Ending and Rating a Call

1. Before ending the call, ask the customer: “Is there anything else I can help you with?”
2. After the call ends, always complete the customer ratings screens after the call. 

Completing the rating screens is a contractual obligation with Jeenie and is a mandatory requirement for receiving fees.

It is critically important that you leave the right sort of feedback following each and every call. The feedback feature is offered as a way for you to evaluate your experience engaging with the client/provider. In this way, we have designed the post-call feedback procedure as a means of helping you to serve as an advocate and offer expert insights into call dynamics.

Note that the rating screen are comprised of the following:

How was I as a customer? ⭑⭑⭑⭑⭑:

Rate the ability of YOU as the interpreter to effectively assist the client, not the technical quality of the call or connection. This rating is an evaluation of you, not the client. Do your best to rate the call even if it was brief or interrupted. Once you add your rating, you will be able to select what was good/could be better about your services.  You will add comments about the call in a later section.  

                                                                     

How was the connection quality?

This is where you will provide feedback on the overall connection quality of the call. This can and should include your own connection as well as the client's. Once you add your rating, you will be able to select what was good/could be better about the connection. 

                              

Anything else we should know:

Your feedback should be focused on the quality of your own experience engaging with the client (ie, the provider, the attorney, the official, etc.). This might involve comments on the quality of the internet connection, the way you were treated by the provider, and/or the way the provider treated the patient. To be clear, your comments should not focus on the quality of the medical advice that was provided, but instead on the ability of the provider to treat you and the patient professionally and respectfully, and to make proper use of the interpreting service.

You should NEVER leave generic responses like “medical call” or “immigration call”. Such brief comments offer no information on how well the client engaged with you and the patient, nor do they shed light on why there might have been challenges during the call.

NOTE: Entering a brief description is mandatory for all customer calls

Click/Tap Submit to complete the rating and reset your availability to Online.

Reminder: When you are not available to take Jeenie calls, set your availability to Offline.