AGENTS

CCMS ID: 1658975 - Tovar, Camilo

CCMS ID: 3781646 - Rojas, Juan

CAMILO TOVAR'S MONITORINGS

ISSUE PERFORMANCE FEEDBACK
Customer keeps getting the same wrong pair of jeans.  Agent checked
Customer came home and got item and when he the customer
opened the box he didn't receive the actual item he  Agent was
placed the order for, this is not the first time for the  Heard cx out,
good, needless
customer, he says we've taken care of this but he was provided right to say this is a
told, though, that the problem regarding the item was information, CSAT
also taken care of, regardless, the same problem kept "most likely is
taking place. an issue with  Agent didn’t
the distributor" keep promises
 He said he  Agent should've
would escalate
Live Monitoring 8/5/20 said that it was
the situation a 1 time
courtesy
 Agent
processed full  Agent could've
refund for been a little bit
19.98$ without more
expecting the empathetic and
item back to
spare the cx not repeating
himself by
that same provided the
aggravating same info over
situation he has and over again.
gone through The call
before could’ve lasted
less
 Satisfaction
question,
customer was
satisfied but
still hoping that
the problem
would get
resolved
somehow
Customer is not happy with Marketplace item, she wants  Agent educated  Agent
to return it since It didn’t live up to her expectations the customer should’ve
about how to go listened with
about returning more attention,
the item customer was
repeating
 Agent provided herself
the right
expectations as  Ever since the
to when and Agent started

Incident #: 200805-007594
 providing the
expectations
repeated
himself many
how customer times, customer
will get refund had been
already
 Agent made educated and
sure customer she didn’t need
knew that she for the
wouldn’t be information to
charged for the be repeated so
return of the many times.
item
 Agent was good
 Agent provided
accurate  Agent educated
information the customer
regarding the making sure she
Marketplace knew how to
Situations identify
Marketplace
items on our
website.
 Agent checked
Customer called because he received an email with a the customer
password change code that he had no idea about, He properly before  Agent was
thinks He is being hacked or something, He wanted an spoofing into focused
explanation. the account
 Agent carried
 Agent advised out the most
to remove all sensible
the payment performance to
Incident #: 200804-007299 methods for make customer
security feels secure and
purposes taken care of
 Agent asked the  Agent was
customer if He good, needless
was satisfied to say this was a
with the CSAT
customer
service, the
 Agent checked
customer the cx
replied by thoroughly to
saying “Yes" spoof into the
account
 Agent made
sure that the  Agent provided
customer knew right
everything had expectations
been taken care and information
of. about the
impact of the
 Agent told him removal of the
that next time payment
He places an methods
order He would
have to provide
the system with
a payment
method.
 Agent  The information about the refund time for
confirmed the a Markeplace item wasn’t provided
Customer placed order with a customer properly, for a marketplace refund takes 5
Marketplace item business days as soon as the item is shown
(thermometer) for 18.99$, the  Agent advised as returned and received by the seller.
2
 item arrived defective, doesn’t to return the
work. She’s been back and item and get her
forth communicating with the money back
seller and no resolution has
been provided, Marketplace  Agent provided
seller sent her an email with the accurate
return policy info and also told information as
her that she could return the to how to go
item back and that about returning
Walmart.com would help her the item
with that. She tried to return
the item to a store where the  Agent told her
representative told her that that the money
They are not accepting returns would take 5
for Marketplace items so now business days
She is calling to get this once the item is
resolved somehow because returned to the
along the way of all this all She carrier’s facility
has been receiving is  Agent left good notes and enough
aggravations.  Customer information for the PRINT RETURN
didn’t have LABEL DEPT to send the physical label.
printer to print
out the label so  Agent made sure customer know how
the Agent everything was going to go
escalated the
incident to the  Agent was straight to the point, He wasn’t
PRINT that empathet but It didn’t have any
RETURN negative impact on the interaction with the
LABEL DEPT
Incident #: 200813-035946 customer
so they would
take care of  Despite everything Agent was good and
that. customer’s issue was taken care of by all
means
 Agent provided
right
expectations of
the time frame
for the physical
label to be sent
to the
customer’s
address

