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01.01.12 DirecTV Weekly QA Coaching Report

01.01.12 DirecTV Weekly QA Coaching Report

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Used to work for DirectTV - this may help someone who is a supevsor
Used to work for DirectTV - this may help someone who is a supevsor

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Published by: Rahmel JaLance Moore on Mar 05, 2014
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Report Date

:
Client Name / LOB(s):
Site / Location:
QA Report Summary
Weekly QA Report - Report Summary (V 1.2 Rev 12/14/2011)
Report Information
01/10/12
DirecTV/BGI
Augusta, GA
Report Name Summary of Report (TOP ISSUES/TRENDS/IMPROVEMNTS)
Quality Overview
Current MTD QA Average: 69.56% (TRENDING UP)
MTD Monitors Completed: 156
An increased number of coachings completed by supervisors has resulted in more consistency in
agent call handling and an overall positive trending for quality scores.
Quality Heat Map
Top 3 Missed Components:
1. Champion DIRECTV Value - Agents are having difficulty determining when to talk about additional
products and services that DirecTV offers and tying them into the reason for the customer's call. In
many cases, when agents offer additional options they do not fully explain the features and benefits,
and therefore the customer's do not see additional value.
2. Show Empathy & Engage - Agents are focusing on quickly handling calls and are not takign the
QA Progression Report
Scores have increased from the previous month as supervisors have been able to coach and develop
more agents on a daily basis.
Coaching &
Acknowledgement Report
Total Observations Not Coached: 89
Total Observations Not Acknowledged: 111
Total % Coaching within 48 Hours: 32.28%
Total % Acknowledgement within 48 Hours: 24.05%
Teleperformance QA ReportReport Summary
V 1.2 Rev 12/14/2011 Teleperformance Confidential
For Internal Use Only
Page 1 of 5
Print Date: 3/5/2014 11:53 AM
Weekly QA Report - Report Summary (V 1.2 Rev 12/14/2011)
Teleperformance QA ReportReport Summary
V 1.2 Rev 12/14/2011 Teleperformance Confidential
For Internal Use Only
Page 2 of 5
Print Date: 3/5/2014 11:53 AM
Values
Program / ACCM / Supervisor / Agent
Monitor
Count
Average Time to
Coach
Average Time to
Acknowledge
% Coached
48 Hours
% Acknowledged 48
Hours
Total Monitors Not
Coached
Total Monitors Not
Acknowledged
Agents NLE 7 95.59 136.89 0.00% 0.00% 3 5
Unknown 5 103.71 144.78 0.00% 0.00% 3 5
Unknown 5 103.71 144.78 0.00% 0.00% 3 5
Dunn, Gerreanda M 1 51.62 192.13 0.00% 0.00% 0 1
Bailey, Valeria N 1 57.23 122.08 0.00% 0.00% 0 1
West, Darrien M 1 169.76 169.76 0.00% 0.00% 1 1
Bell, Jamie L 1 141.94 141.94 0.00% 0.00% 1 1
Moore, Phillip 1 97.99 97.99 0.00% 0.00% 1 1
Center Manager 2 75.30 117.18 0.00% 0.00% 0 0
Unknown 2 75.30 117.18 0.00% 0.00% 0 0
Wright, Carlibia D 1 77.18 91.13 0.00% 0.00% 0 0
