https://memonotepad.com/
Jules Borce
Jules is demonstrated excellence in discussing the bill with customers
1. 0562833984001
FRANCES JOHNSON
Local End Time:
4/22/2016
3:58:47 PM
Issue:
CCI to inquire why the bill is high compared to what the agent informed her / Agent was able to thoroughly explain that the bill is high due to the prorates that happened when the customer changed the package.
-did not pitch
-no recap
2. 0954421663810
JASMINE MORGAN
Local End Time:
4/23/2016
2:03:05 PM
Issue:
CCI to check if the internet has beed added to her acct. / Agent was able to answer all customer's inquiries; hsd was added and modem has to be picked up and service center address was also provided.
-no recap
3. 0958925522003
PETER ODELL
Issue:
CCI to inquire she has reactivation fee on the bill when she did not disconnect her services. Customer is asking for a promotion, lest she will disconnect her service from comcast. Agent was able to resolve the concern.
-dead air
-did not pitch
-no recap
4. 0172112909501
JANET OSUCH
5173320397
Local End Time:
4/24/2016
9:27:50 AM
Issue:
CCI informing agent that she was wondering why received a letter asking her to call comcast to check the security of her account. Agent was able to thoroughly explain the reason why the Janet received the letter and customer was pleased with the answer.
-no recap
5. 0610553473512
ANGELA HARRIS
Local End Time
4/24/2016
10:05:08 AM
CCI complaining that the $50 tech was supposed to have been waived as promised due to recurrent issues she's been having with her internet service. Agent checked his resources and informed customer that there is no reference point found for her claim for credit. Customer then wanted the previous agent traced and offered to provide Jhules all credentials of the previous agent. Customer got irate and demanded that the issue be resolved promptly as she has other bills and things to attend to. Customer was transferred to internet department.
-instances of dead air
-transferred customer (no advise done)
-no recap done before transfer
-no recap
=================================
PALADIO
0172022300913
MATTHEW BIRKLE
Customer called in saying he was worried he might be charged a late fee as he did not have enough funds since he just transferred and said he was ready to pay by the 5th of May. CAE was able to assure customer he wont be charged for late fee and was able to discuss the billing process thoroughly.
CAE:
-was confident in providing answers to customer's inquiry. Customers was pleased with the answers.
-should refrain from overusing fillers like , "aaah", 'um' while talking to customer; This makes it difficult to understand what the person is saying. CAE should minimize if not eliminate the use of fillers.
-did not capture customer's email address
-failed to provide SSO
71.43%
Eval : 3373198
====================================
KEN VILLONES
0955820964001
PATRICK FACCA
85.71%
Date : 4/24/2016
Eval : 3373207
ISSUE:
CCI to inquire charges on changing to x1 equipments. CAE was able to respond spontaneously all customer's inquiries which pleased the customer.
Coaching points:
CAE spontaneously answered customer's inquiries
2956 wood for 48306
patrick facca
1.FCR? ownership? promptly answered call?
ME
2.transactional? rapport?
3.AHT? resolved in a short time?
-dead air
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
CAE:
-was too transactional; In order to have higher customer satisfaction ratio, getting engaged with customers is a must and it guarantees customer loyalty and retention, and trust.
-did not capture email
-did not provide SSO
-did not recap
-------------------------------------------------------------------------
1. ERROL ARLOS
3175313573
0956627668108
TASHA COPELAND
ISSUE:
Customer called in complaining she's confused with her bill statements. CAE was able to resolve customer's concern and plausible enough for being able to add another LOB to customer's services.
COACHING POINTS:
CAE:
-paraphrase not done
-Interruptions during conversation; listening to the whole story first is important, so the customer feels listened to and taken cared of.
-must refrain from calling customer "ma'am" to personalize the call
-did not put customer on proper hold, instead put the customer on mute and it was beyond threshold time, it was already cascaded before that this is not allowed.
-no recap done
To ensure quality customer service,
1.FCR? ownership? promptly answered call?
-no paraphrase done
2.transactional? rapport?
-keeps calling customer "ma'am"
3.AHT? resolved in a short time?
placed the customer on hold (mute) numerous times
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
Interruptions from CAE while customer was talking
6. reduced time of cut on fone? hold?
CAE did not put customer on proper hold, instead put the customer on mute.
7. properly authenticated? acknowledged 1CTI?
------------------------------------------------------------------------
COACH BLITZ 5.4.16
1. Arlos - 1914206 -
2. Bucayan - 1914233 -
3. Dimaano - 1914151 -
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 -
6. Menciano - 1915230 -
7. Paladio - 1915247 -
8. Villones - 1914318 -
9 Borce - 1914217 -
10. Nabua - 1915407 -
11. Uy - 1915259 -
12. Versoza - 1914128-
14. Villar - 1915410
=============================================
Menciano 1914687
42.86% / Date : 5/4/2016
Eval : 3381694
0952013579401
PATRICK WILLIAMS /
ISSUE:
Nancy is auth SS#3736 / customer called in complaining why bill is high.
COACHING POINTS:
-CAE should answe calls promptly.
-should always put customers on proper hold and not on mute while checking his resources.Will affect the quality of the call
-could've set expectations for the length and reason of the hold.
-
1.FCR? ownership? promptly answered call?
CAE failed to answer the call promptly. Possible callback because customer hung up.
2.transactional? rapport?
Approach was too transactional; CAE must provide appropriate empathy.
3.AHT? resolved in a short time?
Long dead air while CAE was checking for resources and issue was not resolved; customer kept saying "hello" on the line numerous times and CAE did not acknowledge. Customer ultimately hung up.
4.RGU? SPP? Other options?
na
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
CAE placed the customer on mute and not on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
Bucayan 1914686
71.43% / Date : 5/4/2016
Eval : 3381700
0952020156909
ALICIA GILLINGHAM
7343074660
0952020156909
ISSUE:
CCI wanting to know if she still has a balance in account 0952020156909. CAE was able to provide pertinent information that the customer required and customer was contented with the answers.
COACHING POINTS:
-no recap done
1.FCR? ownership? promptly answered call?
-no paraphrase done
2.transactional? rapport?
CAE's approach was very transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=============================================
Villar
57.14%
Date : 5/4/2016
Eval : 3381705
0110518388805
VINCENT BARRETTA
0110518388805
ISSUE:
CCI inquiring why his bill is high after puting it on seasonal suspend. CAE was able to efficiently provide the information on credit proprates that the customer will be receiving and this satisfied him.
