Agent's Daily Attendance Sheet - June 2012

June 2012 Fri

First Name Last Name Phone ID Sched Status Day Off 6/1/2012

1 Monique Alivio 5602312 10-7am Sat/Sun

2 Lorenz Mae Amago 5602314 9-6am Sat/Sun

3 Rowel Banglos 5602318 9-6am Sat/Sun 1

4 Rodellyn Ann Buena No Schedule Sat/Sun Maternity Leave

5 Venice Cañete 5602329 9-6am Sat/Sun 1

6 Claudie Jake Clamucha 5602332 9-6am Sat/Sun 1

7 Dympna Deliverio 5602336 10-7am Sat/Sun 1

8 Aileen Diaz 5602337 10-7am Sat/Sun 1

9 Jovie Marie Gabison 5602264 9-6am Sat/Sun 1

10 Floremay Peteros 5602290 9-6am Sat/Sun VL

11 Junmar Regner 5602293 9-6am Sat/Sun 1

12 Charlemagne Robles 5602051 10-7am Sat/Sun 1

13 Myrtle Romarate 5602294 9-6am Sat/Sun 1

14 Marnie Grace Rosales 9-6am Sat/Sun CIS – Sore Eyes

15 Rona Rachel Vicente 5602304 9-6am Sat/Sun

Total Agents Present 9

Attendance Rate 69.23%

CR!FT Fri


1 Monique Alivio 5602312 10-7am Sat/Sun NO CRIFT YET

2 Lorenz Mae Amago 5602314 9-6am Sat/Sun NO CRIFT YET

3 Rowel Banglos 5602318 9-6am Sat/Sun 5

4 Rodellyn Ann Buena No Schedule Sat/Sun NO CRIFT YET

5 Venice Cañete 5602329 9-6am Sat/Sun NO CRIFT YET

6 Claudie Jake Clamucha 5602332 9-6am Sat/Sun NO CRIFT YET

7 Dympna Deliverio 5602336 10-7am Sat/Sun 8

8 Aileen Diaz 5602337 9-6am Sat/Sun NO CRIFT YET

9 Jovie Marie Gabison 5602264 9-6am Sat/Sun NO CRIFT YET

10 Floremay Peteros 5602290 9-6am Sat/Sun NO CRIFT YET

11 Junmar Regner 5602293 9-6am Sat/Sun NO CRIFT YET


13 Myrtle Romarate 5602294 9-6am Sat/Sun NO CRIFT YET

14 Marnie Grace Rosales 9-6am Sat/Sun NO CRIFT YET

15 Rona Rachel Vicente 5602304 9-6am Sat/Sun NO CRIFT YET

Total Sales Goal

CIS – High Fever CIS – High Fever

CIS – Highblood Pressure

Actual Sales Fri


1 Monique Alivio 5602290 9-6am Sat/Sun

2 Lorenz Mae Amago 5602337 9-6am Sat/Sun

3 Rowel Banglos 9-6am Sat/Sun 155

4 Rodellyn Ann Buena 5602051 10-7am Sat/Sun Maternity Leave

5 Venice Cañete 5602304 9-6am Sat/Sun 1

6 Claudie Jake Clamucha 5602318 9-6am Sat/Sun 20

7 Dympna Deliverio No Schedule Sat/Sun 1

8 Aileen Diaz 5602312 10-7am Sat/Sun 1

9 Jovie Marie Gabison 5602332 9-6am Sat/Sun 32

10 Floremay Peteros 5602329 9-6am Sat/Sun VL

11 Junmar Regner 5602336 10-7am Sat/Sun 1


13 Myrtle Romarate 5602293 9-6am Sat/Sun 185

14 Marnie Grace Rosales 5602264 9-6am Sat/Sun CIS – Sore Eyes

15 Rona Rachel Vicente 5602294 9-6am Sat/Sun

Total Sales 556

Sales Performance

AFT Fri


Monique Alivio 5602290 9-6am Sat/Sun

Lorenz Mae Amago 5602337 9-6am Sat/Sun

Rowel Banglos 9-6am Sat/Sun

Rodellyn Ann Buena 5602051 10-7am Sat/Sun Maternity Leave

Venice Cañete 5602304 9-6am Sat/Sun

Claudie Jake Clamucha 5602318 9-6am Sat/Sun

Dympna Deliverio No Schedule Sat/Sun

Aileen Diaz 5602312 10-7am Sat/Sun

Jovie Marie Gabison 5602332 9-6am Sat/Sun

