Professional Documents
Culture Documents
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Error Att. Error Att. Error Att. Error Att. Error Att. Error Att. Error Att. Error Att. Error Att. Error Att.
14 15 16 17 18 19 20 21 22 23
1
1 1 1
1 1
1
1
1
1 1
1 1
1 1
1 1
1 1 1 1 1
1
1 1 1
1
1 1
1 1 1 1 1 1 1
1 1
1 1 1
1 1 1 1
1 1
1 1
1
1 1 1
1 1 1 1
1 1
1 1
1 1 1
1 1 1
1 1
1
1
1
1 1
1 1
1
1
1 1
1
1 1
1
1 1
1 1
1
1 1
1 1
1
1
1 1
1 1
1
1 1
1
1
1
1 1 1
1
1
1
1 1
1
1
1 1
1 1
1 1
1
1
1
1
1
1 1
1
1
1
1 1
1
1 1
1
1
1
1
1
1
1
1 1
1
1
1 1
1
1 1
1
1 1
1
1
1
1
1 1
1
1 1 1
1
1
1 1
1
1
1 1
1
1
1 1
1
1
1
1
1
1
1
1
1 1 1
1
1
1
1 1
1 1
1
1
1
1
1
1
1
1 1
1
1 1
1 1
1
1
1
1 1
1
1 1
1 1
1 1 1
1 1
1 1 1
1
1 1
1 1
1
1 1
1
1
1
1
1
1
1 1
1
1
1
1 1
1 1
1 1
1
1
1 1
1
1
1
1 1
1
1
1
1 1
1
1
1 1
1
1
1
1
1
1
1
1 1 1
1 1
1
1
1 1
1
1
1
1
1 1
1
1 1
1
1
1
1 1
1 1 1 1
1
1
1
1
1
1
1
1
1
1 1 1
1
1
1
1
1
1 1
1
1
1 1 1
1 1
1
1 1 1
1
1
1 1
1 1
1 1
1
1 1
1 1
1
1
1 1 1 1
1
1
1
1 1
1 1
1 1 1
1
1 1
1
1
1 1
1 1
1
Error Att. Error Att. Error Att.
Connection Identify Resolve Ownership
24 25 26
1 1 1 0 0 3
1 2 0 1 3
1 1 1 1 0 0 5
0 0 0 1
0 0 0 1
1 0 0 0
1 0 0 0
1 0 0 1
1 1 0 1 2
1 1 1 1 0 1 4
1 1 1 1 0 1 4
1 1 2 0 0 4
1 1 0 3 3
1 1 1 0 0 3
0 1 1 2
0 0 0 1
1 0 1 1
1 1 1 1 0 5 5
1 1 0 1 2
1 1 0 0 1
1 1 0 2 2
0 0 2 2
1 0 0 0
0 0 1 1
0 0 1 1
1 0 0 1
1 0 0 2 2
1 1 0 2 3
0 0 1 1
2 0 2 0
1 1 1 0 2 3
1 1 1 0 0 1 5
1 1 1 0 0 1 4
1 1 0 0 0 3
1 0 0 0 1
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 1
1 0 0 2
1 1 0 0 1 3
1 1 0 0 2
0 1 0 1
1 0 1 1
1 1 1 0 0 3
0 0 1 1
1 0 0 0 2
0 1 1 1
1 0 0 1 2
1 0 0 1
0 0 1 1
1 0 0 1 2
0 0 0 1
0 0 0 1
1 0 0 1 2
0 0 1 1
0 0 0 1
0 0 0 0
0 0 0 0
0 0 1 1
0 0 0 0
0 0 1 0
0 0 0 1
0 0 0 1
2 0 1 2
0 0 0 0
0 0 0 1
0 1 0 1
0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 1 1
0 1 0 1
0 0 0 1
1 1 1 0 0 1 4
1 0 0 1 2
0 1 1 1
0 0 0 0
0 0 0 1
0 0 0 1
0 0 1 0
0 0 0 1
0 0 1 0
1 0 1 1
1 0 0 0
2 0 0 0
0 0 0 1
0 0 0 1
0 0 0 1
0 0 0 2
0 0 0 0
0 0 0 0
0 0 0 1
1 1 0 0 1 3
0 0 0 1
0 0 0 1
0 0 0 1
0 0 0 1
0 0 0 0
1 0 0 1
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 1
0 0 1 1
0 0 0 0
1 0 0 0 2
0 0 0 1
1 0 0 1 2
0 0 0 1
0 0 1 1
2 0 0 1
0 0 1 1
0 0 0 1
1 0 0 1
0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 2
0 0 0 0
1 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
1 1 0 0 2 3
1 1 0 0 0 3
1 0 0 1
1 1 0 0
0 0 0 2
0 0 0 0
0 1 0 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 1 0
2 0 0 0
0 0 0 0
0 0 1 0
0 0 0 1
1 0 0 2 1
0 0 0 0
0 0 0 0
1 1 0 0 2
0 1 0 1
1 0 0 1 2
0 0 0 1
0 0 1 0
0 0 0 0
1 0 1 0 1
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
1 0 0 1
0 1 0 0
0 0 0 1
0 0 0 1
1 1 0 0 2
0 0 0 0
1 1 0 1 1
1 1 0 0 1
0 0 0 0
1 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
1 0 1 0 2
0 0 0 1
0 0 0 0
0 0 0 1
1 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 1 3
0 1 1 0
0 1 0 0
0 0 0 1
0 0 1 0
0 0 0 0
1 0 0 0 2
0 0 0 0
0 0 0 0
0 0 0 2
0 0 1 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 1
0 0 0 0
1 0 0 0 1
0 0 0 1
0 0 0 1
1 0 0 0 2
0 0 1 0
0 0 1 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 1 1 1