COACHING POINTS:
-grammar lapses (verbs)
-no recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
approach was transactional
3.AHT? resolved in a short time?
due to grammar lapses, repetition became a necessity
4.RGU? SPP? Other options?
n/a
5. active listening? acknowledged cust statements?
Customer needed to repeat what he was saying several times on the call
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=============================================
Nabua
42.86%
Date : 5/4/2016
Eval : 3381710
1555230038306
CANDY BECK
CR577383076
ISSUE:
CCI saying she was overcharged when she was supposed to get credits. CAE was able to discuss the situation about the wrong ticket done (reason why credit wasn't applied)
COACHING POINTS:
-must provide appropriate empathy statement
-did not put customer on proper hold
-customer was placed on a long hold (mute)
-no email capture
-no SSO
1.FCR? ownership? promptly answered call?
No paraphrasing done
2.transactional? rapport?
no appropriate empathy after customer complained of the sluggish process
3.AHT? resolved in a short time?
long hold / mute time
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
CAE did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
2. ERROL ARLOS
57.14% / Date : 5/4/2016
Eval : 3381711
PAMELA BACON
423 union st zero beach 32966
0171016364401
ISSUE:
CCI complaining about her bill.
CAE showcased proper acknowledgment and understanding with the reason for contact and was able to properly use Vision and Einstein to provide expalnation. His tone sounded very knowledgeable & helpful.
COACHING POINTS:
-CAE should have done a personal connection with the irate customer and not wait for the customer to initiate it
-"focus" sounded different, customer noticed it and brought it up with CAE
-CAE must talk clearly by pronouncing words correctly to avoid being misunderstood
-should not use "uhum" to convey acknowledgement, CAE should say "yes" or "I understand" instead .
-CAE must not allow customer to take control of the call as this will affect AHT, CAE should learn how to map out the call
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
*CAE was too transactional and sounded hurried
3.AHT? resolved in a short time?
CAE allowed customer to take control of the call
4.RGU? SPP? Other options?
na
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
There were instances where CAE was interrupting while customer was talking
7. properly authenticated? acknowledged 1CTI?
==========================================
JULES BORCE
71.43% / Date : 5/4/2016
Eval : 3381716
1709 sw wyom
0172045249610
MARGARIT SILVA
ISSUE:
CCI insisting she never ordered 2 services or double play (DP), she refuses to pay the bill. CAE was able to provide customer details of the bill and transferred customer to retentions for futher assistance.
COACHING POINTS:
1.FCR? ownership? promptly answered call?
CAE sounded lethargic on the call
2.transactional? rapport?
no personal connection established
CAE's approach was transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
============================================
1. Arlos - 1914206 -
2. Bucayan - 1914233 -
3. Dimaano - 1914151 -
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 -
6. Menciano - 1915230 -
7. Paladio - 1915247 -
8. Villones - 1914318 -
9 Borce - 1914217 -
10. Nabua - 1915407 -
11. Uy - 1915259 -
12. Versoza - 1914128-
14. Villar - 1915410
=============================
COACH BLITZ 5.5.16
Dimaano - 1914151
Paladio - 1915247
Villones - 1914318
Uy - 1915259
Mameng - 1914225
Versoza - 1914128
=============================================
Dimaano - 1914151
25.00% / Date : 5/5/2016
Eval : 3381741
28.57% / Date : 5/4/2016
Eval : 3381728
22470 morrow rd
0950728687702
MABEL MARTI
ISSUE:
CCI complaining of high bill
COACHING POINTS:
-should not have processed a Non-Compliant Sidegrade (Document ID POL1853)
-should have placed customer on proper hold, not mute
-no email
-no SSO
-no recap done
1.FCR? ownership? promptly answered call?
"let me see what I can do for you"
cae failed to explain well the changes on the bill; possible callback
2.transactional? rapport?
no personal connection established with customer
inappropriate empathy " I do understand that"
3.AHT? resolved in a short time?
-dead air
-customer confused on explanation and kept repeating same question over
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
customer did not understand rep's bill explanation and rep failed to acknowledge the real concern
6. reduced time of cust on fone? hold?
kept saying "hold on" instead of putting customer on proper hold
7. properly authenticated? acknowledged 1CTI?
ME
===========================================
Paladio - 1915247
57.14% Date : 5/5/2016
Eval : 3381749
53724 newberry
0950771914903
KATHY NOLFO
ISSUE:
customer wanted to know if her services will still be working if she will only pay partial amt.
COACHING POINTS:
CAE
-was able to provide the info need by the customer
-should establish personal connection with customer
-must listen attentively / focus on her call to get concern correctly
-no email capture; no SSO
1.FCR? ownership? promptly answered call?
Did not answer the call promptly
2.transactional? rapport?
too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
did not get the concern initially
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
===========================================
Villones - 1914318
71.43% /
Date : 5/5/2016
Eval : 3381743
Date : 5/4/2016
Eval : 3381734
1551513967102
21439 d
port charlote fl
larry poole
ISSUE:
Customer called in with billing questions
COACHING POINTS:
CAE
-was able to efficiently and confidently provide the information the customer needed
-should have built rapport
-must answer calls promptly and put customer on proper hold, not mute
1.FCR? ownership? promptly answered call?
did not answer the call promptly
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
Uy - 1915259
85.71% Date : 5/5/2016
Eval : 3381756
85.71% / Date : 5/4/2016
Eval : 3381739
0610204275306
post dated check payment
theresa
25923 superior rd
ISSUE:
customer wanted to make payment arrangement.
COACHING POINTS:
CAE
-was able to address concern in a timely manner
-must establish personal connection with customer
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
CAE was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
===========================================
Mameng - 1914225
87.50%
Date : 5/5/2016
Eval : 3381751
0956651186415
GENO RODERICK
ISSUE:
cci for promise to pay
COACHING POINTS:
Rep was able to provide answers to customer's inquiry in a timely manner
Rep should establish rapport with customer
1.FCR? assurance / ownership? promptly answered call?
2.transactional? rapport?
no rapport established
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
==========================================
Versoza - 1914128
0952049444004
JHONNA CLARK-TWIGGS
ISSUE:
85.71% / Date : 5/5/2016
Eval : 3381760
COACHING POINTS:
1.FCR? ownership? promptly answered call?
BE / Cae transferred the call to retention for payment arrangement / invalid transfer
2.transactional? rapport?