Floremay Peteros 5602329 9-6am Sat/Sun VL

Junmar Regner 5602336 10-7am Sat/Sun

Charlemagne Robles 5602314 9-6am Sat/Sun

Myrtle Romarate 5602293 9-6am Sat/Sun

Marnie Grace Rosales 5602264 9-6am Sat/Sun CIS – Sore Eyes

Rona Rachel Vicente 5602294 9-6am Sat/Sun





Sat Sun Mon Tue

WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012

0 1 1

0 1 1

1 1 1 - early departure

0 Maternity Leave Maternity Leave

1 NCNS 1

1 1

1 1 NCNS

1 Promoted to Sup 1 1

1 1 1

0 1 1

1 CIS – Vomiting 1 - early departure

1 1 1 - early departure

1 1 1

0 CIS – Sore Eyes CIS – Sore Eyes

0 1 1

9 0 0 10 9

69.23% 0.00% 0.00% 76.92% 69.23%

Sat Sun Mon Tue

WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012

0 MOVE MOVE

0

0

0

0 NCNS

0

0 MOVE NCNS

0 Promoted to Sup

0

0

0 CIS – Vomiting

0 MOVE MOVE

0

0 CIS – Sore Eyes CIS – Sore Eyes

0

0 0 0 0 0

RD OT 9:15am to

8am

RD OT 1am to 4am

Sat Sun Mon Tue

WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012

155 235 52

1 NCNS 45

20

1 NCNS

1 Promoted to Sup

32

317

1 CIS – Vomiting 117

160

185 355

CIS – Sore Eyes CIS – Sore Eyes

100

556 0 907 214

Sat Sun Mon Tue

WTD % 6/2/2012 6/3/2012 6/4/2012 6/5/2012

0

0 NCNS

0

0 NCNS

0 Promoted to Sup

0

0 CIS – Vomiting

0

0

CIS – Sore Eyes CIS – Sore Eyes

Wed Thu Fri Sat Sun

6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012

Latoya's Visit

Maternity Leave Maternity Leave Maternity Leave

CIS – Sore Eyes CIS – Sore Eyes CIS – Sore Eyes

0 0 0 0 0 19

0.00% 0.00% 0.00% 0.00% 0.00% 146.15%

Wed Thu Fri Sat Sun

6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012

MOVE MOVE MOVE

MOVE MOVE MOVE

MOVE MOVE MOVE


0 0 0 0 0 0 0

Wed Thu Fri Sat Sun

6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012


0 0 0 2233

Wed Thu Fri Sat Sun

6/6/2012 6/7/2012 6/8/2012 WTD % 6/9/2012 6/10/2012


Mon Tue Wed Thu Fri

6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %

19 0

146.15% 0.00%

Mon Tue Wed Thu Fri

6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %

0 0

Mon Tue Wed Thu Fri

6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %

Mon Tue Wed Thu Fri

6/11/2012 6/12/2012 6/13/2012 6/14/2012 6/15/2012 WTD %

Date ACCM Supervisor2 Agents Name Stafftime ACD

6/2/2012 Isada, Ramon Felipe Arrieta, Elizalde Gabison, Jovie Marie 4.78 15

Peteros, Floremay 4.24 9

6/4/2012 Arrieta, Elizalde Alivio, Monique 5.46 0

Amago, Lorenz Mae 6.92 78

Banglos, Rowel 5.9 70

Deliverio, Dympna 5.54 0

Diaz, Aileen 4.94 0

Gabison, Jovie Marie 6.79 72

Peteros, Floremay 5.93 52

Romarate, Myrtle 6.63 31

Vicente, Rona Rachel 6.96 42

Robles, Charlemagne 5.27 0

Total 60.36 345

6/5/2012 Arrieta, Elizalde Alivio, Monique 2.02 0

Amago, Lorenz Mae 6.11 22

Banglos, Rowel 1.93 8

