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  • Wave 65AB

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    Paul Cansino
    5 views4 pages
    This document contains performance reviews for three agents - Lea Mae Garillo, Ma. Luzbell Parinas, and Jezza Ismael. It lists their strengths, which include productive hours, calls per hour, survey rates, and attendance. It also identifies areas for improvement for each agent such as clarity, pacing, empathy, and hold time. Action plans are recommended, such as conducting mock calls and focusing on proper expectations, documentation, and ownership of calls.

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    13r1

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    This document contains performance reviews for three agents - Lea Mae Garillo, Ma. Luzbell Parinas, and Jezza Ismael. It lists their strengths, which include productive hours, calls per hour, survey rates, and attendance. It also identifies areas for improvement for each agent such as clarity, pacing, empathy, and hold time. Action plans are recommended, such as conducting mock calls and focusing on proper expectations, documentation, and ownership of calls.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    5 views4 pages

    Wave 65AB

    Uploaded by

    Paul Cansino
    This document contains performance reviews for three agents - Lea Mae Garillo, Ma. Luzbell Parinas, and Jezza Ismael. It lists their strengths, which include productive hours, calls per hour, survey rates, and attendance. It also identifies areas for improvement for each agent such as clarity, pacing, empathy, and hold time. Action plans are recommended, such as conducting mock calls and focusing on proper expectations, documentation, and ownership of calls.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    TEAM TONI

    Lea Mae Garillo


    • Strength
    Productive Hours
    CPH
    Invalid transfer to CS
    Invalid Transfer Vendor
    Survey Rate 25%
    Quality
    Save attempt
    Attendance

    Needs Improvement
    -Clarity = Organize the thought before providing
    the guidelines, do not talk too fast and enunciate
    the words properly for the member to understand
    -Agent 5 STAR = Be courteous and friendly. Always
    provide an empathy when talking to the member.

    Action Plan
    -Conduct mock call and provide some scenario to
    see how the agent handle the issue.

    2
    Proprietary and confidential information of Alorica Proprietary and confidential information of Alorica
    Ma. Luzbell Parinas
    Strength
    Productive Hours
    CPH
    Invalid transfer to CS
    Invalid Transfer Vendor
    Survey Rate 25%
    Quality
    Save attempt
    Attendance

    Needs Improvement
    -Clarity
    Organize the thought before providing the
    guidelines, do not talk too fast and enunciate the
    words properly for the member to understand her.
    -Agent 5 STAR
    Failure to take ownership of the call.

    3
    Proprietary and confidential information of Alorica Proprietary and confidential information of Alorica
    Jezza Ismael
    • Strength
    Productive Hours
    CPH
    Invalid transfer to CS
    Invalid Transfer Vendor
    Survey Rate 25%
    Save attempt
    Attendance

    Needs Improvement
    -Clarity
    Pacing
    do not talk too fast and enunciate the words properly for
    the member to understand her.
    -Agent 5 STAR
    Setting Proper expectation
    -Quality
    Generic empathy
    Documentation
    Hold time

    4
    Proprietary and confidential information of Alorica Proprietary and confidential information of Alorica

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