ME / Cae keeps on talking to the on what he is doing
3.AHT? resolved in a short time?
ME /
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
ME / Cae was able to ack the cx's concern about a payment arrangement and options
6. reduced time of cust on fone? hold?
ME/ No hold time
7. properly authenticated? acknowledged 1CTI?
YES / fully verified / ME
==========================================
5.6.16
JENNIE VILLAR
09556168139018
62.50% Date : 5/6/2016
Eval : 3381853
7653389111
ISSUE:
Indiana customer
Customer called in inquiring if payment went through
COACHING POINTS:
CAE:
Must answer calls promptly
Failed to use billing tools efficiently, misinformed customer on successful receipt of payment
Set wrong expectation on the schedule of return of services
A/R
1.FCR? ownership? promptly answered call?
Did not answer call promptly
2.transactional? rapport?
too transactional approach
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
========================================
VILLAR
5713
0958926958507
28.57%
Date : 5/6/2016
Eval : 3381890
ISSUE:
customer called in inquiring on her prepaid services
COACHING POINTS:
CAE:
-did an excellent job in authenticating the customer
-should open call with a lively tone of voice
-must improve on her grammar to be better understood
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Sounded lethargic on the call
CAE did not paraphrase
2.transactional? rapport?
Approach was too transactional
3.AHT? resolved in a short time?
Grammar lapses, poor enunciation lengthened the call; customer had a hard time understanding CAE
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
CAE had difficulty understanding customer's concern and asked cust to repeat concern
6. reduced time of cust on fone? hold?
Customer was not placed on proper hold
7. properly authenticated? acknowledged 1CTI?
enunciation / grammar lapses / lethargic response
=========================================
Jun MAMENG
0955844077909
GENELLA MCCURN
71.43% | Date : 5/6/2016
Eval : 3382020
ISSUE:
customer had questions with her bill this month
COACHING POINTS:
CAE:
-showed enthusiasm in helping the customer
-could've establish rapport with cutomer
-"we can able to do that"; redundant verbs
-failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount (POL1550)
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
no rapport established
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount
7. properly authenticated? acknowledged 1CTI?
"we can able to do that"
9412848964
Document ID POL1550 Comcast works to keep services accessible to all customers regardless of age, disability, or economic status.
failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount
=======================================
239
0162432204901
Points 85.71% Date : 5/6/2016
Eval : 3382079
ISSUE:
CCI complaining HBO was promised to her for $12 and it's showing $15 on the bill statement
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
Numerous hold time; instances of interruptions
7. properly authenticated? acknowledged 1CTI?
=======================================
convenience fee $5.95 was not mentioned to customer
0164142784201
JULES:
85.71%
Date : 5/6/2016
Eval : 3382097
ISSUE:
Customer (hearing impaired), called in to make a payment.
COACHING POINTS:
H:
CAE was able to handle the concern efficiently in a timely manner
L:
CAE needs to establish personal connection with customer
CAE must mention that there is a $5.95 convenience fee applied for agent-assisted payment transactions
No SSO provided
No recap done
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
instancs of interruptions
7. properly authenticated? acknowledged 1CTI?
=======================================
3. Errol Arlos
85.71% Date : 5/6/2016
Eval : 3382164
3137402983
ISSUE:
CCI to inquire on her bill
COACHING POINTS:
H: Did an excellent job in explaining the bill to the customer
L: CAE
-should learn how to discuss the bill in a short span of time
-no recap done
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
1. Arlos - 1914206 - 1914698
2. Bucayan - 1914233 -
3. Dimaano - 1914151 - 1914691
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 - 1914697
6. Menciano - 1915230 - 1914697
7. Paladio - 1915247 - 1914702
8. Villones - 1914318 - 1914689
9 Borce - 1914217 - 1914696
10. Nabua - 1915407 -
11. Uy - 1915259 - 1914699
12. Versoza - 1914128- 1914700
13. De Leon - 1914340
14. Villar - 1915410 1914701
======================================
5.7.16
BUCAYAN
09589113110030
85.71% Date : 5/7/2016
Eval : 3382902
ISSUE:
cci wants to make a payment with CAE with convenience fee waived since IVR isn't working. Cae was able to process the payment.
COACHING POINTS:
Approach was too transactional, should have established rapport
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
NO SSO
NO RECAP
=======================================
BUCAYAN
85.71% Date : 5/7/2016
Eval : 3382915
valerie platt
3473463202
ISSUE:
cci wants to put acct on seasonal hold
COACHING POINTS:
CAE
-did an excellent job in authenticating the customer.
-showcased efficient call handling and set correct expectations to customer
L:
No rapport established; should have initiated short, appropriate and manageable small talk
NO Email capture
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Dimaano
0171821784305
28.57%
Date : 5/7/2016
Eval : 3382966
ISSUE:
customer called in to complain about the his bill and CAE did not succeed in saving the customer from dropping cable.
COACHING POINTS:
CAE:
-should be able to efficiently explain the bill and properly use Vision and Einstein to identify resolution
-must always handle call in a lively manner
No rapport established; should have initiated short, appropriate and manageable small talk
NO Email capture
NO SSO
NO RECAP
-should always put customers on proper hold
grammar lapses:
"will going down", "it will going up"
"since you are having internet service already"
"you're not convenience"
fillers:
"aah", "ammm"
1.FCR? ownership? promptly answered call?
sounded lethargic on the call
did not attempt to fully save the customer
2.transactional? rapport?
no rapport etablished / "uhum", inappropriate empathy
3.AHT? resolved in a short time?
sounded sleepy in explaining details to customer
failed to clearly explain details on bill statement
grammar lapses:
4.RGU? SPP? Other options?
5. Active listening? acknowledged cust statements?
customer stated he wants to recieve his hard copy of the bill and CAE asked to repeat it
6. reduced time of cust on fone? hold?
did not put customer on proper hold: kept saying "hold on", "one moment"; instead of putting customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
grammar lapses:
"will going down", "it will going up"
"since you are having
"you're not convenience"
==========================================
VILLONES
28.57
0162 4922322 06
Date : 5/7/2016
Eval : 3383007
ISSUE:
customer to change starz to hbo, CAE explained it's part of the package
COACHING POINTS:
should answer call promptly
No personal connection established
should be efficient in utilizingVision and Einstein
NO Email capture
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
did not answer call promptly
2.transactional? rapport?
(-) rapport
3.AHT? resolved in a short time?
