Test Barclays - Excel and VOC Basic

CEA Excel Test
NAME:
POSITION:
DATE: (use formula to add date) 2/
Read carefully the following instructions to complete your test.
1. Use a formula to display in colum D the whole name .
NAME LAST NAME

Andrea Fernanda Lopez Perez
Roberto Antonio Noguera Ruiz
Diego Arevalo Martinez
2. A. Create a graphic using the Raul Francisco Sandoval Juarez
information below. Design will be also
taken into account.
B. Calculate the impact from every
agent based on their markdowns
Agent Score Markdowns

Emanuel Ulises Solis 55 4
Luisa Fernanda Salazar 100 0
Iris Angelica 75 3
Geovany Jocop 80 2
Wilmer Hernandez 70 3
Angela Arriola 85 2
Jazmin Gonzalez 90 1
Ingrid Aguilar 15 8
Carlos Ordonez 95 1
3. A. Do an average using the scores from the previous item.
B. Calculate our passing score
Average
Passing Score %
4. With the information below use the correct formula to know when the agent score is "Top" (6 or more) or "Bottom" (5 or le
Create a conditional formating to change blue if is a TOP PERFORMER and red if is a BOTTOM PERFORMER.
AGENT SCORE TOP / BOTTOM
Andres Martinez Herrera 7 Top
Jorge Gudiel Sagastume 8 Top
Ana Toj Yoc 5 Bottom
Lucia Garcia Pineda 6 Top
Ana Toj Yoc 8 Top
Carolina Valladares 3 Bottom
5. Use the correct formula to find in the data tab the names that belong to Work id codes.
Work Id NAME
27842 MAYRA VERONICA DONIS MORALES
27848 MARIA ALEJANDRA NORMANS OVALLE
27855 LINDA ROCIO MOLINA LOPEZ
27897 LUZ ANGELICA REYES PALACIOS
27838 JOSE ANTONY CORADO
6. Using the previous data create a dropdown with the names.
JOSE ANTONY CORADO
7. Use the correct formula to count how many are active and terminated in the data
Status #
Active 11
Terminated 11
8. Using VOC Data, calculate our current CSAT and NPS Score per Team Leader
Team Leader CSAT NPS

Mendez, Mario Roberto
Solares, Anderson Stteev
Mota, Jakelyn Andrea
Perez, Guillermo
9. Using VOC Scrubbings, determine

what's our main drivers for Detractors.
Include the percertange for detractors
caused by our TMs and Policies.
2/24/2023
COMPLETE NAME
Andrea Fernanda Lopez Perez
Roberto Antonio Noguera Ruiz
Diego Arevalo Martinez
Raul Francisco Sandoval Juarez
Impact
"Top" (6 or more) or "Bottom" (5 or less).