 Agent made
satisfaction
question for
which the
customer
replied by
saying “ Yes, I
am"

CAMILO TOVAR'S PLAN DE ACCIÓN

Plan de Acción:
Tomando en cuenta el 1er monitoreo le haría un coaching con el Objetivo de primero dar a entender la importancia de la
Empatía haciendo el cliente y que en el servicio al cliente y en esta campaña en particular ser empático es la clave, le
daría tips y le relataria lo que a mi como Agente me sirvió para asegurarme que el Cliente supiera y sintiera que sus
problemas si me importaban. En conclusión le daría seguimiento a ese comportamiento. 3
Tomando en cuenta el 2do monitoreo y el último teniendo en cuenta el último Feedback del 1er monitoreo haría una
observación en la cual plantearía que el Active Listening es muy importante ya que primero que todo no hacemos repetir
información al cliente , así también en el mismo punto pero enfocando en el Agente que se asegure de organizar sus ideas
JUAN ROJAS’S MONITORINGS
ISSUE PERFORMANCE FEEDBACK
Customer issued a cancellation but the order hasn’t  Agent
gotten cancelled, it’s been only 24 hours cancellation confirmed the
is still pending. customer

 Agent made
sure to know
when the  Agent provided
Incident #: 200804-025452 cancellation accurate
was process expectations
before
providing  Agent educated
information the cx

 Agent provided  Good Closing

the right
information,  Agent wrote notes
“for a properly
cancellation to
be processed
takes 48 hours
at most”

Customer placed an order with the wrong pickup  Agent told the
location, he called to either have it changed or cancel customer that
the order there was no
way he could
change the
Incident #: 200806-017448 pickup location
so the most
sensible thing  Agent educated
to do was to the customer
cancel the order
 Agent provided
 Agent right expectations
processed a
cancellation  Agent in general
was good
 Agent provided
the right  Good closing
information,
“for a  Agent was
cancellation to focused and
be processed straightforward
takes 48 hours
at most"
 Agent checked the
 Agent told him customer
that he will get
an email once
the order gets
cancelled the
refund will take
5 business days.

Agent advised to Agent didn’t reduce customer’s effort

Customer’s Mattress is still
pending, preparing in the
system, her item hasn’t
shipped out but rest of the
order did though. She either
wants her money back or some
process a cancellation
since the item was Agent didn’t provide the right expectations, instead
stuck in processing of He having said that the cancellation would take 24
hrs when It actually takes from 24 up to 48 hours
Agent processed
cancellation and asked Cx had to provide and come up with resolutions for
4
sort of resolution if that was okay with
her

Agent said that the

cancellation was
going to take 24 hours
Incident #: 200803-008588
Agent was told by the
customer to see if the
item was available at
some store, He told
her that He couldn’t
do that and that She herself, Agent Agent could’ve gone to the extra mile.
actually has to do it all
by herself Agent didn’t check or provide the Customer with the
bestest resolution
Agent told her that
She would get an Agent could’ve and should’ve been more empathetic
email once the order towards the customer’s situation
gets cancelled and 5
business days for the COMMENT:
money This call was neutral but in general It wasn’t that bad
since the Agent Rojas is still new to the campaign
Agent made sure that and has been in it for 1 month and a half, regardless
cx knew that the of that He has done a great job along the way.
money would take 5
business days at most
but It could be less
that It depended on
her financial
institution since the
Customer felt
aggravated by waiting
so long for her refund
to be deducted back

Customer called because She  Agent  Agent was good

hasn’t received her 65 inches TV confirmed the
that was supposed to be customer  Agent provided the right and accurate
delivered 8/11/20, she wants to expectations
know the status of her item  Agent
checked the  Agent was very patient
tracking
number to  Agent was focused on the issue
Incident #: 200813-069594 check the
status of the  Agent was confident
delivery of the
item  Agent made sure that the information or
resolution He was going to provide was
 Agent told backed up
customer that
she would
receive the
item by the
end of the day
since the item
was out for
delivery
(which she
did).