( ) dead air
(-) use of Vision and Einstein
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
(-) active listening; gave customer wrong information
6. reduced time of cust on fone? hold?
(-) proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
JAYCE
0952022075510
87.50%
Date : 5/7/2016
Eval : 3383048
addl service ordered
ISSUE:
Customer called in to upgrade to TP, CAE was able to assist the customer with the concern.
COACHING POINTS:
H:
Agent showcased proper acknowledgment and understanding with the reason for contact, able to properly use Vision and Einstein to identify resolution, tone sounded very knowledgeable & helpful.
L:
Should have placed customer on proper hold.
1.FCR? ownership? promptly answered call
no assurance
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
(-) proper hold, was placed on mute
7. properly authenticated? acknowledged 1CTI?
=======================================
Versoza
71.43%
Date : 5/11/2016
Eval : 3385299
cancel old acct and to check status of appt
2484251442
6765 burwicks dr 48346
0955826790502
ISSUE:
Customer called in to cancel old acct and to check status of appt on new address and agent provided the most appropriate solution
COACHING POINTS:
H: The agent conferenced customer to retentions appropriately
L:
Agent
- did not establish rapport
-failed to provide status of appt
-did not capture email
-did not provise SSO
-did not perform recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
did not establish rapport
3.AHT? resolved in a short time?
ailed to provide status of appt
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Versoza
85.71% / Eval : 3385356
5616766630
0163841934303
JACOB COHEN
ISSUE:
CCI to obtain credites due to outage. The caller%u2019s issue was sufficiently addressed by the agent.
COACHING POINTS:
H:
The agent adequately addressed the caller%u2019s needs
L:
Inappropriate empathy, agent sounded like bribing the customer
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
Inappropriate empathy
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
FCR
%u2022The total number of calls resolved correctly on the first attempt divided by the total number of first calls.
customer calls are not being answered satisfactorily.
indication of customer dissatisfaction
=======================================
MENCIANO
1914687
09566 278541 02
DOUGLAS HENDREN
3173707503
wifi password /
ISSUE:
cci to have broadcast tv and sportsfee removed
COACHING POINTS:
1.FCR? ownership? promptly answered call?
did not promptly answer call
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
JAYSON MENCIANO
0172613731002
85.71%
Date : 5/11/2016
Eval : 3385578
ISSUE:
CCI stating payment was taken twice from her bank account and the agent was able to respond to customer's concern.
COACHING POINTS:
H:
The agent properly authenticated customer%u2019s account using the appropriate information.
The agent provided the most appropriate solution.
L:
-did not empathize appropriately
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
Did not empathize appropriately
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
JAYSON
3176772900
42.86% Date : 5/11/2016
Eval : 3385593
0956637680906
SHANDA NEWSON
ISSUE:
cci wants to do payment arrangement and agent educated customer properly on the concern.
COACHING POINTS:
H:
Transferred customer to the correct dept to cancel a service.
The agent used appropriate resources to address the issue
L:
-did not establish personal connection
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
did not answer the call promptly
2.transactional? rapport?
no personal connection established
3.AHT? resolved in a short time?
dead air
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
must put customer on proper hold not tell the customer "hold on" or "give me a moment".
7. properly authenticated? acknowledged 1CTI?
=======================================
LERY
0562802073432
05628032329
71.43% Date : 5/11/2016
Eval : 3385646
ISSUE:
Customer called in with bill issue and agent was able to resolve customer's concern.
COACHING POINTS:
H:
The caller%u2019s issue was sufficiently addressed.
Caller gave CAE a commendation.
L:
Agent
-did not follow correct procedures for placing the customer on hold
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
Observed numerous long hold
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
0164136648802
Jonathan Ruiz
28.57% Date : 5/11/2016
Eval : 3385699
ISSUE:
CCI complaining he was charged twice an agent was able to assist customer with the concern.
COACHING POINTS:
H: The agent provided the most appropriate solution
I:
-did not follow correct procedures for placing the customer on hold
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
did not answer call properly
2.transactional? rapport?
No rapport established; no empathy done
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Mikhail Luis De Leon
1914690
0958816284204
8104415091
57.14% Date : 5/12/2016
Eval : 3386222
ISSUE:
CCI wants to make a postdated payment and agent did not make any attempt to collect, instead, transferred customer to "finance" depatment.
COACHING POINTS:
H:
Agent was able to personal connection with customer
L:
-failed to resolve customers concern
-should have informed customer the truth about collections Dept.
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Possible callback, customer was transferred by agent to "finance" department
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
Agent didn't catch the issue initially
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
Did not acknowledge 1CTI
=======================================
Mikhail Luis De Leon
2482843068
0950719008710
85.71% / Date : 5/12/2016
Eval : 3386246
ISSUE:
CCI complaining about her current bill and agent was able to thoroughly discuss it with the customer.
COACHING POINTS:
H:
The agent followed correct procedures for transferring the call to retentions
L:
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
approach was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Leryliese Nabua
1914696 (mamang)
0610513317811
42.86% / Date : 5/12/2016
Eval : 3386354
ISSUE:
Customer called in to make payment arrangement and inquired on how to lower down her bill. Caller%u2019s issue was insufficiently addressed by the agent due to invalid transfer.
COACHING POINTS:
-Must use available tools to be aware of Collections Update
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Possible customer callback because transfer was invalid. (Collections dept no longer exists).
2.transactional? rapport?
Inappropriate empathy
3.AHT? resolved in a short time?
Customer was put on mute for a long period
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
Agent did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
Kenneth Allen Villones
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Katherenne Dimaano
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Jayson Menciano
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
LERY
71.43% / Date : 5/12/2016
Eval : 3386358
214
418
0610224545401
ISSUE:
Caller wants to know why bill went up this month. Agent was able to discuss customer's bill efficiently.
COACHING POINTS:
H:
Agent showcased proper acknowledgment and understanding of the issue.
L:
-could have established personal connection with customer
-must always ans call promptly
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Did not ans call promptly
2.transactional? rapport?
approach was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Jules Borce
Jules is demonstrated excellence in discussing the bill with customers
1. 0562833984001
FRANCES JOHNSON
Local End Time:
4/22/2016
3:58:47 PM
Issue:
CCI to inquire why the bill is high compared to what the agent informed her / Agent was able to thoroughly explain that the bill is high due to the prorates that happened when the customer changed the package.