Cañete, Venice 7.19 29

Clamucha, Claudie Jake 6.98 25

Diaz, Aileen 0.12 0

Gabison, Jovie Marie 5.94 13

Peteros, Floremay 7 17

Regner, Junmar 2.35 8

Romarate, Myrtle 2.2 7

Vicente, Rona Rachel 6.66 21

Robles, Charlemagne 1.95 0

Total 50.45 150

AHT Work Time HOLD Occupancy Total Aux % Transfer % OutBound %

861 689 26 146 0.9692 0.2632 0.0667 0.0961

1497 1087 84 327 1 0.1781 0 0

1 0

132 92 28 12 0.9201 0.5796 0.1667 0

161 101 44 16 0.9064 0.4156 0.4 0.0091

1 0

1 0

175 110 26 38 0.7867 0.4408 0.1667 0

260 148 53 58 0.9484 0.3506 0.0577 0.0251

532 428 24 80 0.9733 0.321 0.0645 0.042

398 292 27 79 0.9651 0.3222 0.0238 0.0367

1 0

234 161 34 40 0.9176 0.6152 0.171 0.0122

1 0

469 353 15 101 1 0.6193 0.1818 0.0133

566 489 40 37 1 0.3492 0.25 0

639 558 25 57 1 0.2996 0.2069 0.0251

722 344 62 316 1 0.3616 0.24 0.0002

1 0

694 387 19 288 0.6319 0.4648 0.1538 0.0444

715 469 31 215 0.6207 0.2664 0 0.0208

419 258 33 128 1 0.6472 0.25 0

996 830 28 138 0.9997 0.2423 0 0

888 623 35 229 1 0.2599 0.0952 0.0242

1 0

677 469 33 175 0.8889 0.4289 0.16 0.0165

Talk Time

Coaching %

0.0009

0

0.9785

0.386

0.3161

0.9791

0.8895

0.2574

0.1908

0.0946

0.1649

0.9523

0.4868

0.9992

0.1896

0.2142

0.1176

0.1436

0.9955

0.1071

0.0464

0.2288

0

0.0701

0.9989

0.1877

4 June 2012

Name A_H_T POS REVENUE CR!FT REPEAT RATE

Alivio, Monique 713.74 1025 0.2573

Banglos, Rowel 560.48 2298 0.2406

Amago, Lorenz Mae 510.87 1494 0.2389

Deliverio, Dympna 798.53 628 0.2331

Gabison, Jovie Marie 491.07 2129 0.2281

Diaz, Aileen 638.78 1115 0.2237

Clamucha, Claudie Jake 651.58 1535 0.2216

Romarate, Myrtle 775.3 1650 0.199

Cañete, Venice 746.79 1240 0.1941

Robles, Charlemagne 700.6 2279 0.1907

Peteros, Floremay 612.04 1102 0.1899

Vicente, Rona Rachel 706.44 696 0.1618

Regner, Junmar 545.28 749 0.1579

642.97 19344 0.2105

Source: KPI Report on June 1 file

5 June 2012

Name A_H_T POS REVENUE CR!FT REPEAT RATE

Alivio, Monique

Banglos, Rowel

Amago, Lorenz Mae

Deliverio, Dympna

Gabison, Jovie Marie

Diaz, Aileen

Clamucha, Claudie Jake

Romarate, Myrtle

\\ceb-store\Departments\Operations\AT&T Uverse\Reports\KPI - Joseph Cerame\May

Cañete, Venice

Robles, Charlemagne

Peteros, Floremay

Vicente, Rona Rachel

Regner, Junmar

% Transfered SA% RANK QUALIFIED AMOUNT

0.4061 0.9989 119 No PHP 0

0.3733 0.8383 27 No PHP 0

0.4438 0.804 32 No PHP 0

0.3956 0.9988 145 No PHP 0

0.4703 0.8543 18 No PHP 0

0.3868 0.7723 79 No PHP 0

0.4493 0.8624 59 No PHP 0

0.3681 0.9605 90 No PHP 0

0.4127 0.8828 86 No PHP 0

0.4651 0.9953 47 Yes PHP 1,000.00

0.3725 0.8611 41 No PHP 0

0.4242 0.877 96 No PHP 0

0.4156 0.9116 34 Yes PHP 1,000.00

0.4169 0.845

% Transfered SA% RANK QUALIFIED AMOUNT

Agent Follow-Up Tool (AFT)