 Agent was
asked to give
the tracking
number, He
did so
5
Plan de Acción:
Primero que todo felicitarlo por el buen desempeño que ha tenido en general para asegurar que mantenga ese
Performace, El Objetivo dar a conocer al Agente que está haciendo un buen trabajo con lo cual el Agente se sentiría bien
ya que reconociendo sus esfuerzos el Agente sabe que sus esfuerzos traen reconocimiento y el Agente keep it up que
vendria hacer traducido a que siga así que lo está haciendo bien.
Tomando en cuenta el 3er monitoreo programaria un coaching con el Agent en el cual el objetivo sería llevar acabo un
Role Play donde mi persona haría de Customer y le plantearía una situación en la cual Yo sabría la mejor resolución
esperando que el Agente me provea con ella, esto con el objetivo de medir sus capacidades en pensar y proveer las
mejores resoluciones.

GETTING TO KNOW YOU 8/13/20

COACHING: JUAN ROJAS LLEVA YA CASI 2 MESES EN LA
CAMPAÑA ES SU PRIMERA VEZ TRABAJANDO EN
ES UNO DE LOS PRINCIPALES
CALL CENTER, EMPEZÓ A TRABAJAR EN
COACHING YA QUE CON ESTE TELEPERORMAVE POR LA SITUACIÓN, EL TENIA
SE TIENE LA OPORTUNIDAD OTRO PUNTO DE VISTA AL CAMPO DE TRABAJO
DE CONOCER AL AGENTE, CALL CENTER PERO TRABAJAR CON ESTE EQUIPO
SUS METAS EN LA CAMPAÑA, Y SU EXPERIENCIA A LO LARGO DE LA CAMPAÑA
SUS MOTIVACIONES LE HA GUSTADO Y TOMANDO SUS PALABRAS HA
SIDO CHÉVERE.
CONOCERLOS EN GENERAL
DE MANERA QUE ESTA JUAN VA A ESTAR CON NOSOTROS TANTO TIEMPO
INFORMACIÓN NOS PUEDE DIRÉ LA CUARENTENA Y ESTA TRABAJANDO POR
AYUDAR COMO DIRIGIRNOS LOS MOMENTOS POR ESTABILIDAD ECONÓMICA YA
HACIA EL AGENTE, COMO QUE SU FAMILIA TIENE UN NEGOCIO CON ENFOQUE
SABER MOTIVARLO Y SOBRE A LA PRODUCCIÓN DE EVENTOS.
Y POR LOS MOMENTOS NO ESTÁN TRABAJANDO
TODO CONOCERLOS.
ESTA ESTUDIANDO MERCADEO Y PUBLICIDAD Y SU
META ES GRADUARSE Y LLEVAR LAS RIENDAS DEL
NEGOCIO FAMILIAR POR LO QUE NO TIENE METAS
A LO LARGO O FUTURO CON Y EN
TELEPERFORMANCE.

6
GAME PLAN: Quiero comentar mi novedad en la cual en mi campaña se necesita reclutar
demasiado OT, no se si conozcan la situación actual de la campaña, pero estamos pasando
por un momento muy complejo, en el cual no estamos cumpliendo lo que le prometimos al
cliente, en principio: cantidad de asesores conectados, por ende vamos súper mal el mes, el
cliente no está feliz con nosotros, debido a estos resultados que estamos teniendo
naturalmente el cliente no quiere otorgarnos el crecimiento de peak season.

Tod dos los monitoreos y la practica de SUP lo he hecho con el tiempo que he tenido fuera
de míos horas OT y mi horario ya que no nos pueden sacar de la línea por nada. Lo he hecho
con el poco tiempo que la campaña me ha permitido.

En resumen no tengo un game plan como tal sino que todo lo he hecho con el tiempo que he
tenido y he hecho para poder completar mis prácticas.

No he podido hacer seguimiento diario a las métricas de mis agentes también por esta
situación.

METRICAS: LES HICE SEGUIMIENTO YA QUE A NOSOTROS NOS ENVIAN

METRICAS AL DIA esa era mi única manera de seguir sus métricas.

Cree un grupo en WhatsApp en el cual ellos me podían pedir ayuda preguntas o procesos
que no entendían les explicaba y les respondía.