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  • Draft AMs Deck Walmart - High Risk Pau Eom

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    Ricardo Rodriguez
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    The document provides performance metrics for Walmart's AM teams for the months of September through November. Key metrics like CSAT, AHT, coaching compliance, absenteeism, and attrition are reported. Coaching outliers are being identified and coached to improve metric performance. A daily tracking system is also being implemented to monitor coaching completion and ensure coaching compliance goals are met.

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    Draft AMs Deck Walmart - High Risk Pau Eom (1)

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    The document provides performance metrics for Walmart's AM teams for the months of September through November. Key metrics like CSAT, AHT, coaching compliance, absenteeism, and attrition are reported. Coaching outliers are being identified and coached to improve metric performance. A daily tracking system is also being implemented to monitor coaching completion and ensure coaching compliance goals are met.

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    15 views10 pages

    Draft AMs Deck Walmart - High Risk Pau Eom

    Uploaded by

    Ricardo Rodriguez
    The document provides performance metrics for Walmart's AM teams for the months of September through November. Key metrics like CSAT, AHT, coaching compliance, absenteeism, and attrition are reported. Coaching outliers are being identified and coached to improve metric performance. A daily tracking system is also being implemented to monitor coaching completion and ensure coaching compliance goals are met.

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    © All Rights Reserved
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    of 10

    Walmart OPS teams -

    Executive report
    AMs High Risk Approach
    Paula Caro
    CSAT AM Results Fuente: https://analytics.teleperformance.co/reports_pbi/powerbi/Nearshore/Walmart/Walmart_Beta_Index

    CSAT PHONE CSAT CHAT

    CSAT PHONE BY Supervisor CSAT CHAT BY Supervisor

    CSAT AM MTD
    CSAT TCDS QA Attribute

    CSAT Behaviors
    AHT AM Results Fuente: https://analytics.teleperformance.co/reports_pbi/powerbi/Nearshore/Walmart/Walmart_Beta_Index

    AHT PHONE BY ACCM AHT PHONE BY Supervisor

    AHT PHONE

    AHT CHAT BY Supervisor


    AHT CHAT BY ACCM

    AHT TCDS

    AHT CHAT:
    AHT Behaviors
    Fuente: Creación y registro de planes de acción Walmart. Compartir la información con QA para realizar el seguimiento.
    Focus Agents & Actions Plans
    AM team Absenteesm status MTD
    SEPT OCT NOV

    AM team Attrition status MTD


    Fuente: Walmart Coaching Cycle Report – Cristian Guamán

    Summay coaching cycle report


    • MTD coaching compliance has been impacted already in November, we now have POC´s for every ACCM to make sure, that MTD percentage won´t go down anymore as it can not
    improve.
    • This same action plan will be on going form the very first day of December in always to assure this metric will be over 90% MTD in December.

    • Outlier Report:
    • Every ACCM got a file with their main outliers in both channels (chat, voice)
    • ACCM´s are listening by themselves to the calls in order to identify behaviors and root causes of the results.
    • ACCM´s are going to be coaching themselves this biggest outliers in order to improve numbers faster.
    • A daily track is being implemented with the coaching ID that will be uploaded day by day with the outliers
    Quality &
    Accms Quality Required Completed
    Compliance % Feedback
    Quartiles - red inks - Meet all
    5 5 100.00% completos
    Monitoreos expectations
    Meet all
    Cumplimiento de goals 12 1 10% se cumple abs
    expectations
    Improvement se cumplen todos los
    Triad session 6 6 100%
    Needed triad session

    EOD - Post Mortem - Improvement NO Hay evidencian


    Reunion system issues Needed 5 0 0% todos los Eod

    Meet all
    Weekap 2 2 100.00% Outlier managment
    expectations

    Abs - presentismo Meet all 2 0 50.00% NO Hay evidencian


    expectations todos los Eod
    CCMS usage - Monitoreo Meet all NO Hay evidencian
    2 0 50.00%
    de salud expectations todos los Eod

    TOTAL (Overall feedback)       59.52%  

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