Agent's Reasoning Not Accurate - Style Choice

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June 19, 2023 15:19

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Completed

Hello!

It has been months since I have been through a QC rejection, and this recent one by agent "Samantha" (new?) states the following:

"Hi, Thank you for your submission; we greatly appreciate your effort. Unfortunately, we have found the following issue(s) in your recording: At the beginning when reading 'and thank you', it sounds quite unclear. The beginning of 'thank' sounds muffled. Please revise and resubmit."

The "thank you" that sounds unclear is a friendly and conversational read, rather than a highly enunciated one. And no, the beginning of "thank" doesn't sound muffled. This seems like I could argue the third person's accepted file, after my rejection, sounds entirely muffled. But the beginning of "thank"? So...the "th"? The full word? And it doesn't. It's just the context of a conversational greeting.

Additionally, I was available for 90 minutes after this submission to complete any possible revisions (for four files completed during that time). It took the agent 3-4 hours to submit that request. For a contest, this seems an overly lengthy response time from QC. If you would like to help support talent availability within the 30 minutes or so that we have for a revision for these, then it seems right that QC should be turning files around in a more timely fashion.

Please review.

Contest Project ID: 825096EB7F429119D8CB
File: https://drive.google.com/file/d/1UNsLdB7boLYjS4k0WvKCR580WlparKFB/view?usp=drive_link

Steven Cifuentes #1510178917601

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June 22, 2023 22:48
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Hi Kaci, thanks for reachin out!

I have reviewed the project, and it was created over the weekend. The thing is, during weekends, due to the low workload, QC agent shifts are separated by approximately 4-hour intervals. That's why your project took longer to be reviewed. We sincerely apologize for the delay.

Regarding the word "thanks," I agree with my colleague Sam, as I feel that the "th" sounds like a "d." I understand that you did it to make it sound more conversational, but since the recording is for a telephone system, it would be better to have a more pronounced pronunciation.

Once again, on behalf of the QC team, I apologize for the delays and any inconvenience caused.

Best regards,

Steven.
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K Flaugher #9222975496339

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June 23, 2023 18:50
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Thank you for your reply. I would like to clarify a few things:
- I did not do this (use a d sound) to sound conversational, per your comments. There was no purposeful mispronunciation. I went for a friendly and professional greeting.
- It is a "pronounced pronunciation." It's not slang or accented.
- A muffled "thank" and a "d" are two different explanations. It is best if QA agents can be specific from the get-go. The original QA comment refers to something that is addressed by space/room and proximity to mic (muffled), not pronunciation.
- And the thing is, during weekends, if the QA response is not able to meet the demands required of pros so we can address any perceived issues, Bunny should reconsider how it releases contests and speedies and sets those requirements on the weekends and whether or not a business is actually going to review the responses before the week begins. I don't know how this affects my revision time or any other stats, but considering the delay, I would request a review and correction of that.
Thank you for your time and review.
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