0 0 0 1
0 0 1 1
0 0 0 0
3 0 0 1
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
1 1 0 0 0 3
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 2
0 1 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
1 0 0 1 1
0 0 1 0
0 0 0 0
0 0 1 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 1
0 0 1 1
0 0 0 0
0 0 0 0
0 0 1 1
0 0 0 0
0 0 0 0
1 0 2 1
0 0 0 0
0 1 1 0
0 0 0 0
0 0 0 2
0 0 1 2
0 1 1 0
0 1 0 0
0 0 0 0
1 0 0 0
0 0 0 0
1 0 0 2
0 1 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
1 0 0 1
0 1 0 0
0 0 0 1
0 0 0 0
0 0 1 1
1 0 2 0 2
0 0 0 0
0 0 1 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 1
0 0 0 0
0 1 0 1
0 0 0 0
1 0 1 0 1
0 0 0 0
0 1 0 0
0 0 0 0
1 0 0 1
0 0 0 1
0 1 0 1
0 0 0 0
2 0 0 0
0 0 1 0
0 1 0 0
1 0 0 0 1
0 0 0 0
0 1 0 0
0 1 0 0
0 0 1 0
0 0 0 0
0 1 0 0
0 0 1 0
0 1 1 0
0 1 1 0
0 0 1 1
0 0 1 0
0 0 1 0
1 0 0 0 2
0 1 0 0
0 0 1 1
0 0 0 0
0 0 0 0
1 1 1 0 0 1 4
0 1 0 0
0 0 1 1
0 0 0 0
0 0 1 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
1 0 1 0 1
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 1 0 0
0 0 0 0
0 0 0 0
1 1 0 0 0 2
0 0 0 0
0 0 1 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 0 2
0 1 0 0
0 0 1 0
0 0 1 0
0 0 0 1
0 1 0 0
0 0 1 1
0 0 0 0
0 0 1 0
0 0 1 0
1 0 1 0
0 1 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
1 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 1 0 0 3
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 1 1
0 1 0 0
0 0 0 0
1 0 0 1
0 0 0 2
0 0 1 0
1 0 0 0
0 0 1 0
0 0 1 0
1 0 0 0 2
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 1 0 2
0 0 0 0
1 1 0 0 2
0 0 0 0
0 1 0 0
0 0 0 0
0 0 1 0
0 1 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 2 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 1 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 1
0 0 2 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 1 0
0 1 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 1 0
0 0 0 1
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0
0 0 0 0
0 1 0 1
0 0 0 2
0 0 0 1
0 0 2 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 0 0
0 1 1 0
0 0 0 1
1 0 0 1 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 2 0
0 0 0 0
1 0 1 0 1
1 0 0 0 1
0 0 0 0
0 1 2 2
1 0 0 0 1
0 0 0 0
1 0 0 1 1
0 0 1 0
0 0 0 1
0 0 0 1
0 0 0 0
0 0 0 0
0 1 0 0
0 0 0 0
0 0 1 0
0 1 0 0
0 0 0 1
0 0 1 0
0 0 0 0
0 1 0 0
0 1 1 0
0 0 0 1
1 0 0 0 1
1 0 0 0 1
0 0 0 0
0 0 1 2
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
1 1 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
1 0 0 0 2
0 0 1 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 0 0
0 0 0 0
1 0 0 0 2
0 0 0 1
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 0 2
0 0 0 1
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 1
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 1 0 0
0 0 0 0
0 0 1 2
0 0 0 2
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
1 0 0 1 3
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 1
0 1 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
1 1 0 0 1 3
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
