Professional Documents
Culture Documents
Grading Week 4 201907 All
Grading Week 4 201907 All
Category - multiple -
de/Booth Location bukan Complaint::App Troubleshoot::Cannot Login) dan penginputan interaksi call tidak sesuai dengan percakapan
dengan percakapan
driver app source driver grab"
action Channels tidak tepat seharusnya grab driver app
Top Up Failed"; Agent tidak mengisi field tiket related
di ticket sebelumnya
an harusnya top up tanggal 01 Juli 2019 sesuai pada capture top up dan field ticket
hoot::Cannot Login
Received by Merchant
am 1 Transaksi
aftar dan nomor avaya tidak ditemukan
Retention (MD) Team), kolom MID Merchant diisi nama merchant dan Store Code tidak diisi
Transfer bukan Complaint::Transaction::Transfer failed)
ent menginput data customer lain perihal perubahan nomor ponsel
participating merchant
oot::I do not receive OTP bukan Complaint::App Troubleshoot::Cannot Login) dan penginputan interaksi call di internal note tidak lengkap
call di internal note tidak lengkap (Seharusnya Inquiry::PayLater::Status/Cara Registrasi bukan Complaint::Linkage::Same Data Cannot Link
e tidak detail sesuai dengan percakapan (Seharusnya Merchant EDC bukan OVO Customer)
ode tidak diisi (Seharusnya I AM GEPREK BENSU bukan IAMGBTAMBORA - I AM GEPREK BENSUTAMBORA)
ode tidak diisi (Seharusnya CENTURY bukan CENTURY CITY RESOR RSDC)
Customer dan Grab Passenger app bukan OVO Customer dan OVO app)
usnya Oops! Tidak Berhasil bukan Oops Something Wrong Happened)
Customer dan Grab Passenger app bukan OVO Customer dan OVO app)
Inquiry::paylater::product
st yang pengajuan KYC disetujui namun status pada pillar masih CLUB
apat eskalasi ke tim terkait perihal upgrade yang disetujui namun status akun masih club pada pillar
Customer dan OVO app)
nteraksi call di internal note tidak lengkap
omplained date
m ticket tidaak tepat
omer mengenai pengajuan KYC disetujui namun status akun masih club pada pillar
de/Booth Location bukan Inquiry::Account::How to change profile/email/HP on app)
e tidak tepat (Seharusnya Warna bukan WARNA SUMMARECON SERPONG dan Source Merchant EDC bukan OVO Customer)
e tidak tepat
ent mencantumkan hasil verifikasi data yang tidak sesuai dengan pillar (nama Ibu kandung)
et baru kembali
enunggu data
usnya Oops! Tidak Berhasil bukan Oops Something Wrong Happened)
menginput keterangan error saat tidak dapat login) dan kolom Cannot Login Error Message seharusnya tidak diisi
menginput keterangan error saat tidak dapat login) dan pengisian kolom Cannot Login Error Message tidak tepat
dengan percakapan
Customer dan Grab Passenger app bukan OVO Customer dan OVO app)
dalam ticket
Customer dan Grab Passenger app bukan OVO Customer dan OVO app)
Customer dan Grab Passenger app bukan OVO Customer dan OVO app)
inquiry::paylater::product
utupan akun
t (Filled by FinOps)?