TOM PERFORMER.
work id Tel name status Position
27849 40451956 DANIEL ESTUARDO ROJAS SCHIPPERS Active Customer service representative
27847 51782070 ELMER OLMAR ORTIZ HERNANDEZ Active Fraud Representative
27848 44254934 MARIA ALEJANDRA NORMANS OVALLE Active Customer service representative
27850 42147005 OMAR ALEXANDER ALBUREZ DE LEON Active Customer service representative
27714 31693292 GERSON DAVID SOTO PINEDA Active Fraud Representative
27836 42532649 EDUARDO FERNANDO MORALES GARCIA Active Customer service representative
27838 50585713 JOSE ANTONY CORADO Active Customer service representative
27835 32000059 JUAN PABLO CORZO NOVALES Active Customer service representative
27837 55320835 LUIS EDUARDO ALVARADO VILLATORO Active Fraud Representative
27834 54666568 MARIA JOSE BRACAMONTE CONLLEDO Active Customer service representative
27842 56564683 MAYRA VERONICA DONIS MORALES Active Customer service representative
27864 57371407 ALEXANDER SOBERANIZ SOTO Terminated Customer service representative
27863 58280042 ASTRID VANESSA SUAREZ ALDANA Terminated Fraud Representative
27862 40193812 CINDY CAROLINA GALINDO MORALES Terminated Fraud Representative
27857 55091268 IVAN ALEJANDRO GUERRA ORELLANA Terminated Fraud Representative
27722 47522865 JOSUE FERNANDO CIFUENTES VASQUEZ Terminated Fraud Representative
27855 30102647 LINDA ROCIO MOLINA LOPEZ Terminated Customer service representative
27865 51582694 MANUEL FRANCISCO FIGUEROA RENDON Terminated Fraud Representative
27898 55743336 CARLOS ISMAEL CHAJON GARCIA Terminated Fraud Representative
27897 47264926 LUZ ANGELICA REYES PALACIOS Terminated Fraud Representative
27793 45875342 CARLOS AGUSTO LAM AGUILAR Terminated Customer service representative
27792 59840359 SEBASTIAN FRANCISCO MORALES RAMIREZ Terminated Customer service representative
tomer service representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
ud Representative
Net Promoter
Survey Date Team Manager Resolution Groups
03/07/2022 Mendez, Mario Roberto Yes Promoter
03/07/2022 Mendez, Mario Roberto Not sure/still waiDetractor
03/08/2022 Solares, Anderson Stteev Yes Passive
03/08/2022 Solares, Anderson Stteev Yes Promoter
03/08/2022 Mendez, Mario Roberto Not sure/still waiPromoter
03/09/2022 Solares, Anderson Stteev Yes Detractor
03/09/2022 Mendez, Mario Roberto No Passive
3/11/2022 Solares, Anderson Stteev No Passive
3/12/2022 Solares, Anderson Stteev No Detractor
3/14/2022 Mendez, Mario Roberto No Detractor
3/17/2022 Mendez, Mario Roberto Not sure/still waiPassive
3/18/2022 Mota, Jakelyn Andrea Yes Detractor
3/18/2022 Mota, Jakelyn Andrea Yes Promoter
3/18/2022 Mota, Jakelyn Andrea No Detractor
3/18/2022 Mota, Jakelyn Andrea Yes Detractor
3/23/2022 Mota, Jakelyn Andrea Yes Passive
3/24/2022 Solares, Anderson Stteev No Promoter
3/24/2022 Mota, Jakelyn Andrea No Detractor
3/25/2022 Solares, Anderson Stteev No Passive
3/28/2022 Perez, Guillermo Yes Promoter
3/28/2022 Mendez, Mario Roberto Not sure/still waiPassive
3/28/2022 Perez, Guillermo No Detractor
3/28/2022 Perez, Guillermo Not sure/still waiDetractor
3/28/2022 Mendez, Mario Roberto Yes Detractor
3/28/2022 Solares, Anderson Stteev No Promoter
3/28/2022 Mendez, Mario Roberto No Promoter
3/29/2022 Mota, Jakelyn Andrea Yes Passive
3/29/2022 Mendez, Mario Roberto Yes Passive
3/29/2022 Mendez, Mario Roberto Yes Passive
3/30/2022 Mota, Jakelyn Andrea No Promoter
3/30/2022 Solares, Anderson Stteev Not sure/still waiDetractor
3/30/2022 Mendez, Mario Roberto Yes Detractor
3/30/2022 Mota, Jakelyn Andrea No Passive
3/31/2022 Solares, Anderson Stteev Not sure/still waiDetractor
CSAT Rep
Quality
Reason for NPS Rating NPS Score Service Score
Buen servicio y amabilidad 10 5
No comment 9 5
No comment 1 1
No comment 8 4
No comment 10 5
No comment 10 5
No comment 9 4
No comment 10 5
I’m very satisfied with the service 10 5
Porque tienen muy buen servisio 10 5
Because I like the way the customer service . And I never have any problem with my c 10 5
My experience with you always excelente 10 5
No comment 5 5
i tryed to make a purchase an a airlane ticket like 10 times called cuatomer service an 7 3
Excelente banco y comprenden las necesidades del cliente y un magnífico servicio al cl 10 5
No comment 10 5
No comment 10 5
Still waiting for my request 7 4
No comment 10 5
Becuase I have my all payments on time and Barclays do not decrease the APR. 0 1
I been had the sam problem star January and i didt have any answer 1 2
No comment 10 5
No comment 10 5
