Voicemail]?
Standard Script: ["Thank you for calling the Virginia Employment Commission. Have a good day"]

1. Yes
2. No

Please answer question 43 before continuing.

8.4 Close Call - Additional feedback for agent

Overall Customer Experience

9.1 How did the customer feel at the end of the call?

1. Customer satisfied - Most/All questions resolved
2. Customer neutral - Some questions left unresolved
3. Customer disappointed - Most/All questions left unresolved

Please answer question 45 before continuing.

9.2 If the customer was disappointed, please provide a brief explanation:

Please answer question 46 before continuing.

9.3 Did the agent go above and beyond while assisting the customer?
    

1. Yes
2. No

Please answer question 47 before continuing.

9.4 Overall Customer Experience - Additional Feedback for Agent

Additional QM Feedback

10.1 Additional Notes or Comments for QA Support/Training/KM Method
Is there anything from the call that you feel the QA/Training/KM teams should know? Do you have suggestions for future opportunities for Agent training?

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