nya Merchant EDC bukan Other"
dak tepat karena terdapat tanda baca (Seharusnya 193043 bukan 193.043)
ant name tidak tepat
nkage::Same Data Cannot Linked dan seharusnya Tokopedia Customer bukan OVO Customer)
ut Cannot Use as Payment bukan Inquiry::KYC::How to upgrade/Booth Location, Grab Customer dan Grab Passenger app)
OVO Customer)
riority tidak tepat
Category Week 1 Week 2 Week 3 Week 4 Avg
Team Karawaci 88.19 89.03 89.35 88.92 88.90 Team
Target 90 90 90 90 100.00
90.00
85.00 86.96
80.00
75.00
Week 1 W
Team Karawaci Target Inbound Call Targe
100.00 100.00
95.00 95.00
90.00 90.00
89.03 89.35 88.92
88.19
85.00 85.00
85.16 85.72
83.90
80.00
80.00
75.00
Week 1 Week 2 Week 3 Week 4 75.00
Week 1 Week 2 Week 3
95.00 95.00
92.79 92.97
90.00 90.00 91.27
88.82 88.90
85.00 86.96 86.72 85.00
80.00 80.00
75.00 75.00
Week 1 Week 2 Week 3 Week 4 Week 1 Week 2 Week 3
und Call Target
Inbound Call Outbound Help Center Targ
100.00
95.00
92.79 92.97
91.27
87.42
90.00 89.6
5.16 85.72 88.82 88.9
86.96 86.72
87.4
85.72
85.00 85.16
83.90
eek 2 Week 3 Week 4
80.00
p Center Target
75.00
Week 1 Week 2 Week 3 Wee
2.97
91.27
89.66
.27
89.66
88.90
.72
87.42
5.72
ek 3 Week 4
Inbound Call Week 1 Week 2 Week 3 Week 4 Avg
1. Greeting 55.36% 51.78% 57.83% 64.37% 56.33%
2. Closing 89.38% 91.23% 93.02% 94.60% 91.78%
3. Caller handling 41.95% 51.71% 54.56% 52.90% 50.04%
4. Tone 84.66% 86.55% 83.90% 84.48% 85.17%
5. Quality of Voice 95.82% 91.53% 94.30% 93.25% 93.47%
6. Right Choice of Word 67.06% 71.62% 70.51% 79.22% 71.78%
7. Magic word 95.17% 92.35% 90.60% 91.50% 92.56%
8. Attitude/Manner 84.23% 88.86% 81.62% 87.45% 86.05%
9. Focus through the transaction 96.67% 97.03% 98.15% 97.03% 97.15%
10. Effective communication 98.50% 97.92% 97.72% 98.79% 98.20%
11. Confirmation customer concern 96.03% 95.39% 94.30% 94.20% 95.11%
12. Hold time 83.58% 84.62% 80.34% 81.92% 83.02%
13. Hold/unhold procedure 85.19% 84.92% 88.32% 89.74% 86.59%
14. Provide solution 97.42% 96.95% 97.86% 97.57% 97.37%
15. Standart verification 97.42% 98.81% 98.43% 99.06% 98.44%
16. Acurate information 93.45% 91.38% 92.59% 89.88% 91.83%
17. Customer data details 94.64% 95.47% 99.15% 97.03% 96.26%
18. Complete and clear information 89.38% 93.91% 95.30% 97.71% 93.79%
19. Input ticket system & correct ticket format 67.60% 70.13% 74.79% 79.89% 72.32%
Not Target
Attribute Improvement :
Avg
56.33%
91.78%
85.17%
71.78%
92.56%
86.05%
98.20%
83.02%
86.59%
98.44%
93.79%
72.32%
Week Target
3 Week 4
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
90% if
tiv
e on e
ol
d n
er
n ils n m
ti tim
90% h tio v tio ta tio te
m
a ld un olu r t m
a d e
m
a sys
r o / s a or er r t
onfi 2 . H 90%old ide a nd inf om info cke
C 1 H v S t st r ti
1. . o te t
13 . Pr 1 5. u ra . Cu C lea n pu
14 c . I
.A 17 18 .