No comment 10 5
God 10 5
No comment 10 5
No comment 10 5
I ask for a credit line increase and it was declined I have never miss one payment and 0 3
Es muy dificil comunicarse para poder utilizar los puntos que se tienen acumulidos en l 3 3
No comment 10 5
Fue muy amable y muy rapido. 10 5
I requested for increase and was denied 0 1
No comment 9 5
No comment 10 5
No comment 10 5
No comment 8 5
To activate the card from a locked took too long, and I ended up getting a travel notifi 8 4
No comment 10 5
No comment 10 5
I have no debt $7 million in my checking account with a 2021 income over $6 million an 1 1
No comment 10 5
awful
First of all my card was denied at the gas station, 2 times on the same day. 0 1
Second I contacted customer service, first attempt after being on hold 3 times I got disconected. Second
3 attempt, put on
3 hold several time
Very professional and nice people ?? 10 5
Todo fue muy preciso 9 4
No comment 10 5
I can buy anywhere And the services company it's good 10 5
Great thank you. 10 5
Thanks I very pleased with the attention very professional and committed. 10 5
No comment 10 5
No comment 10 5
La atención es excelente 10 5
No comment 10 5
Excellent customer service, excellent rewards and excellent benefits 10 5
No comment 10 5
Excelente servicio de atención al cliente 10 5
No comment 10 5
No comment 10 5
Very kind and answer all the questions I did. Thanks 10 5
No comment 10 5
YES
I really appreciate it the time she spent with me and resolved my problem. 10 5
Please keep up with that extraordinary job ! 10 5
No comment 0 1
No comment 9 5
A++++++++++++++++++ 10 5
No comment 10 5
Well as you spend your money you algo have points to use in your future flys and also 10 5
Muy amable, respondió todas mis preguntas 10 5
No comment 4 3
Por su atención profesional 10 5
Se lo di porque yo tengo tiempo con ustedes y siempre me a ayudado en mis compras 9 4
I wanted to make a purchase and I call asking if they had a promotion for me and the guy 0 1
you receive all the assistance you need soon clear and concise 10 5
I made l promotional tranfer looks like l did press the wrong box. not sure about it , 5 3
No comment 10 5
Yes.recommend a friends 8 5
No comment 10 4
Because i like the prices. W this card 10 5
It's a good service and I recommend to others. 10 5
No comment 0 1
No comment 10 5
Excelente Servicio 10 5
No comment 9 5
No comment 9 5
Porque la atención fue excelente 10 5
Mi respuesta está basada en mi última experiencia al contactarlos. La persona que me 2 1
YES 10 5
Because they close my account because I don’t use and is not correct 1 3
No comment 10 5
Good costumer Service the best Credi card 10 5
Muy buen servicio al cliente 10 5
No comment 10 5
Excellent customer service!! 10 5
Because after multiple calls, just one person was able to help me out 1 4
No comment 8 4
No solucionan el problema ya voy a dejar esta tarjeta 1 1
No comment 10 5
No comment 10 5
No comment 10 5
Excellent Service 10 5
No comment 10 5
Excellent customer service 10 5
No comment 10 5
No comment 7 5
great service 10 5
No comment 10 5
No comment 10 5
No comment 10 5
I have a credit due on my card of $93.20, and there is a charge of $90 from the cruise 0 1
Excelente work 10 5
Representative was able to resolve my problem. 8 4
No comment 9 4
The rep didn’t seem to be a native English speaker, and as such she didn’t really gras 5 3
No comment 10 5
No
Mr comment
Douglas used with about my question if can Barclays make some low the % of the cc .. 10 5
D say that . Thanks 5 3
No comment 10 5
agent could not answer my questions regarding car rentals 4 2
Very good...ok 10 5
No comment 10 3
I was very happy with the service and confidence of the Aviator Red Mastercard 10 5
No comment 9 4
I had activate my card ending 6776 about three times. As of right now I have not been ab 0 4
The person did not know what she was talking about, she couldn’t answer my question and 0 1
No comment 10 5
No comment 10 5
She was very warm and gentil. 10 5
He tenido buenas experiencias con Barclay... 9 4
buena atencion 8 5
No comment 8 5
good attention 10 5
No comment 10 5
No comment 10 5
No comment 10 5
I called to ask Frontier to change the name on my card, because when I became a citize 0 1
Excelente aplicación, muy buen servicio al cliente y sobre todo excelente tasa de interé 10 5
No comment 7 5
VERY GOOD CUSTOMER SERVICE 9 5
por excelente servicio 10 5
Because, my English is not perfect he has pacence to understand my needs and he was 10 5