-did not pitch
-no recap
2. 0954421663810
JASMINE MORGAN
Local End Time:
4/23/2016
2:03:05 PM
Issue:
CCI to check if the internet has beed added to her acct. / Agent was able to answer all customer's inquiries; hsd was added and modem has to be picked up and service center address was also provided.
-no recap
3. 0958925522003
PETER ODELL
Issue:
CCI to inquire she has reactivation fee on the bill when she did not disconnect her services. Customer is asking for a promotion, lest she will disconnect her service from comcast. Agent was able to resolve the concern.
-dead air
-did not pitch
-no recap
4. 0172112909501
JANET OSUCH
5173320397
Local End Time:
4/24/2016
9:27:50 AM
Issue:
CCI informing agent that she was wondering why received a letter asking her to call comcast to check the security of her account. Agent was able to thoroughly explain the reason why the Janet received the letter and customer was pleased with the answer.
-no recap
5. 0610553473512
ANGELA HARRIS
Local End Time
4/24/2016
10:05:08 AM
CCI complaining that the $50 tech was supposed to have been waived as promised due to recurrent issues she's been having with her internet service. Agent checked his resources and informed customer that there is no reference point found for her claim for credit. Customer then wanted the previous agent traced and offered to provide Jhules all credentials of the previous agent. Customer got irate and demanded that the issue be resolved promptly as she has other bills and things to attend to. Customer was transferred to internet department.
-instances of dead air
-transferred customer (no advise done)
-no recap done before transfer
-no recap
=================================
PALADIO
0172022300913
MATTHEW BIRKLE
Customer called in saying he was worried he might be charged a late fee as he did not have enough funds since he just transferred and said he was ready to pay by the 5th of May. CAE was able to assure customer he wont be charged for late fee and was able to discuss the billing process thoroughly.
CAE:
-was confident in providing answers to customer's inquiry. Customers was pleased with the answers.
-should refrain from overusing fillers like , "aaah", 'um' while talking to customer; This makes it difficult to understand what the person is saying. CAE should minimize if not eliminate the use of fillers.
-did not capture customer's email address
-failed to provide SSO
71.43%
Eval : 3373198
====================================
KEN VILLONES
0955820964001
PATRICK FACCA
85.71%
Date : 4/24/2016
Eval : 3373207
ISSUE:
CCI to inquire charges on changing to x1 equipments. CAE was able to respond spontaneously all customer's inquiries which pleased the customer.
Coaching points:
CAE spontaneously answered customer's inquiries
2956 wood for 48306
patrick facca
1.FCR? ownership? promptly answered call?
ME
2.transactional? rapport?
3.AHT? resolved in a short time?
-dead air
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
CAE:
-was too transactional; In order to have higher customer satisfaction ratio, getting engaged with customers is a must and it guarantees customer loyalty and retention, and trust.
-did not capture email
-did not provide SSO
-did not recap
-------------------------------------------------------------------------
1. ERROL ARLOS
3175313573
0956627668108
TASHA COPELAND
ISSUE:
Customer called in complaining she's confused with her bill statements. CAE was able to resolve customer's concern and plausible enough for being able to add another LOB to customer's services.
COACHING POINTS:
CAE:
-paraphrase not done
-Interruptions during conversation; listening to the whole story first is important, so the customer feels listened to and taken cared of.
-must refrain from calling customer "ma'am" to personalize the call
-did not put customer on proper hold, instead put the customer on mute and it was beyond threshold time, it was already cascaded before that this is not allowed.
-no recap done
To ensure quality customer service,
1.FCR? ownership? promptly answered call?
-no paraphrase done
2.transactional? rapport?
-keeps calling customer "ma'am"
3.AHT? resolved in a short time?
placed the customer on hold (mute) numerous times
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
Interruptions from CAE while customer was talking
6. reduced time of cut on fone? hold?
CAE did not put customer on proper hold, instead put the customer on mute.
7. properly authenticated? acknowledged 1CTI?
------------------------------------------------------------------------
COACH BLITZ 5.4.16
1. Arlos - 1914206 -
2. Bucayan - 1914233 -
3. Dimaano - 1914151 -
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 -
6. Menciano - 1915230 -
7. Paladio - 1915247 -
8. Villones - 1914318 -
9 Borce - 1914217 -
10. Nabua - 1915407 -
11. Uy - 1915259 -
12. Versoza - 1914128-
14. Villar - 1915410
=============================================
Menciano 1914687
42.86% / Date : 5/4/2016
Eval : 3381694
0952013579401
PATRICK WILLIAMS /
ISSUE:
Nancy is auth SS#3736 / customer called in complaining why bill is high.
COACHING POINTS:
-CAE should answe calls promptly.
-should always put customers on proper hold and not on mute while checking his resources.Will affect the quality of the call
-could've set expectations for the length and reason of the hold.
-
1.FCR? ownership? promptly answered call?
CAE failed to answer the call promptly. Possible callback because customer hung up.
2.transactional? rapport?
Approach was too transactional; CAE must provide appropriate empathy.
3.AHT? resolved in a short time?
Long dead air while CAE was checking for resources and issue was not resolved; customer kept saying "hello" on the line numerous times and CAE did not acknowledge. Customer ultimately hung up.
4.RGU? SPP? Other options?
na
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
CAE placed the customer on mute and not on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
Bucayan 1914686
71.43% / Date : 5/4/2016
Eval : 3381700
0952020156909
ALICIA GILLINGHAM
7343074660
0952020156909
ISSUE:
CCI wanting to know if she still has a balance in account 0952020156909. CAE was able to provide pertinent information that the customer required and customer was contented with the answers.
COACHING POINTS:
-no recap done
1.FCR? ownership? promptly answered call?
-no paraphrase done
2.transactional? rapport?
CAE's approach was very transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=============================================
Villar
57.14%
Date : 5/4/2016
Eval : 3381705
0110518388805
VINCENT BARRETTA
0110518388805
ISSUE:
CCI inquiring why his bill is high after puting it on seasonal suspend. CAE was able to efficiently provide the information on credit proprates that the customer will be receiving and this satisfied him.
COACHING POINTS:
-grammar lapses (verbs)
-no recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
approach was transactional
3.AHT? resolved in a short time?
due to grammar lapses, repetition became a necessity
4.RGU? SPP? Other options?
n/a
5. active listening? acknowledged cust statements?