AT&T Uverse Blue - Cebu Day: S M T W Th F S

6/6/2012

Last Name First Name Sup Initials Problem(s) Identified

DIAZ AILEEN EA NOT CHECKING MYCSP

CALAMUCHA CLAUDIE JAKE EA AER STATEMENT

PETEROS FLOREMAY EA AER STATEMENT

ROMARATE MYRTLE EA EMPATHY STATEMENT

ALIVIO MONIQUE EA EMPATHY STATEMENT

BANGLOS ROWEL EA NO ASSURANCE STATEMENTS

GABISON JOVIE MARIE EA RECAP / SELF SERVICE OPTIONS

ROBLES CHARLEMAGNE EA SELF-SERVICE OPTIONS

ROBLES CHARLEMAGNE EA RESOLVE STATEMENT

AMAGO LORENZ EA

CAÑETE VENICE EA HOLD PROCEDURE

CAÑETE VENICE EA NOTES

DELIVERIO DYMPNA EA EMPATHY STATEMENT

Last Name First Name Sup Initials Risk List

AMAGO LORENZ EA CIL - PERSONAL MATTERS

BANGLOS ROWEL EA CIS - STOMACH PAIN

Claudie Jake Clamucha EA CIS - ACUTE GASTROTITIS

Marnie Grace Rosales EA CIS - LARYNGITIS

Venice Cañete EA CIS - FAMILY MATTERS

REGNER JUNMAR EA ABSETEEISM

Claudie Jake Clamucha EA TARDINESS

SETTING UP EXPECTATIONS ACCORDINGLY


(circle one)

Root Cause Educational Tool Used Improvement Not In

SKILL AN/SE for follow up 5/30/2012

Will RP/ SE SI VIS / RP 5/19/2012




Will RP, FB LI ST, RP, SG 5/19/2012

Skill RP/ST SI RP/SE 5/21/2012

Skill RP/ST SI RP/SE 5/17/2012

Skill RP/SE NI RP/ST 5/30/2012

Will RP/ SE SI RP/ ST 5/19/2012

Skill RP/SE for follow up 5/30/2012

Skill AN/SE for follow up 5/30/2012

Skill RP/SE for follow up 5/30/2012

Root Cause Educational Tool Used Improvement Not In

Will SE LI SE, POS 5/4/2012

Will SE LI AN /SG 5/19/2012



Will SE SI AN /SG 5/29/2012

Will SG followup 5/31/2012


Suggested Follow-up?

Date Placed on DPA

Suggested Follow-up?

Date Placed on DPA


1 5/30/2012 1

1 5/25/2012 4

1 5/25/2012 2

1 5/25/2012 1

1 5/25/2012 2

1 5/25/2012 4

1 5/25/2012 2

1 5/25/2012 2

1 5/30/2012 1

1 5/25/2012 2

1 5/30/2012 1

1 5/30/2012 1

1 5/30/2012

3 6/4/2012 1

3 6/3/2012 2

3 5/25/2012 3

3 5/25/2012 3

2 6/4/2012 1

5 6/4/2012 1

3 6/4/2012 1

Days on DPA

Last Education Date

Days Since Last

Education

Days on DPA

Last Education Date

Days Since Last

Education

INCIDENT REPORT (IR) / ELECTRONIC-IRReport Submitted by: Elizalde D. Arrieta Report Received by:Date Submitted: May 31, 2012 Date Received:

Name of Employee : Junmar Regner Employment Status: Project-Based

Previous Disciplinary Actions (Use extra sheet if necessary)Date Committed Nature of Incident

5/21/2012 Attendance Missed Shift -

Total EAF Points

Description of Incident :Personnel/s Involved Junmar RegnerDate and time of occurrence 5/21/2012Place of Occurrence OperationsNature of Incident : BRIEF DESCRIPTION:

Attendance (CIS / CIP)NCNS

Tardiness Zero Tolerance Violation RECOMMENDATION/S FOR IMPROVEMENT:

Unsatisfactory Work Performance Written Warning OTHERS - please specify below

Recommended Corrective Action:Verbal Counselling

Written WarningFinal Warning

Termination (for endorsement to HR)

FULL NAMES & SIGNATURES / DATE & TIME1 Employee's Name & Signature / Date & Time Junmar Regner2 Supervisor's Name & Signature / Date & Time Elizalde D. Arrieta3 Manager's Name and Signature / Date & Time Ramon Isada4 Center Manager / Date & Time TJ Cabili5 HR Representative / Date & Time

Date Hired: 2012-01-23

You did NCNS last 2012-05-21. For this reason you have incurred a total of 2.00 EAF points. You have been made aware of the consequences of your actions and because of this you are advised to inform your supervisor or the sick hotline 2 hours before your shift. Failure to comply with the said requirement will lead to Written Warning.