Excellent Service 10 5
Por que siempre me an apoyado en mis nesecidades y me an brindado seguridad cuidand 10 5
No comment 10 5
Because every time I use it, it gets rejected and I have to call no reason for that I have 3 3
Pleasant conversation with your associate. 9 5
No comment 4 4
I haven't even gotten the card yet or have been able to use it so I have given you a neut 5 5
Veery good 100% 10 5
They didn't solve my problem 8 4
I only applied for this card because there was a $250 credit and that was not applied 0 1
The technical analyst was very helpful with my problem 10 5
Los calificó con un 10 porque me trató muy bien trabajo como un profesional y resolv 10 5
No happy 0 1
Es la mejor tarjeta de crédito 10 5
Because the customer services was the worse ever. I used other credit card from synchr 0 1
Very good service and more 10 5
No comment 10 5
No comment 10 5
No comment 8 3
very friendly and professional 10 5
No comment 10 5
Al cambiar mi nombre made por fax lo domínennos requerido 2 veces y luego recibí una 0 1
No comment 0 3
Net Promoter CSAT Rep
Survey Date Groups Reason for NPS Rating Quality Service
Detractor
3/7/2022 Detractor No comment +1 Poor
3/9/2022 Detractor No comment +5 Excellent
3/12/2022 Detractor Becuase I have my all payments on time and Barclays do not +1 Poor
3/14/2022 Detractor I been had the sam problem star January and i didt have any +2
3/15/2022 Detractor I ask for a credit line increase and it was declined I have ne +3
3/15/2022 Detractor Es muy dificil comunicarse para poder utilizar los puntos que s+3
3/15/2022 Detractor I requested for increase and was denied +1 Poor
3/18/2022 Detractor I have no debt $7 million in my checking account with a 2021 i+1 Poor
3/18/2022 Detractor awful +1same
First of all my card was denied at the gas station, 2 times on the Poor day.
3/18/2022 Detractor Second I contacted customer service, first attempt after being+3 on hold 3 times I got disconected
3/23/2022 Detractor No comment +3
3/23/2022 Detractor I wanted to make a purchase and I call asking if they had a pro+1 Poor
3/23/2022 Detractor I made l promotional tranfer looks like l did press the wrong +3
3/24/2022 Detractor Mi respuesta está basada en mi última experiencia al contact +1 Poor
3/24/2022 Detractor Because they close my account because I don’t use and is not+3
3/25/2022 Detractor Because after multiple calls, just one person was able to help +4
3/25/2022 Detractor No solucionan el problema ya voy a dejar esta tarjeta +1 Poor
3/28/2022 Detractor I have a credit due on my card of $93.20, and there is a charg+1 Poor
3/28/2022 Detractor The rep didn’t seem to be a native English speaker, and as su+3
RCA
Partner NPS: Level 1 NPS: Level 2 NPS: Level 3 NPS: Level 4 Comments
.
Barclays View Client Sphere (Client Sphere) (Process) Speed(Process LimitatiThe PCM was wait
JetBlue Client Sphere (Client Sphere) (Process) Proces
(Process LimitatiThe caller wante
Barclays Financing Client Sphere (Client Sphere) (Policy) APR (Resolution - KnThe TM did not r
Barclaycard Rewards
Carnival Client Sphere (Client Sphere) (Policy) Credit L(Soft Skills - D The TM's pacing
Carnival
Barclays View
American Airlines
American Airlines Client Sphere (Client Sphere) (Process) Proces
(Process LimitatiThe root cause o
American Airlines Telus Sphere (Telus Sphere) (Team Member)(Resolution
S - BeThe PCM stated p
Barclays View Client Sphere (Client Sphere) (Process) Proces
(Process LimitatiThe cardmember
Barclays View Client Sphere (Client Sphere) (General Custom(Out of scope) The PCM needed
Barclays View
Barclaycard Arrival
Barclays Financing Client Sphere (Client Sphere) (Process) Speed(Speed of ResolThe root cause o
American Airlines Client Sphere (Client Sphere) (Product) Rewar(Process Limita Both the primary
Barclays View
Barclaycard Arrival Client Sphere (Client Sphere) (Product) Rewar(Process Limita The partner's be
Frontier Airlines Client Sphere (Client Sphere) (Product) Rewar(Process Limita The PCM was abou
Carnival Client Sphere (Client Sphere) (Process) Proces
(Process LimitatiThe cardmember d
Upromise Telus Sphere (Telus Sphere) (Team Member)(Soft
S Skills - C The PCM would be
Did the agent Did the have
Did the team attempt to the knowledge
Are the member resolve Level 2 - to Address
Date of customers demonstrate Level 2 - customer Attempt to Issue/Concern
Scrubbing verbatim valid? empathy? Empathy issue? Resolve ?
3/15/2022 No Yes N/A Yes N/A Yes