Customer needed to repeat what he was saying several times on the call
6. reduced time of cut on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=============================================
Nabua
42.86%
Date : 5/4/2016
Eval : 3381710
1555230038306
CANDY BECK
CR577383076
ISSUE:
CCI saying she was overcharged when she was supposed to get credits. CAE was able to discuss the situation about the wrong ticket done (reason why credit wasn't applied)
COACHING POINTS:
-must provide appropriate empathy statement
-did not put customer on proper hold
-customer was placed on a long hold (mute)
-no email capture
-no SSO
1.FCR? ownership? promptly answered call?
No paraphrasing done
2.transactional? rapport?
no appropriate empathy after customer complained of the sluggish process
3.AHT? resolved in a short time?
long hold / mute time
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cut on fone? hold?
CAE did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
2. ERROL ARLOS
57.14% / Date : 5/4/2016
Eval : 3381711
PAMELA BACON
423 union st zero beach 32966
0171016364401
ISSUE:
CCI complaining about her bill.
CAE showcased proper acknowledgment and understanding with the reason for contact and was able to properly use Vision and Einstein to provide expalnation. His tone sounded very knowledgeable & helpful.
COACHING POINTS:
-CAE should have done a personal connection with the irate customer and not wait for the customer to initiate it
-"focus" sounded different, customer noticed it and brought it up with CAE
-CAE must talk clearly by pronouncing words correctly to avoid being misunderstood
-should not use "uhum" to convey acknowledgement, CAE should say "yes" or "I understand" instead .
-CAE must not allow customer to take control of the call as this will affect AHT, CAE should learn how to map out the call
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
*CAE was too transactional and sounded hurried
3.AHT? resolved in a short time?
CAE allowed customer to take control of the call
4.RGU? SPP? Other options?
na
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
There were instances where CAE was interrupting while customer was talking
7. properly authenticated? acknowledged 1CTI?
==========================================
JULES BORCE
71.43% / Date : 5/4/2016
Eval : 3381716
1709 sw wyom
0172045249610
MARGARIT SILVA
ISSUE:
CCI insisting she never ordered 2 services or double play (DP), she refuses to pay the bill. CAE was able to provide customer details of the bill and transferred customer to retentions for futher assistance.
COACHING POINTS:
1.FCR? ownership? promptly answered call?
CAE sounded lethargic on the call
2.transactional? rapport?
no personal connection established
CAE's approach was transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
============================================
1. Arlos - 1914206 -
2. Bucayan - 1914233 -
3. Dimaano - 1914151 -
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 -
6. Menciano - 1915230 -
7. Paladio - 1915247 -
8. Villones - 1914318 -
9 Borce - 1914217 -
10. Nabua - 1915407 -
11. Uy - 1915259 -
12. Versoza - 1914128-
14. Villar - 1915410
=============================
COACH BLITZ 5.5.16
Dimaano - 1914151
Paladio - 1915247
Villones - 1914318
Uy - 1915259
Mameng - 1914225
Versoza - 1914128
=============================================
Dimaano - 1914151
25.00% / Date : 5/5/2016
Eval : 3381741
28.57% / Date : 5/4/2016
Eval : 3381728
22470 morrow rd
0950728687702
MABEL MARTI
ISSUE:
CCI complaining of high bill
COACHING POINTS:
-should not have processed a Non-Compliant Sidegrade (Document ID POL1853)
-should have placed customer on proper hold, not mute
-no email
-no SSO
-no recap done
1.FCR? ownership? promptly answered call?
"let me see what I can do for you"
cae failed to explain well the changes on the bill; possible callback
2.transactional? rapport?
no personal connection established with customer
inappropriate empathy " I do understand that"
3.AHT? resolved in a short time?
-dead air
-customer confused on explanation and kept repeating same question over
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
customer did not understand rep's bill explanation and rep failed to acknowledge the real concern
6. reduced time of cust on fone? hold?
kept saying "hold on" instead of putting customer on proper hold
7. properly authenticated? acknowledged 1CTI?
ME
===========================================
Paladio - 1915247
57.14% Date : 5/5/2016
Eval : 3381749
53724 newberry
0950771914903
KATHY NOLFO
ISSUE:
customer wanted to know if her services will still be working if she will only pay partial amt.
COACHING POINTS:
CAE
-was able to provide the info need by the customer
-should establish personal connection with customer
-must listen attentively / focus on her call to get concern correctly
-no email capture; no SSO
1.FCR? ownership? promptly answered call?
Did not answer the call promptly
2.transactional? rapport?
too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
did not get the concern initially
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
===========================================
Villones - 1914318
71.43% /
Date : 5/5/2016
Eval : 3381743
Date : 5/4/2016
Eval : 3381734
1551513967102
21439 d
port charlote fl
larry poole
ISSUE:
Customer called in with billing questions
COACHING POINTS:
CAE
-was able to efficiently and confidently provide the information the customer needed
-should have built rapport
-must answer calls promptly and put customer on proper hold, not mute
1.FCR? ownership? promptly answered call?
did not answer the call promptly
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=============================================
Uy - 1915259
85.71% Date : 5/5/2016
Eval : 3381756
85.71% / Date : 5/4/2016
Eval : 3381739
0610204275306
post dated check payment
theresa
25923 superior rd
ISSUE:
customer wanted to make payment arrangement.
COACHING POINTS:
CAE
-was able to address concern in a timely manner
-must establish personal connection with customer
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
CAE was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
===========================================
Mameng - 1914225
87.50%
Date : 5/5/2016
Eval : 3381751
0956651186415
GENO RODERICK
ISSUE:
cci for promise to pay
COACHING POINTS:
Rep was able to provide answers to customer's inquiry in a timely manner
Rep should establish rapport with customer
1.FCR? assurance / ownership? promptly answered call?
2.transactional? rapport?
no rapport established
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
==========================================
Versoza - 1914128
0952049444004
JHONNA CLARK-TWIGGS
ISSUE:
85.71% / Date : 5/5/2016
Eval : 3381760
COACHING POINTS:
1.FCR? ownership? promptly answered call?
BE / Cae transferred the call to retention for payment arrangement / invalid transfer
2.transactional? rapport?
ME / Cae keeps on talking to the on what he is doing
3.AHT? resolved in a short time?
ME /
4.RGU? SPP? Other options?
NA
5. active listening? acknowledged cust statements?
ME / Cae was able to ack the cx's concern about a payment arrangement and options
6. reduced time of cust on fone? hold?
ME/ No hold time
7. properly authenticated? acknowledged 1CTI?