16 19
Outbound Call Week 1 Week 2 Week 3 Week 4
1. Greeting 85.65% 90.87% 76.56% 69.57%
2. Closing 93.78% 91.63% 89.06% 86.09%
3. Caller handling 49.28% 53.23% 50.78% 42.61%
4. Tone 43.54% 57.03% 49.22% 55.65%
5. Quality of Voice 46.41% 27.76% 26.56% 60.87%
6. Right Choice of Word 80.38% 74.52% 78.91% 87.83%
7. Magic word 100.00% 100.00% 100.00% 100.00%
8. Attitude/Manner 99.52% 96.96% 97.66% 97.39%
9. Focus through the transaction 91.39% 93.54% 89.06% 85.22%
10. Effective communication 98.56% 97.72% 97.66% 97.32%
11. Confirmation customer concern 98.56% 100.00% 100.00% 100.00%
12. Hold time 98.09% 100.00% 100.00% 99.11%
13. Hold/unhold procedure 100.00% 99.62% 99.22% 98.21%
14. Provide solution 100.00% 100.00% 100.00% 100.00%
15. Standart verification 88.04% 96.96% 94.53% 98.21%
16. Acurate information 100.00% 100.00% 96.09% 97.32%
17. Customer data details 100.00% 100.00% 100.00% 100.00%
18. Complete and clear information 99.52% 100.00% 100.00% 100.00%
19. Input ticket system & correct ticket format 88.04% 96.96% 94.53% 98.21%
Not Target
Attribute Improvement :
Avg
83.36%
49.93%
51.47%
38.32%
79.16%
Week 4
55.65%
60.87%
87.83%
98.21%
97.32%
98.21%
Week 4 Target
Week69.57%
3 Week 4 Target
90%
86.09% 90%
42.61% 90%
55.65% 90%
60.87% 90%
87.83% 90%
100.00% 90%
97.39% 90%
85.22% 90%
97.32% 90%
100.00% 90%
99.11% 90%
98.21% 90%
100.00% 90%
98.21% 90%
97.32% 90%
100.00% e 90% ld
on ve on n if n ils n m
cti cti ti
100.00%
a tim 90% h o tio v er a tio eta atio ste
e m ld n lu r t m d m sy
ff r u o a
.E nfi 98.21% .H
o d/ s
nd or er fo
r
ke
t
10 o 2 Hol90% vide ta inf om in tic
.C 1 . o S te st r t
11 13 . Pr 1 5. u ra . Cu C lea n pu
14 c . I
.A 17 18 .
16 19
Help Center Week 1 Week 2 Week 3
1. Pemilihan suku kata 97.83% 95.59% 96.40%
2. Prosedur dalam penulisan dan etika Twitter, Email dan FB 81.24% 81.91% 83.86%
3. Mengidentifikasi masalah customer dengan tepat 99.02% 99.55% 99.27%
4. Memberikan jawaban dari problem customer 94.90% 95.52% 87.86%
5. Melakukan Eksekusi sesuai dengan prosedur 79.28% 82.96% 78.19%
6. Menginput segala interaksi dengan tepat 99.57% 99.63% 99.80%
7. Menanyakan data yang dibutuhkan 95.99% 94.99% 97.40%
8. Penggunaan tanda baca 90.02% 83.63% 79.45%
9. Typhographical error 97.40% 97.91% 96.86%
Not Target
Attribute Improvement :
Improve Week 4
ment
▲ 99.40%
▲ 89.93%
▲ 99.87%
▲ 97.42%
Week 1 Week 2 Week 3 Week 4 Target
Week 3 Week 4 Target
97.83% 95.59% 96.40% 95.03% 90%
81.24% 81.91% 83.86% 76.67% 90%
99.02% 99.55% 99.27% 99.40% 90%
94.90% 95.52% 87.86% 89.93% 90%
79.28% 82.96% 78.19% 73.43% 90%
99.57% 99.63% 99.80% 99.87% 90%
95.99% 94.99% 97.40% 96.82% 90%
90.02% 83.63% 79.45% 74.95% 90%
97.40% 97.91% 96.86% 97.42% 90%
ur at ta ca or
ed ep da ba er
r
ro
s is t n a
ak ka an
d ho
aip er ya T yp
es
u in
t an 8 .