ELECTRONIC NOTICE TO EXPLAIN: Please respond within 48 hours as to why you should not be sanctioned accordingly due to the allegations stated above. Your failure to submit an explanation to this EAF will be construed as a waiver of your right to be heard, thus the investigation and decision for this case will proceed with basis on records of evidence/s we have on file.By acknowledging this communication, you confirm that your supervisor/manager discussed the contents of this Incident Report, the Company Rules that you allegedly violated, and the corresponding level of Corrective Action that shall be meted upon should the said allegation is proven true.

INCIDENT REPORT (IR) / ELECTRONIC-IRReport Received by:Date Received:

Department/Account/projectEmployment Status: Project-Based U-Verse Blue

Previous Disciplinary Actions (Use extra sheet if necessary)Nature of Incident EAF Action Taken

Attendance Missed Shift - 2 Verbal Warning

Total EAF Points 2

Description of Incident :Junmar Regner

5/21/2012Operations

BRIEF DESCRIPTION:

RECOMMENDATION/S FOR IMPROVEMENT:Written Warning

Recommended Corrective Action:Verbal Counselling

Written WarningFinal Warning

Termination (for endorsement to HR)

FULL NAMES & SIGNATURES / DATE & TIMEJunmar Regner

Elizalde D. ArrietaRamon Isada

TJ Cabili

You did NCNS last 2012-05-21. For this reason you have incurred a total of 2.00 EAF points. You have been made aware of the consequences of your actions and because of this you are advised to inform your supervisor or the sick hotline 2 hours before your shift. Failure to comply with the said requirement will lead to Written Warning.

ELECTRONIC NOTICE TO EXPLAIN: Please respond within 48 hours as to why you should not be sanctioned accordingly due to the allegations stated above. Your failure to submit an explanation to this EAF will be construed as a waiver of your right to be heard, thus the investigation and

By acknowledging this communication, you confirm that your supervisor/manager discussed the contents of this Incident Report, the Company Rules that you allegedly violated, and the corresponding level of Corrective Action that shall be meted upon should the said allegation is proven

Date Last Name First Name ACD Supervisor

6/1/2012 Alivio Monique B. 5602312 Now Absent Arrieta, Elizalde

Friday Amago 5602314 Now Absent Arrieta, Elizalde

Regner Junmar G. 5602293 Now Absent Arrieta, Elizalde

Vicente Rona Rachel 5602304 Now Absent Arrieta, Elizalde

Peteros Floremay T. 5602290 Now Absent Arrieta, Elizalde


6/2/2012 Venice Cañete Now Absent Arrieta, Elizalde

Monday Junmar Regner Now Absent Arrieta, Elizalde

Claudie Jake Clamucha Now Absent Arrieta, Elizalde


6/4/2012 Dympna Deliverio Now Absent Arrieta, Elizalde

Sched Status

Actual Status

Lorenz Mae T.