1 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
1 1 0 0 1 3
0 0 0 0
0 1 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
1 0 0 1 2
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 1 1
0 0 0 0
0 0 1 1
0 0 0 0
0 1 1 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
1 0 0 0 1
0 0 2 2
0 0 0 0
0 1 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
1 1 0 0 0 3
0 0 0 0
0 0 0 0
0 1 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
1 1 1 0 0 0 4
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 1 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 1 1
1 1 0 0 2 3
1 0 0 1
0 0 1 1
0 1 0 1
0 0 0 1
0 0 0 0
0 0 0 1
0 0 0 0
0 0 0 0
1 0 0 0 1
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 1
0 0 0 0
0 0 1 1
0 0 0 0
0 0 0 0
0 0 0 1
0 1 0 0
0 0 0 2
0 0 0 1
Overall Error
Count
4
6
6
1
1
1
1
2
4
6
6
6
7
4
4
1
3
11
4
2
5
4
1
2
2
2
4
6
2
4
6
6
5
3
1
1
0
0
1
1
3
4
3
2
3
4
2
2
3
3
2
2
3
1
1
3
2
1
0
0
2
0
1
1
1
5
0
1
2
1
0
1
0
2
2
1
5
3
3
0
1
1
1
1
1
3
1
2
1
1
1
2
0
0
1
4
1
1
1
1
0
2
0
0
1
1
2
0
2
1
3
1
2
3
2
1
2
1
0
1
0
1
2
0
1
0
0
1
5
3
2
2
2
0
2
0
1
0
0
0
0
1
0
1
2
0
1
1
3
0
0
3
2
3
1
1
0
2
0
0
1
0
2
1
1
1
3
0
3
2
0
1
1
0
0
3
1
0
1
1
0
0
0
0
1
0
1
0
0
0
4
2
1
1
1
0
2
0
0
2
2
0
0
0
1
1
0
1
1
1
2
1
1
0
1
0
0
3
1
2
0
4
0
0
1
0
0
3
0
0
0
1
0
0
2
2
0
1
0
0
2
1
0
2
0
1
0
1
2
0
0
2
0
0
4
0
2
0
2
3
2
1
0
1
0
3
1
1
0
0
2
1
1
0
2
4
0
1
1
0
0
1
0
0
0
1
0
0
0
0
2
0
2
0
2
0
1
0
2
1
2
0
2
1
1
1
0
1
1
1
0
1
1
2
2
2
1
1
2
1
2
0
0
5
1
2
0
1
1
0
0
0
2
0
0
0
1
1
0
0
2
0
1
0
1
0
0
0
3
1
1
1
1
1
2
0
1
1
2
1
0
0
1
1
0
0
0
4
0
0
0
0
2
1
0
2
2
1
1
1
1
2
1
0
0
0
1
1
0
0
0
3
0
3
0
1
0
1
1
0
1
0
0
3
0
1
0
0
0
1
0
0
0
1
2
0
0
0
0
1
1
2
0
0
0
2
1
0
1
0
0
0
0
0
1
1
1
0
1
0
1
0
0
0
0
0
0
1
0
2
2
1
2
0
0
0
1
2
1
2
0
1
0
2
0
2
1
0
5
1
0
2
1
1
1
0
0
1
0
1
1
1
1
0
1
2
1
1
1
0
3
0
0
0
0
0
1
2
0
0
0
0
1
2
1
0
1
0
0
0
1
0
2
1
0
1
0
0
0
0
0
1
0
0
0
1
2
1
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
1
0
1
0
0
0
0
0
1
0
3
2
0
0
0
1
4
0
0
0
0
0
0
1
0
0
0
0
0
1
0
1
1
0
0
1
0
0
1
0
0
1
0
4
0
0
0
0
0
0
1
0
1
0
0
0
0
0
1
0
0
0
0
0
0
1
0
4
0
1
0
0
0
1
0
0
0
0
0
0
1
3
0
0
0
1
0
1
0
2
0
2
0
2
1
0
0
0
1
0
0
0
0
0
0
0
0
1
1
4
0
1
1
0
0
0
0
1
0
0
0
3
0
0
2
0
0
0
0
0
0
0
0
1
0
0
0
0
1
0
0
0
0
0
0
0
1
0
0
0
4
0
0
0
0
0
0
1
2
0
0
0
0
2
5
2
2
2
1
0
1
0
0
1
0
0
0
0
0
0
0
0
0
1
0
2
0
0
1
1
2
1
Attribute 01
Attribute 02
Attribute 03
Attribute 04
Connection &
Building Partnership Attribute 05
Attribute 06
Attribute 07
Attribute 08
Attribute 09
Attribute 10
Identify & Attribute 11
Understand Attribute 12
Attribute 13
Attribute 14
Attribute 15
Attribute 16
Resolve &
Attribute 17
Recommend
Attribute 18
Attribute 19
Attribute 20
Attribute 21
Attribute 22
Ownership & Attribute 23
Customer Advocacy Attribute 24
Attribute 25
Attribute 26
Did the agent answer the call within 7 seconds?
Did the agent deliver the correct & appropriate opening spiel?
Is there empathy & assurance statements within the call?
Was the agent attentive & actively listened to customer's concerns/statements?
Appropriate acknowledgement & responses within the call? (e.g. respectful, courteous)