YES / fully verified / ME
==========================================
5.6.16
JENNIE VILLAR
09556168139018
62.50% Date : 5/6/2016
Eval : 3381853
7653389111
ISSUE:
Indiana customer
Customer called in inquiring if payment went through
COACHING POINTS:
CAE:
Must answer calls promptly
Failed to use billing tools efficiently, misinformed customer on successful receipt of payment
Set wrong expectation on the schedule of return of services
A/R
1.FCR? ownership? promptly answered call?
Did not answer call promptly
2.transactional? rapport?
too transactional approach
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
========================================
VILLAR
5713
0958926958507
28.57%
Date : 5/6/2016
Eval : 3381890
ISSUE:
customer called in inquiring on her prepaid services
COACHING POINTS:
CAE:
-did an excellent job in authenticating the customer
-should open call with a lively tone of voice
-must improve on her grammar to be better understood
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Sounded lethargic on the call
CAE did not paraphrase
2.transactional? rapport?
Approach was too transactional
3.AHT? resolved in a short time?
Grammar lapses, poor enunciation lengthened the call; customer had a hard time understanding CAE
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
CAE had difficulty understanding customer's concern and asked cust to repeat concern
6. reduced time of cust on fone? hold?
Customer was not placed on proper hold
7. properly authenticated? acknowledged 1CTI?
enunciation / grammar lapses / lethargic response
=========================================
Jun MAMENG
0955844077909
GENELLA MCCURN
71.43% | Date : 5/6/2016
Eval : 3382020
ISSUE:
customer had questions with her bill this month
COACHING POINTS:
CAE:
-showed enthusiasm in helping the customer
-could've establish rapport with cutomer
-"we can able to do that"; redundant verbs
-failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount (POL1550)
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
no rapport established
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount
7. properly authenticated? acknowledged 1CTI?
"we can able to do that"
9412848964
Document ID POL1550 Comcast works to keep services accessible to all customers regardless of age, disability, or economic status.
failed in utilizing Einstein to extract information in relation to customer's query on disabilty discount
=======================================
239
0162432204901
Points 85.71% Date : 5/6/2016
Eval : 3382079
ISSUE:
CCI complaining HBO was promised to her for $12 and it's showing $15 on the bill statement
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
Numerous hold time; instances of interruptions
7. properly authenticated? acknowledged 1CTI?
=======================================
convenience fee $5.95 was not mentioned to customer
0164142784201
JULES:
85.71%
Date : 5/6/2016
Eval : 3382097
ISSUE:
Customer (hearing impaired), called in to make a payment.
COACHING POINTS:
H:
CAE was able to handle the concern efficiently in a timely manner
L:
CAE needs to establish personal connection with customer
CAE must mention that there is a $5.95 convenience fee applied for agent-assisted payment transactions
No SSO provided
No recap done
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
instancs of interruptions
7. properly authenticated? acknowledged 1CTI?
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3. Errol Arlos
85.71% Date : 5/6/2016
Eval : 3382164
3137402983
ISSUE:
CCI to inquire on her bill
COACHING POINTS:
H: Did an excellent job in explaining the bill to the customer
L: CAE
-should learn how to discuss the bill in a short span of time
-no recap done
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
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1. Arlos - 1914206 - 1914698
2. Bucayan - 1914233 -
3. Dimaano - 1914151 - 1914691
2395983571
4. Lozada - 1914243 -
5. Mameng - 1914225 - 1914697
6. Menciano - 1915230 - 1914697
7. Paladio - 1915247 - 1914702
8. Villones - 1914318 - 1914689
9 Borce - 1914217 - 1914696
10. Nabua - 1915407 -
11. Uy - 1915259 - 1914699
12. Versoza - 1914128- 1914700
13. De Leon - 1914340
14. Villar - 1915410 1914701
======================================
5.7.16
BUCAYAN
09589113110030
85.71% Date : 5/7/2016
Eval : 3382902
ISSUE:
cci wants to make a payment with CAE with convenience fee waived since IVR isn't working. Cae was able to process the payment.
COACHING POINTS:
Approach was too transactional, should have established rapport
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
NO SSO
NO RECAP
=======================================
BUCAYAN
85.71% Date : 5/7/2016
Eval : 3382915
valerie platt
3473463202
ISSUE:
cci wants to put acct on seasonal hold
COACHING POINTS:
CAE
-did an excellent job in authenticating the customer.
-showcased efficient call handling and set correct expectations to customer
L:
No rapport established; should have initiated short, appropriate and manageable small talk
NO Email capture
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
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Dimaano
0171821784305
28.57%
Date : 5/7/2016
Eval : 3382966
ISSUE:
customer called in to complain about the his bill and CAE did not succeed in saving the customer from dropping cable.
COACHING POINTS:
CAE:
-should be able to efficiently explain the bill and properly use Vision and Einstein to identify resolution
-must always handle call in a lively manner
No rapport established; should have initiated short, appropriate and manageable small talk
NO Email capture
NO SSO
NO RECAP
-should always put customers on proper hold
grammar lapses:
"will going down", "it will going up"
"since you are having internet service already"
"you're not convenience"
fillers:
"aah", "ammm"
1.FCR? ownership? promptly answered call?
sounded lethargic on the call
did not attempt to fully save the customer
2.transactional? rapport?
no rapport etablished / "uhum", inappropriate empathy
3.AHT? resolved in a short time?
sounded sleepy in explaining details to customer
failed to clearly explain details on bill statement
grammar lapses:
4.RGU? SPP? Other options?
5. Active listening? acknowledged cust statements?
customer stated he wants to recieve his hard copy of the bill and CAE asked to repeat it
6. reduced time of cust on fone? hold?
did not put customer on proper hold: kept saying "hold on", "one moment"; instead of putting customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
grammar lapses:
"will going down", "it will going up"
"since you are having
"you're not convenience"
==========================================
VILLONES
28.57
0162 4922322 06
Date : 5/7/2016
Eval : 3383007
ISSUE:
customer to change starz to hbo, CAE explained it's part of the package
COACHING POINTS:
should answer call promptly
No personal connection established
should be efficient in utilizingVision and Einstein
NO Email capture
NO SSO
NO RECAP
1.FCR? ownership? promptly answered call?
did not answer call promptly
2.transactional? rapport?
(-) rapport
3.AHT? resolved in a short time?
( ) dead air
(-) use of Vision and Einstein
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
(-) active listening; gave customer wrong information
6. reduced time of cust on fone? hold?
(-) proper hold
7. properly authenticated? acknowledged 1CTI?