Shook, Ann M 1 73.43 143.23 0.00% 0.00% 0 0
DirecTV AGSTA BGI 151 82.56 99.03 33.77% 25.17% 86 106
Baskett, Teri L 151 82.56 99.03 33.77% 25.17% 86 106
McNorrill, Savannah D 15 109.22 129.39 13.33% 0.00% 10 12
Gardner, Patnesha M 3 143.36 155.58 0.00% 0.00% 2 2
Washington, Tiffany S 1 74.02 112.81 0.00% 0.00% 0 0
Latimore, Christopher L 1 72.65 167.30 0.00% 0.00% 0 1
Weaver, Shameka M 1 23.95 118.54 100.00% 0.00% 0 1
Griffin, Shermonica M 1 23.46 61.36 100.00% 0.00% 0 0
Yancey, Ricshey R 1 172.23 172.23 0.00% 0.00% 1 1
Wilson, Yoce R 1 171.20 171.20 0.00% 0.00% 1 1
West, Antoinette S 1 169.89 169.89 0.00% 0.00% 1 1
Johnson, Kimberly A 1 118.21 118.21 0.00% 0.00% 1 1
Graves, Briana N 1 97.30 97.30 0.00% 0.00% 1 1
Crosby, Sondrea B 1 95.56 95.56 0.00% 0.00% 1 1
Chisolm, Annie R 1 95.28 95.28 0.00% 0.00% 1 1
Carter, Ashley K 1 94.45 94.45 0.00% 0.00% 1 1
Gormley, Paul D 12 65.21 81.82 8.33% 8.33% 4 4
Anthony, Paulette 1 53.81 69.75 0.00% 0.00% 0 0
Batten, Ollie J 1 52.55 67.45 0.00% 0.00% 0 0
Davis, Adrian E 1 52.20 160.32 0.00% 0.00% 0 0
Farmer, Kyla M 1 50.96 70.22 0.00% 0.00% 0 0
Grant, Chakikia L 1 1.93 24.52 100.00% 100.00% 0 0
Johnson, Shannon R 1 50.24 52.85 0.00% 0.00% 0 0
Jones, Watassa A 1 49.76 63.42 0.00% 0.00% 0 0
Thomas, Brittney D 1 69.72 71.93 0.00% 0.00% 0 0
Moss Wylie, Jasmine L 1 101.34 101.34 0.00% 0.00% 1 1
Newsome, Terry S 1 101.02 101.02 0.00% 0.00% 1 1
Parker, LaTonya D 1 100.00 100.00 0.00% 0.00% 1 1
Spencer, LaPorcha K 1 99.03 99.03 0.00% 0.00% 1 1
Wells Jr, Rodney F 19 117.03 124.61 36.84% 36.84% 18 19
Henderson, Angela M 1 48.38 192.43 0.00% 0.00% 0 1
Burnett, Marquita C 1 194.41 194.41 0.00% 0.00% 1 1
Bush, Shequita 2 110.20 110.20 50.00% 50.00% 2 2
Cummings, Dawn L 2 109.12 109.12 50.00% 50.00% 2 2
Holmes, Janice C 1 191.55 191.55 0.00% 0.00% 1 1
Holt, James D 1 191.08 191.08 0.00% 0.00% 1 1
Kenyon, Ashlee B 1 190.80 190.80 0.00% 0.00% 1 1
Mayfield, JaNae M 1 172.03 172.03 0.00% 0.00% 1 1
McDowell, ChaBria P 1 171.02 171.02 0.00% 0.00% 1 1
Mitchell, Shonta'Lisa R 1 169.73 169.73 0.00% 0.00% 1 1
Nipper, Jasmine S 1 168.81 168.81 0.00% 0.00% 1 1
Parrott, Lauren A 1 168.16 168.16 0.00% 0.00% 1 1
Desboeufs, Amanda M 1 24.47 24.47 100.00% 100.00% 1 1
Fairell, Latoya D 1 24.22 24.22 100.00% 100.00% 1 1
Finnie, Andrew P 1 23.86 23.86 100.00% 100.00% 1 1
Gilchrist, Victoria S 1 23.50 23.50 100.00% 100.00% 1 1
Pryor, Franceswai L 1 22.93 22.93 100.00% 100.00% 1 1
Smith, Ciara D 13 57.78 96.64 38.46% 23.08% 3 7
Latimore, Jonathan L 1 45.18 188.98 100.00% 0.00% 0 1
Jones, Casandra L 1 27.30 27.86 100.00% 100.00% 0 0
Lattimore, Jasmine D 1 26.72 43.64 100.00% 100.00% 0 0
McCuller, Karisma J 1 52.05 169.12 0.00% 0.00% 0 1
Abrams, Khadijah S 1 22.24 22.87 100.00% 100.00% 0 0
Marchan, Barbara A 1 23.93 140.16 100.00% 0.00% 0 1
Perkins , Destiny D 1 54.90 67.87 0.00% 0.00% 0 0
Ricketts, Peter C 1 53.40 123.95 0.00% 0.00% 0 1