Sched Status

Actual Status

Sched Status

Actual Status

Comment Total EAF Phone Number Comments

CIS - Laryngitis 1 1.75 +1(932)584-9904

CIS – High Fever 3 5.75 +1(917)424-4852

NCNS 3 6.5 +63 9225721805

2 2.5 +63 9273605390

VL 1 0.75 +63 9326185012 approved by CCMS


NCNS 5 2.5 932153-8067

CIS – Vomiting 3 6.5 9225721805

4 5.75 9327725621


NCNS 1 0 32 4709079

Absent MTD

Date submitted of MC

medical certificate required

submitted medical cert already



havent received any text messages yet




Absent MTD


Did not answer the phone calls

able to call the agent and ask for the reason of absent. Late Notification

CIS - Father was very sick and that no one will take

care.Called and texted the agents. Late Notification

Absent MTD


Did not answer the phone calls / not responding to text messages

Hospital/ Clinic Comments

6/4/2012

6/5/2012

6/4/2012



Date Submitted the Medical Certificate

have seen the text messages already

Date First Name Last Name Issues Time Logout Time Login Differences

5/31/2012 Jovie Marie Gabison Switch Error 0:04:26 0:13:21 0:08:56

5/31/2012 Jovie Marie Gabison Idle Console 21:00:00 21:23:27 0:23:28

6/1/2012 Aileen Diaz Idle Console 21:59:26 2:24:16 4:24:50

6/1/2012 Aileen Diaz Idle Console

6/1/2012 Aileen Diaz Idle Console 3:46:04

TL Comments Exempt Time Adjustment

EA Done

EA Done

EA

EA missing

EA early departure

AT&T CEBU Blue Customer Service Switch Error - Local 00:04:26 00:13:21 00:08:56

AT&T CEBU Blue Customer Service Idle Console Adjustment 21:00:00 21:23:27 00:23:28

missing 2012-06-01 21:59:26 2012-06-02 02:24:16 04:24:50 No Time Adjustment

Manually Logout by the WFM for those who went on coaching without Clients permission

Manually Logout by the WFM for those who went on coaching without Clients permission

Daily Goal 6/5/2012

Karen Jacel Genora 4400 1643

Joselito Reyes 1200 1324

Rogelio Braga 2800 1164

Ronald Canoy 2000 887

Ayan Alcuizar 2100 857

Winston Tirol 2400 784

Ernesto Hilado Jr 1200 722

John Marc Acut 1800 653

Renen Espiritu 1000 500

Jona-Fe Quinones 1200 466

Rouel Palang 1800 227

Elizalde Arrieta 2200 214Jerome Narvasa 400 35

Totals 17600 9476

First Name Last Name ### ### ###

Monique Alivio 0 0

Lorenz Mae Amago 0 0

Rowel Banglos 235 52

Rodellyn Ann Buena 0 0

Venice Cañete 0 45

Claudie Jake Clamucha 0 0

Dympna Deliverio 0 0

Aileen Diaz 0 0

Jovie Marie Gabison 0 0

Floremay Peteros 317 0

Junmar Regner 0 117

Charlemagne Robles 0 0

Myrtle Romarate 355 0

Marnie Grace Rosales 0 0

Rona Rachel Vicente 100 0

1007 214

Query for: Elizalde Arrieta

Date Agent Name Customer Name

6/2/2012 Jovie Marie Gabison Betty Reave

Comments

I got one agent name Jovie Mari Gabison who got a Kudos Call from a customer Betty Reave 281255690: "Rep did really help me and did what she possibly could to help me. She assisted me in resolving my issues. She's very helpful and took care of me as well" - Betty Reave

Metric EOM MAY Issue/Root Cause (Behaviors)

HOLD TIME 80 85 98.71

Will issue among agents

Warm Transfers and Consults

Long queue to other department

Tool Navigation and My CSP familiarization

15 17 0.1942

JUNE COMMITMEN

TKPI weekly

Commitment

REPEAT RATE

Agents not well versed in offering solutions and NOT involving to resolve

System down issue will always result to repeat callers

Action Plans & Other Initiatives Owner

6/4/2012

TL Eli 6/4/2012

Agent/TL Eli 6/4/2012

Agent/TL Eli 6/4/2012

CRIFT TL Eli 6/4/2012

CRIFT TL Eli 6/4/2012

Metrics to Impact

Execution Date

Address this behaviors head on, issue warnings to repeat offenders. Ensure communication is sent and documented

AHT and CR!FT

TL Eli and ACM

Transfer validation process, will need to ask permission from a supervisor or SME if to transfer a call to another department

AHT and CR!FT

Ensure that they get back to their customers or try to offer a callback

AHT and CR!FT

Show me process to be conducted by the TL, scavenger hunt to see if agent can really locate a certain topic and make sure to bookmark frequently used topics to avoid long search time

AHT,CR!FT & Repeat Rate

Ensure that they are following the involve to resolve process and agents are being issued warning and progressions if they continue not complying

TL will try to ensure that some of the customers be offered a callback specifically customers who were upset and irate onset of the call