Did the agent build rapport (technical rapport or personal rapport)
Did the agent limit/not use jargons in the call? (1-2 instances/not detrimental/discussed)
Avoided unnecessary dead airs within the call (5 seconds)
Properly profiled the customer within the call?
Did the agent ask the right & appropriate probing questions? (clarifying & verifying questions)
Did the agent correctly followed the verification process? (SOM,SOM/A, Emp. Verification)
Was the account properly reviewed and understood by the agent? (HAI should be checked)
Were the tools properly utilized by the agent?
Did the agent follow the correct callback process? (Disconnected, Follow-Up, Outbound)
Did the agent properly educate the customer within the call?
Did the agent provide accurate/complete information to resolve the customer's concern?
Was the issue addressed & resolved by the agent within the call transaction?
Addressed all underlying/adjacent concerns within the call? (Controllable Issues)
Correctly followed the escalation process to resolve issue/s? (Escalation to L2/dept./contact)
Did the agent offer promotions/recommendations to address customer needs & satisfaction?
Did the agent properly document & ticket all the necessary info/steps within the account?
Followed the correct hold process (Request, Reason, EWT, Return within EWT, Thanking)
Did the agent provide a clear & concise recap to the customer prior ending the call?
Did the agent offer additional assistance within the call?
Closed the call correctly using the closing spiel?
Provided value statement to the customer?
2.00%
3.00%
5.00%
5.00%
5.00%
3.00%
3.00%
4.00%
5.00%
5.00%
10.00%
5.00%
5.00%
2.00%
5.00%
5.00%
5.00%
3.00%
3.00%
2.00%
3.00%
3.00%
2.00%
2.00%
3.00%
2.00%
Instructions:
- Create a QA report from June to De
- Use the sample slides on the left as
- Fill out the data on the table on ea
- Provide your own insights based fr
conclude on the data available. You
- You can add more insights if you se
- You will be given around 15-20min
- Submit the deck to your assigned t
charts/graphs.
Support Setup:
- Customer Service (Application Sup
- Inbound Phone Support
Notes:
- Categories and Values on the grap
report.
- You can use your own theme, color
ons:
QA report from June to December 2020 based from the raw data sheet.
sample slides on the left as reference. You are required to create the sample 6 slides at a minimum.
he data on the table on each slides. Some numbers are retained for your reference
your own insights based from the data available. You can make some assumptions if you cannot
on the data available. You can highlight your reasons for the assumptions during the presentation.
add more insights if you see fit.
be given around 15-20mins to present this during the Final Interview.
he deck to your assigned talent acquisition specialist together with the source (in excel) of your
phs.
Setup:
er Service (Application Support - Products and Rewards)
Phone Support
es and Values on the graphs are intentionally removed. Don’t forget to include them in your