Streeter, Alexandra O 1 53.50 67.00 0.00% 0.00% 0 0
Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement
Teleperformance QA ReportQuality C&A Report 48 HR
V 1.2 Rev 12/14/2011
Teleperformance Confidential
For Internal Use Only
Page 3 of 5
Print Date: 3/5/2014 11:53 AM
Values
Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement
Wallace, Ebony S 1 53.47 66.40 0.00% 0.00% 0 0
Barnes, Takeisha C 1 124.81 124.81 0.00% 0.00% 1 1
Dunn, Jonathan R 1 119.23 119.23 0.00% 0.00% 1 1
Ward, Whitney C 1 94.39 94.39 0.00% 0.00% 1 1
Galvin, Corey J 10 97.87 117.62 20.00% 10.00% 5 8
Kaufman, Patrick C 2 61.04 89.82 50.00% 50.00% 0 1
Young, Christopher 1 77.12 77.92 0.00% 0.00% 0 0
Serrano, Michael 1 35.30 125.09 100.00% 0.00% 0 1
Williams, Qiana N 1 73.48 122.82 0.00% 0.00% 0 1
Odom, Esssence 1 174.03 174.03 0.00% 0.00% 1 1
McKenzie, Sasha B 1 126.47 126.47 0.00% 0.00% 1 1
Soles, Crystal C 1 124.55 124.55 0.00% 0.00% 1 1
Williams, Brittnee R 1 123.70 123.70 0.00% 0.00% 1 1
Henley, Brandon K 1 121.99 121.99 0.00% 0.00% 1 1
Joseph McCumber, Christina R 14 49.23 76.29 57.14% 42.86% 2 5
Wischmeyer, Jennifer D 1 105.34 168.80 0.00% 0.00% 0 1
Elliott, Linda L 1 31.24 168.46 100.00% 0.00% 0 1
Francis, Elise G 1 53.34 87.52 0.00% 0.00% 0 0
Downs, Alexis D 1 75.32 75.99 0.00% 0.00% 0 0
Bland, Brenda G 1 4.55 19.22 100.00% 100.00% 0 0
Benniefield, Sharon R 1 76.73 76.83 0.00% 0.00% 0 0
Barnwell, Brandi A 1 75.40 76.66 0.00% 0.00% 0 0
Safeeullah, Amira K 1 29.88 47.03 100.00% 100.00% 0 0
O'Neal, Raquel A 1 30.00 93.71 100.00% 0.00% 0 1
Wray-Adams, Michelle A 1 29.97 45.81 100.00% 100.00% 0 0
Wilson, Stacey T 2 29.75 45.05 100.00% 100.00% 0 0
Richardson, Stacy T 1 94.13 94.13 0.00% 0.00% 1 1
Williams, Suett M 1 23.77 23.77 100.00% 100.00% 1 1
Curry, KeAndra A 21 81.76 87.98 33.33% 28.57% 16 17
Adams, Shannon N 2 58.09 84.66 50.00% 50.00% 1 2
Butler, Latoya P 3 69.43 84.33 33.33% 33.33% 1 1
Carter, Lakeisha P 2 14.12 19.69 100.00% 100.00% 1 1
McIver, Serena R 1 47.83 69.53 100.00% 0.00% 0 0
Tillman, Krystal D 1 167.42 167.42 0.00% 0.00% 1 1
Dickinson, Danielle J 2 83.23 83.23 50.00% 50.00% 2 2
McRae, Tiffany T 1 120.18 120.18 0.00% 0.00% 1 1
Neal, Lakeshia N 1 118.05 118.05 0.00% 0.00% 1 1
Robinson, Victor D 1 117.78 117.78 0.00% 0.00% 1 1
Savoy, Brandon A 1 117.11 117.11 0.00% 0.00% 1 1
Dunn, Charnaya D 1 99.46 99.46 0.00% 0.00% 1 1
Foreman, Taiesha L 1 97.76 97.76 0.00% 0.00% 1 1
Gaines, Arshea P 1 96.70 96.70 0.00% 0.00% 1 1
Love, April A 1 96.06 96.06 0.00% 0.00% 1 1
McDowell, Sharmese G 1 95.59 95.59 0.00% 0.00% 1 1
Walden, Queira L 1 23.83 23.83 100.00% 100.00% 1 1
Williams, Kristy R 16 96.26 103.04 18.75% 12.50% 11 12
Slater, Quamar T 1 79.09 79.57 0.00% 0.00% 0 0
Hodge, Stephanie D 1 78.76 79.93 0.00% 0.00% 0 0
Griffin, Logan P 1 71.54 87.59 0.00% 0.00% 0 0
Brown, Ryan T 1 29.75 120.34 100.00% 0.00% 0 1
Dokes, Ashley L 1 32.68 32.79 100.00% 100.00% 0 0