6/9/2012

6/9/2012

6/9/2012

6/9/2012

6/9/2012

6/9/2012

Completion Date

Status Comments

Date ATTUID REP COACH CSM GM VP

6/1/2012 ea809n

cr507w

ARRIETA, ELIZALDE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

cr507w

cr507w

cr507w

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

ROBLES, CHARLEMAGNE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

vc248vCANETE, VENICE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

dd909nDELIVERIO, DYMPNA

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

jg283b

rv248v

GABISON, JOVIE MARIE

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

VICENTE, RONA RACHEL

STEWART, LATOYA E

RHODES, JAYME J

HARRIS, KEITH

PALMER, JOHN

BAN CASE ID STATUS DRIVERS QUEUE AGENT ID

'106413483 G26730239 ### Rejected ea809n

'113544252 G26558013 ### Rejected cr507w

RECEIVED/CREATE

DATE

Refund-No payment

credit balance

Billing Investigation

OOS- Incorrect routing to

OMC Billing

Investigation

'112928509 G26176971 ### Rejected cr507w

G26206590 ### Rejected cr507w

Payments-Insufficient Information


'118302654


OMC Billing Investigation

'118302654 G26206590 ### Rejected cr507w

'117492128 G26250611 ### Rejected cr507w

'118151812 G26335287 ### Rejected cr507w







101650719 G27243921 ### Rejected vc248v

'118493077 G26529366 ### Rejected BOS-IDDB dd909n

Offernet promo -not available to select within

the drop down


Pending Order

'117056736 G26323291 ### Rejected jg283b

'114784849 G27532888 ### Rejected rv248v

Adjustments-Insufficient Information


Promotion-Insufficient Information


ISSUE RESOLVED?IF NOT, WHY NOT?

Supnotes: ea809n No further action taken as there's no payment credit on the balance. Case close

Supnotes: ea809n No further action taken As per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

112928509Erik called in to check on the status of an open case. He paid his bill but to his old account which was canceled. He wanted that payment to be trans to his new account. Trans to collections. He also wants his service restored.

Supnotes: ea809nAs per indicated in the notes the cust has been transfered to the collections account. Case Close.

Supnotes: ea809nNo further action takenAs per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

Supnotes: ea809nNo further action takenAs per case request customer is under 30 DAY MBG, hence charges on the account is due to cpe. Case Close

supnotes: ea809n

no further action needs to be taken. case close

supnotes: ea809n

No further action needs to be made since acct is cancelled and bill has been adjusted already. case close

Returned: Cannot add $14.95 pricing promo as $23.05 promo option in order to get that pricing is missing in the list of promos.

supnotes: ea809nNeed to call Group O to verify first if the promotion has been removed or is no longer active. However, if there's nothing they can do we will adjust manually which will be good for a year. so far 3 months promotion has been applied.

supnotes: ea809n

Cx can make a new order without conflict with the system since the pending order has been removed already.

Supnotes: ea809nAdjustment has been made already to satisfy cx. Adjusted 252.02 dollars on her bill. Case close

supnotes: ea809nVerified with BIBA for a debit bal of 80.48 dollars. Payment posted was on 02/06/2012 for $144.00 using her cc and no payment for 2 consecutive months. Cx needs to pay for the balance on her acct.Agent has been coached for proper notation of acct. case close.

First Name Last Name Dates Time Record # Opening Spiel Building RapportAER

Discovery Questions

Recap SummaryResolving Bills Issues

Transition to Sales

Appropriate Product Offering

Set Expectations on Proration and One Time Charges

Set Expectations on Self-Install & Full-Tech Install

Self-Service Options

Closing Spiel WTD CommentsTotal Score

% of Adherenc

e

Record ID Date # Supervisor AdvisorSBS 6/1/2012 Elizalde Arrieta Venice CeñeteSBS 6/1/2012 Elizalde Arrieta Venice CeñeteSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Charlemagne RoblesSBS 6/1/2012 Elizalde Arrieta Claudie Jake ClaumuchaSBS 6/1/2012 Elizalde Arrieta Claudie Jake ClaumuchaSBS 6/1/2012 Elizalde Arrieta Claudie Jake Claumucha

Rapport1 1 1 1 1 01 1 1 1 1 11 1 1 1 1 11 1 0 1 1 11 1 0 1 1 11 1 1 1 1 11 1 0 1 1 01 1 1 1 1 0

Call Opening Validation

Name & Location

Customer relay concern

prior to verification

AER statement-

Assurance of help

Paraphrase customer concern

Excessive Dead Air / Hold

Call Closing

0 0 62.50%1 1 100.00%1 1 100.00%0 0 62.50%1 1 87.50%1 1 100.00%1 1 75.00%0 0 62.50%

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Documents

Agent's Daily Attendance Sheet - June 2012