9 . T
t en
pu .M
I. n 7
6
No Agent Name Status Week 1 Week 2 Week 3 Week 4 Grand Total
1 Nova Dwi Setyanti 75.00 60.00 80.00 74.44
2 Rika Apriyanti Resign 92.50 57.50 75.00
3 Islamie Rahmawati 78.00 76.00 77.00
4 Zainal Abidin Resign 77.50 77.50
5 Intan Permata Sari 76.00 79.00 77.50
6 Arif Budirianto 95.00 73.00 78.13 78.67
7 Siti Idah Abadia Resign 90.00 67.50 78.75
8 Hanna Afrina Sibarani 82.00 76.00 79.00
9 Calvin Mahesa Candra 76.00 82.00 79.00
10 Agustina Dwi Ariyanti 77.50 81.25 80.00
11 Ika Arta Oktavia Siringoringo 83.33 92.50 74.00 80.00 80.42
12 Haikal Khatami 79.00 82.00 80.50
13 Danang Erlangga 82.00 79.00 80.50
14 Ferawati 82.00 79.00 80.50
15 Arif Rachman Hakim 95.00 76.00 80.63 81.00
16 Noval 82.50 77.50 82.00 81.11
17 Dina Aisyah Putri 81.00 82.50 81.82
18 Alvianti Purnamasari 80.00 87.50 85.00 75.00 82.50
19 Elsa Azzahra 84.00 81.00 82.50
20 Danu Wijaya 92.50 79.00 82.00 82.50
21 Idah Faidah 90.00 76.00 83.00
22 Irma Alfianingsih 81.67 85.00 83.33
23 Setya Eka Pratiwi 95.00 72.50 83.00 83.33
24 Evan Azman 79.17 86.25 85.00 83.61
25 Indriyanih 72.50 87.50 89.00 77.50 83.64
26 Annisa Lutpiah 87.50 74.00 88.75 83.67
27 Ulfa Yunita Sari 85.00 80.00 84.00 85.00 83.75
28 Dimas Pratomo 95.00 85.83 72.50 80.00 84.00
29 Abdul Fattah Hidayatullah 87.00 90.00 79.00 85.00 84.29
30 Pebrian 90.00 97.50 77.00 84.44
31 Lala Septiani 86.00 83.00 84.50
32 Lefrand Ridel Tumewu 92.86 85.00 73.00 84.67
33 Dwi Anggreani 84.44 92.50 84.00 80.00 84.72
34 Anggi Supiyana 90.00 82.50 85.00
35 Mega Zahro 90.00 82.50 84.00 85.00
36 Dwiyan Harum Insani 85.00 85.00 85.00
37 Yohanes Sidabutar 84.00 82.50 92.00 72.50 85.00
38 Muhammad Rizki Winata 89.17 84.17 82.14 85.00
39 Adit Setiawan 85.00 85.00 85.00
40 Yudistira Dinata 87.00 84.29 87.50 83.75 85.50
41 Fanny Afdiansyah 88.00 83.00 85.50
42 Denny Ardi 82.00 89.00 85.50
43 Moch Boyke Alfiandi 92.50 75.00 87.00 85.56
44 Agus Angga Saputra 90.00 93.33 81.67 77.00 85.68
45 Muhamad Naufal Urrochman 82.00 90.00 83.33 85.00 85.75
46 Muflih Hadi Noor 86.00 86.43 83.33 86.67 85.83
47 Dzikri Ari Fatahilah 89.00 83.00 86.00
48 Hestiana Septiani Iqbal 90.00 82.00 86.00
49 Aprillia Dwi Andini 92.50 88.00 83.57 86.43
50 Edwin Kurniyawan 92.50 84.00 86.43
51 Ikka Juliyanti 88.00 85.00 86.50
52 Arianto Simaremare 87.50 85.00 87.00 85.00 86.54
53 Muhammad Sukron Alfarizi 87.50 85.00 87.00 86.67
54 Worro Unggul Widiatmoko 84.38 91.25 86.67
55 Aris Ikbal Hairullah 85.00 86.43 91.43 81.25 86.67
56 Sendy Gian Carlo 95.00 85.00 76.00 95.00 86.79
57 Yessy Apriliani Resign 83.00 90.00 90.00 83.33 86.88
58 Iyam Maryam 83.00 76.67 95.71 93.33 86.90
59 Bella Natasha Dones 85.00 90.00 85.00 86.92
60 Cresentia Ayu Putri 88.75 82.50 86.25 92.50 86.94
61 Syahreza Putera Rosas 90.83 84.17 85.83 86.94