Willingham, Niki N 1 147.77 147.77 0.00% 0.00% 1 1
Tutt, Mya V 1 146.92 146.92 0.00% 0.00% 1 1
Soles, Todd M 1 146.11 146.11 0.00% 0.00% 1 1
Myles, Amanda R 1 144.24 144.24 0.00% 0.00% 1 1
Gibbons, Lakia S 1 142.83 142.83 0.00% 0.00% 1 1
Blount, Tomeka L 1 102.27 102.27 0.00% 0.00% 1 1
Jackson, Jontae R 1 100.64 100.64 0.00% 0.00% 1 1
McMillian, Leondra J 1 99.39 99.39 0.00% 0.00% 1 1
Pryor, Owen B 1 98.60 98.60 0.00% 0.00% 1 1
Reeves, Shatarra J 1 95.30 95.30 0.00% 0.00% 1 1
Prince, Atiya P 1 24.33 24.33 100.00% 100.00% 1 1
Drye, Joseph H 14 54.20 81.59 50.00% 35.71% 3 7
Wright, Joann A 1 48.92 144.54 0.00% 0.00% 0 1
Wright, Jessica A 1 49.70 50.32 0.00% 0.00% 0 0
Walker, Shayeeta V 1 85.38 142.30 0.00% 0.00% 0 1
Brooker, Kashema L 1 46.81 47.03 100.00% 100.00% 0 0
Evans, Linda G 1 31.42 124.78 100.00% 0.00% 0 1
Fraatz, Tara L 1 67.65 92.55 0.00% 0.00% 0 0
Jennings, Tammyria D 1 67.07 67.22 0.00% 0.00% 0 0
Steed, Asia B 1 25.88 121.94 100.00% 0.00% 0 1
Teleperformance QA ReportQuality C&A Report 48 HR
V 1.2 Rev 12/14/2011
Teleperformance Confidential
For Internal Use Only
Page 4 of 5
Print Date: 3/5/2014 11:53 AM
Values
Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement
Shook, Michael E 1 41.76 42.57 100.00% 100.00% 0 0
Rivers, D'Arah C 1 62.79 71.55 0.00% 0.00% 0 0
Pooser, Bryant L 1 37.25 43.30 100.00% 100.00% 0 0
Ward, Lekita A 1 142.86 142.86 0.00% 0.00% 1 1
Palmer, Amanda C 1 26.30 26.30 100.00% 100.00% 1 1
Pigford, Addelle M 1 25.06 25.06 100.00% 100.00% 1 1
Jackson, Kimberley R 4 97.08 119.75 25.00% 0.00% 3 4
Golden, Shana S 1 28.13 118.83 100.00% 0.00% 0 1
Avery, Tiffany T 1 167.52 167.52 0.00% 0.00% 1 1
Jones, Shanna N 1 96.96 96.96 0.00% 0.00% 1 1
Petty, Megan A 1 95.71 95.71 0.00% 0.00% 1 1
Moore, Rahmel J 13 76.78 80.34 61.54% 53.85% 11 11
Butler, Que B 1 3.55 48.64 100.00% 0.00% 0 0
Wertz, Arce'Andrea 1 4.26 5.42 100.00% 100.00% 0 0
Oliver, Vermetria B 1 92.80 92.80 0.00% 0.00% 1 1
Wolfe, Erica N 1 24.90 24.90 100.00% 100.00% 1 1
Adeleke, Iyanuoluwa I 1 22.60 22.60 100.00% 100.00% 1 1
Brown, Randi S 1 22.00 22.00 100.00% 100.00% 1 1
Hawkins, Felicia L 1 21.33 21.33 100.00% 100.00% 1 1
McCladdie, Brittany S 1 20.83 20.83 100.00% 100.00% 1 1
Perry, Keilah C 1 20.50 20.50 100.00% 100.00% 1 1
Gilmore, Bridget S 1 192.97 192.97 0.00% 0.00% 1 1
Hall, Carvonne M 1 192.10 192.10 0.00% 0.00% 1 1
Smith, Deidre Y 1 190.76 190.76 0.00% 0.00% 1 1
Williams, Joshlyn L 1 189.53 189.53 0.00% 0.00% 1 1
Program Overall 158 83.13 100.70 32.28% 24.05% 89 111
Teleperformance QA ReportQuality C&A Report 48 HR
V 1.2 Rev 12/14/2011
Teleperformance Confidential
For Internal Use Only
Page 5 of 5
Print Date: 3/5/2014 11:53 AM

2 Rev 12/14/2011 Page 2 of 5 Teleperformance Confidential For Internal Use Only Print Date: 3/5/2014 11:53 AM .ev 12/14/2011) Teleperformance QA ReportReport Summary V 1.

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