The ethics that every staff should follow during
work hour
1. Avoid making personal conversations and doing activities other than those of the
customer complaint management during working hours;
2. Keep mobile phones silent during working hours and avoid carrying mobile phones in the
customer complaint management;
3. Do not use the land line calls for personal matters;
4. Receive inbound calls mainly via the dedicated toll-free numbers on a 24/7 hour basis
and for internal customers through land line on normal working days of the bank from 8:00
am to 6:00 pm;
5. As a call Agent, always login to the system and be ready to answer calls;
6. Answer every customer call by using the system in 28 seconds;
7. Communicate with every customer in the proper telephone etiquette;
Start a conversation with the customer as in the following example
a. Greetings: “ጤና ይስጥልኝ”;
b. Introducing the Company’s name: ወጋገን ባንክ”
c. Introducing the Agent’s name: “X እባላለሁ”; and
d. Offering to help: “እባክዎ ምን ልርዳዎ?”
8. Treat all customers with respect;
9. Reformulate the customer’s request;
10. Listen to all customer calls carefully; inbound calls shall be handled with the established
telephone etiquette.
11. Respond to all customer calls professionally;
12. Register the reasons for every call on the HD application;
13. Transfer or forward a call only by informing the customer about the scenario while the
customer is online by muting the system;
14. Wait for 5 seconds, remind the caller to hang up “እባክዎን ስልኩን ይዝጉት” and release the call
if the caller does not hang up after the support process is completed;
15. .End the conversation by using an appropriate expression of parting such as “ስለ ደወሉ
እናመሰግናለን”;
16. Never sign out until the end of the shift, except during the 40-minute break, which is
approved by your principal/senior officer;
17. Never make the system busy (pre-call) in order not to receive a call unless your principal
allows you to do so; and
18. Always classify and register all calls.
Checklist Form
i. Greeting
1. Did the agent greet the customer according to the protocol?
Yes
No
N/A ii. Understanding the Customer's Need
2. Did the agent use probing questions to understand the customer's need?
Yes
No
N/A iii. Solution Information
3. Did the agent offer the most appropriate solution to meet the customer's needs?
Yes
No
N/A
4. Did the agent answer customer questions correctly?
Yes
No
N/A
5. Did the agent provide options to the customer (if applicable)?
Yes
No
6. Did the agent provide other resources (if applicable)?
Yes
No
N/A IV. Customer Service
7. Did the agent follow the correct procedures for transferring a call (if applicable)?
Yes
No
N/A
8. Did the agent use empathetic listening skills?
Yes
No
NA
9. Did the agent display a professional manner throughout the call?
Yes
No
N/A
10. Did the agent complete the call within the optimum call time while ensuring a positive
experience for customer?
Yes
No
11. Did the agent offer further assistance at the end of the call?
Yes
No
N/A
12. Did the agent close the call in an appropriate manner?
Yes
No
N/A vi. Completion Observations / Recommendations Full Name and Signature of QA
Specialist Signature
Full Name and Signature of Employee
Signature