3/16/2022 Yes No Failed to empat Yes N/A No
3/16/2022 Yes No Failed to empat Yes N/A Yes
3/23/2022 No No Failed to empat Yes N/A Yes

3/26/2022 Yes No Lacks reassura Yes Did not highligh Yes
3/26/2022 No No Failed to empat Yes N/A Yes
3/27/2022 No No Did not sound sNo Did not highligh Yes

04/01/2022 Yes Yes Over empathizeYes N/A No

04/01/2022 Yes No Failed to empat Yes N/A Yes
04/01/2022 Yes No Failed to empat No Did not express No
04/01/2022 Yes No Lacks reassura No Did not provide No
Level 2 -
Knowledge to
Address
Issue/Concern Call Reason Call Reason
? Level 1 Level 2
Lead with BenefiCredit Balance Transfer to Disputes

Lead with BenefiCredit Balance Balance has not been posted
Lacks Confiden APR Workflow APR Inquiry
Lacks Confiden Credit Line WorCredit Line Increase/Declined
NA Transactions WoDuplicate Charge

Lacks Confiden Transactions WoTransfer to Security
Did not provide Transactions WoGeneral Inquiry
NA Credit Line WorLoans
NA Credit Line WorCredit Bureau Report

NA Application (Ne Applying for a new card
Lacks Confiden Benefits and R Partner Rewards

NA Benefits and R Partner Rewards
No Call control Credit Balance Transfer to Disputes
Failed to under Travel Notifcati Verify Transaction

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CEA Excel Test

DATE: (use formula to add date) 2/

Read carefully the following instructions to complete your test.

1. Use a formula to display in colum D the whole name .

NAME LAST NAME

Agent Score Markdowns

6. Using the previous data create a dropdown with the names.

JOSE ANTONY CORADO

Team Leader CSAT NPS

9. Using VOC Scrubbings, determine

"Top" (6 or more) or "Bottom" (5 or less).

3/15/2022 No Yes N/A Yes N/A Yes

3/16/2022 Yes No Failed to empat Yes N/A Yes

3/23/2022 No No Failed to empat Yes N/A Yes

3/27/2022 No No Did not sound sNo Did not highligh Yes

04/01/2022 Yes Yes Over empathizeYes N/A No

Lead with BenefiCredit Balance Transfer to Disputes

Lacks Confiden Credit Line WorCredit Line Increase/Declined

NA Transactions WoDuplicate Charge

NA Credit Line WorCredit Bureau Report

Lacks Confiden Benefits and R Partner Rewards

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