62 Lestya Putri 87.00 87.00 87.00
63 Putri Aprilianita 100.00 85.00 83.33 87.00
64 Reza Pahlevi Leader 92.50 85.00 82.50 87.00
65 Muhammad Rizky 92.00 92.50 81.00 85.00 87.14
66 Ayu Ratna Agamis 92.50 80.00 87.14
67 Azis Firdaus 87.00 92.50 86.00 85.00 87.14
68 Dessy Indah Anggraeni 88.00 85.00 87.14
69 Zahwa Putri Indarto 88.33 91.43 81.67 87.37
70 Firda Risky Hardiyanti 90.00 89.17 87.14 80.00 87.38
71 Ahmad Sayidi 90.00 80.00 89.00 87.50
72 Deden Kristiana 85.83 89.17 85.83 89.17 87.50
73 Rakhma Nadia 90.00 90.00 85.00 87.50
74 Aniesha Dwi Winarsa 91.67 77.50 88.00 90.00 87.50
75 Riyan Hidayat 94.00 90.00 79.17 88.57 87.61
76 Nurlaila Azizah 97.50 82.50 86.00 87.78
77 Sarif Hidayat 100.00 92.50 81.00 87.78
78 Azriel Putra Librani 81.25 89.00 95.00 87.50 87.81
79 Diah Mayang Wulan 83.75 96.67 90.00 87.86
80 Dinda Azka Ardini 89.00 85.00 87.86
81 Dedy Mahendra 93.00 87.50 84.00 85.00 87.86
82 Yonathan 81.67 90.00 95.00 88.24
83 Dericca Tifany Aidilla 91.67 90.00 79.00 92.50 88.25
84 Muhammad Dzaky Padhiil 92.00 86.67 89.17 83.33 88.25
85 Muhamad Fahrurozi 100.00 85.00 85.00 88.33
86 Achmad Ashif 95.00 86.67 87.86 88.33
87 Vinka Ayu Desetia Sari 88.00 87.86 92.14 81.67 88.41
88 Sabitatul Milah 82.50 92.86 89.29 88.50
89 Satriyo Romadhon 91.00 82.50 88.89 91.43 88.52
90 Ahmad Maulana 97.50 81.00 91.43 88.57
91 Rendy Jaya Kusuma 92.50 85.00 91.25 88.64
92 Riski Romdoni Aji 94.17 82.50 89.29 88.68
93 Amelya Yunita 90.00 82.00 89.17 95.00 88.75
94 Diana Novianti 100.00 85.00 85.00 88.75
95 Atikah Noviarti 93.75 82.50 90.00 90.00 88.80
96 Adinda Putri Danu Koesumo 93.57 86.00 87.86 85.00 88.86
97 Siti Indri Yani 95.00 82.50 89.17 88.89
98 Nabilla Ananda 100.00 87.50 85.00 88.89
99 M.Reza Alviansyah 94.00 86.67 91.25 83.75 88.95
100 Wahyu Pratama Putra 88.00 85.00 96.43 85.00 88.96
101 Ajeng Dwi Nur Arifia 89.00 89.00 86.43 93.75 89.05
102 Mohamad Gurur 87.50 86.67 92.86 89.21
103 Siti Ilmi Nurul Hidayah 87.50 88.57 91.67 89.21
104 Siti Hartini Aprillia Safitri 84.17 90.71 92.50 89.21
105 Reza Firdaus 92.00 90.00 88.33 85.00 89.38
106 Athiyatul Maula 92.50 83.33 94.29 88.13 89.40
107 Adinda Azra Tsamara 87.14 91.00 89.41
108 Reydian Al Maulana 92.50 89.17 86.67 89.44
109 Muhammad Rizky Ramadhan 95.00 85.00 89.00 89.44
110 Vewina 85.83 90.00 93.00 89.44
111 Farid Argifa 98.33 86.00 83.75 86.25 89.47
112 Nur Sarif Hidayat Resign 77.50 87.50 93.00 100.00 89.50
113 Fritskah Yemima Marpaung 98.00 87.50 88.57 81.67 89.52
114 Muhammad Rifaldi Ramdhani 90.63 80.00 87.50 92.14 89.52
115 Arif Rachman Hakim Zhein 90.83 92.00 86.00 89.17 89.55
116 Ahmad Aldi Renaldi 87.86 92.86 88.33 88.57 89.58
117 Ade Safitri 85.83 91.00 94.17 86.67 89.75
118 Ahmad Zaki Fadillah 89.00 87.14 97.14 87.00 89.83