Scribd Logo
Upload

Welcome to Scribd!

  • 19 views

    Poor Quality AND Conversion: BY: Yovanny Mayovanex Rodriguez, Uthy/ Enker QA

    Uploaded by

    Yohada Guareño Artiles
    The document discusses a QA report from January. It summarizes that the average quality score was 83.67%, below the target of 90%. The report identifies opportunities like agents not asking all probing questions or properly closing deals. An action plan was proposed to address these, including retraining agents. A follow up report from February shows the average increased slightly to 86% but still below target, with 3 out of 10 agents meeting it. The QA manager sent emails to clients and CEO about the issues and keeps them updated.

    Copyright:

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

    You might also like

    Poor Quality AND Conversion: BY: Yovanny Mayovanex Rodriguez, Uthy/ Enker QA

    Uploaded by

    Yohada Guareño Artiles
    19 views9 pages
    The document discusses a QA report from January. It summarizes that the average quality score was 83.67%, below the target of 90%. The report identifies opportunities like agents not asking all probing questions or properly closing deals. An action plan was proposed to address these, including retraining agents. A follow up report from February shows the average increased slightly to 86% but still below target, with 3 out of 10 agents meeting it. The QA manager sent emails to clients and CEO about the issues and keeps them updated.

    Original Description:

    low

    Original Title

    Low Conversion

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document discusses a QA report from January. It summarizes that the average quality score was 83.67%, below the target of 90%. The report identifies opportunities like agents not asking all probing questions or properly closing deals. An action plan was proposed to address these, including retraining agents. A follow up report from February shows the average increased slightly to 86% but still below target, with 3 out of 10 agents meeting it. The QA manager sent emails to clients and CEO about the issues and keeps them updated.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    19 views9 pages

    Poor Quality AND Conversion: BY: Yovanny Mayovanex Rodriguez, Uthy/ Enker QA

    Uploaded by

    Yohada Guareño Artiles
    The document discusses a QA report from January. It summarizes that the average quality score was 83.67%, below the target of 90%. The report identifies opportunities like agents not asking all probing questions or properly closing deals. An action plan was proposed to address these, including retraining agents. A follow up report from February shows the average increased slightly to 86% but still below target, with 3 out of 10 agents meeting it. The QA manager sent emails to clients and CEO about the issues and keeps them updated.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 9

    POOR QUALITY

    AND
    CONVERSION

    BY: Yovanny Mayovanex Rodriguez, Guthy/Renker QA

    INDEX

    QUALITY RESULTS IN JANUARY


    AREAS OF OPORTUNITY
    FIRST EMAIL TO THE CLIENT AND CEO
    PROPOSAL TO IMPROVE THE AREAS OF OPPORTUNITY
    ACTION PLAN
    QUALITY RESULTS IN JANUARY
    SECOND EMAIL

    Quality results in January


    AGENT NAMES

    QA

    Gustavo Cerati

    84.5

    Fito Paez
    Andres Calamaro

    82.5
    72

    Jose Espinetta

    88

    Pedro Aznar

    92.5

    Sandro Gomez

    85.5

    Patxi Andion

    80.5

    Ana Toroja

    83

    Andrea Echevarria

    84.75

    Shakira Perez

    83.5

    Average = 83.67

    100
    90
    80
    70
    60
    50
    40
    30
    20
    10
    0

    last month
    week 1
    week2
    week3
    week4
    conversion

    The QUALITY TARGET for the month of january was 90%, as


    we can see in the graph from 10 of my agents only 1 met the target, and
    9 were below the target.

    Areas of opportunity

    Probing questions:

    1.
    2.

    Agents are not asking all the questions concerning the item.
    Active listening when gathering customers information.

    3.

    Ineffective use of the information gathered from probing.

    Closure:

    1.

    Agents are not following the closing script properly.

    First email

    Action plan

    Action plan

    Quality results in January


    AGENT NAMES

    QA

    Gustavo Cerati

    90

    Fito Paez
    Andres Calamaro

    82.5
    90

    100
    90
    80
    70
    60
    50
    40

    Jose Espinetta

    88

    Pedro Aznar

    92.5

    20

    Sandro Gomez

    85.5

    Patxi Andion

    80.5

    Ana Toroja

    83

    Andrea Echevarria

    84.75

    Shakira Perez

    83.5

    Average =86

    30

    10

    last month
    week 1
    week2
    week3
    week4
    conversion

    The QUALITY TARGET for the month of february was 90%, as


    we can see in the graph from 10 of my agents only 3 met the target, one
    was above and 7 were below the target.

    Second email

    QUESTIONS?

    You might also like