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JAYCE
0952022075510
87.50%
Date : 5/7/2016
Eval : 3383048
addl service ordered
ISSUE:
Customer called in to upgrade to TP, CAE was able to assist the customer with the concern.
COACHING POINTS:
H:
Agent showcased proper acknowledgment and understanding with the reason for contact, able to properly use Vision and Einstein to identify resolution, tone sounded very knowledgeable & helpful.
L:
Should have placed customer on proper hold.
1.FCR? ownership? promptly answered call
no assurance
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
(-) proper hold, was placed on mute
7. properly authenticated? acknowledged 1CTI?
=======================================
Versoza
71.43%
Date : 5/11/2016
Eval : 3385299
cancel old acct and to check status of appt
2484251442
6765 burwicks dr 48346
0955826790502
ISSUE:
Customer called in to cancel old acct and to check status of appt on new address and agent provided the most appropriate solution
COACHING POINTS:
H: The agent conferenced customer to retentions appropriately
L:
Agent
- did not establish rapport
-failed to provide status of appt
-did not capture email
-did not provise SSO
-did not perform recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
did not establish rapport
3.AHT? resolved in a short time?
ailed to provide status of appt
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Versoza
85.71% / Eval : 3385356
5616766630
0163841934303
JACOB COHEN
ISSUE:
CCI to obtain credites due to outage. The caller%u2019s issue was sufficiently addressed by the agent.
COACHING POINTS:
H:
The agent adequately addressed the caller%u2019s needs
L:
Inappropriate empathy, agent sounded like bribing the customer
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
Inappropriate empathy
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
FCR
%u2022The total number of calls resolved correctly on the first attempt divided by the total number of first calls.
customer calls are not being answered satisfactorily.
indication of customer dissatisfaction
=======================================
MENCIANO
1914687
09566 278541 02
DOUGLAS HENDREN
3173707503
wifi password /
ISSUE:
cci to have broadcast tv and sportsfee removed
COACHING POINTS:
1.FCR? ownership? promptly answered call?
did not promptly answer call
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
JAYSON MENCIANO
0172613731002
85.71%
Date : 5/11/2016
Eval : 3385578
ISSUE:
CCI stating payment was taken twice from her bank account and the agent was able to respond to customer's concern.
COACHING POINTS:
H:
The agent properly authenticated customer%u2019s account using the appropriate information.
The agent provided the most appropriate solution.
L:
-did not empathize appropriately
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
Did not empathize appropriately
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
JAYSON
3176772900
42.86% Date : 5/11/2016
Eval : 3385593
0956637680906
SHANDA NEWSON
ISSUE:
cci wants to do payment arrangement and agent educated customer properly on the concern.
COACHING POINTS:
H:
Transferred customer to the correct dept to cancel a service.
The agent used appropriate resources to address the issue
L:
-did not establish personal connection
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
did not answer the call promptly
2.transactional? rapport?
no personal connection established
3.AHT? resolved in a short time?
dead air
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
must put customer on proper hold not tell the customer "hold on" or "give me a moment".
7. properly authenticated? acknowledged 1CTI?
=======================================
LERY
0562802073432
05628032329
71.43% Date : 5/11/2016
Eval : 3385646
ISSUE:
Customer called in with bill issue and agent was able to resolve customer's concern.
COACHING POINTS:
H:
The caller%u2019s issue was sufficiently addressed.
Caller gave CAE a commendation.
L:
Agent
-did not follow correct procedures for placing the customer on hold
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
Observed numerous long hold
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
0164136648802
Jonathan Ruiz
28.57% Date : 5/11/2016
Eval : 3385699
ISSUE:
CCI complaining he was charged twice an agent was able to assist customer with the concern.
COACHING POINTS:
H: The agent provided the most appropriate solution
I:
-did not follow correct procedures for placing the customer on hold
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
did not answer call properly
2.transactional? rapport?
No rapport established; no empathy done
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
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Mikhail Luis De Leon
1914690
0958816284204
8104415091
57.14% Date : 5/12/2016
Eval : 3386222
ISSUE:
CCI wants to make a postdated payment and agent did not make any attempt to collect, instead, transferred customer to "finance" depatment.
COACHING POINTS:
H:
Agent was able to personal connection with customer
L:
-failed to resolve customers concern
-should have informed customer the truth about collections Dept.
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Possible callback, customer was transferred by agent to "finance" department
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
Agent didn't catch the issue initially
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
Did not acknowledge 1CTI
=======================================
Mikhail Luis De Leon
2482843068
0950719008710
85.71% / Date : 5/12/2016
Eval : 3386246
ISSUE:
CCI complaining about her current bill and agent was able to thoroughly discuss it with the customer.
COACHING POINTS:
H:
The agent followed correct procedures for transferring the call to retentions
L:
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
approach was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Leryliese Nabua
1914696 (mamang)
0610513317811
42.86% / Date : 5/12/2016
Eval : 3386354
ISSUE:
Customer called in to make payment arrangement and inquired on how to lower down her bill. Caller%u2019s issue was insufficiently addressed by the agent due to invalid transfer.
COACHING POINTS:
-Must use available tools to be aware of Collections Update
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Possible customer callback because transfer was invalid. (Collections dept no longer exists).
2.transactional? rapport?
Inappropriate empathy
3.AHT? resolved in a short time?
Customer was put on mute for a long period
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
Agent did not put customer on proper hold
7. properly authenticated? acknowledged 1CTI?
=======================================
Kenneth Allen Villones
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Katherenne Dimaano
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
Jayson Menciano
ISSUE:
COACHING POINTS:
1.FCR? ownership? promptly answered call?
2.transactional? rapport?
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================
LERY
71.43% / Date : 5/12/2016
Eval : 3386358
214
418
0610224545401
ISSUE:
Caller wants to know why bill went up this month. Agent was able to discuss customer's bill efficiently.
COACHING POINTS:
H:
Agent showcased proper acknowledgment and understanding of the issue.
L:
-could have established personal connection with customer
-must always ans call promptly
-should have established rapport
-did not capture email
-did not provide SSO
-failed to recap
1.FCR? ownership? promptly answered call?
Did not ans call promptly
2.transactional? rapport?
approach was too transactional
3.AHT? resolved in a short time?
4.RGU? SPP? Other options?
5. active listening? acknowledged cust statements?
6. reduced time of cust on fone? hold?
7. properly authenticated? acknowledged 1CTI?
=======================================