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HANDOFF WAVE 6A
Pao FrBr
Created on September 25, 2023
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Transcript
New hire success meeting
WAVE 6A
HC: 18 Agents - LOB: Tier 1 - Channel: Phone - Nationality: Colombian
TO KNOW
4- Channel distribution
1- Highlights
2- Challenges
5- Attrition
3- Important performance
6- PTL
7- Relevant Details to Consider
Highlights
Willingness to learn
BPO experience
Punctuality to the sessions
Effectiveness
Learning attitude
Teamwork
Challenges
Equipments
Attrition
Some ESPN+ interactions without product training
Hulu skills for Disney+ nesting week
Important performance (D+)
PX
IR
QA
%: 82.455 # Survey: 138 # DSATs: 37 ACW: 1075 - 70 AHT: 1385
%: 86.92 Lower score: 0% Mishandling - Verification
%: 78.0925 Some ESPN+ and Hulu interactions without product training
QA cert: N/A Final E: 94:38%
Important performance (H)
PX
IR
QA
%: 84.3 # Survey: 224 # DSATs: ACW: 75.8 AHT: 1491
%: 91 Lower score: 0% Mishandling - Verification
%: 80
QA cert: 99.33% Final E: 95.76%
Channel distribution
Several agents have requested a change to chats due to illness ( physically and mentally).
Phone: 14 Agents
Cases to be highlighted
Andrés Gonzalez!
Carolay Coronado
Attrition
Lorena Olaya August 29th
Adriana Gutierrez Before start
Inicial HC: 18 Current HC: 14 Attrition: 22.22%
Martha Sarmiento September 16th
Valeria Arrieta August 30th
PTL
Juan Arteaga
Carolay Coronado
"Work Avoider"
Studies
Emerson Reina
Juan Lozano
His mother is sick
"Work Avoider"
Relevant Details to Consider
- 4 PCs each one
- Multiple excuses
- Multiple power and internet outage
- Disconnections
- Poor knowledge
- Failed QA certification
- Syndicate
Juan Arteaga Emerson Reina