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PMT Magbanua Renzvin 06.10.2021 - WW24-1
PMT Magbanua Renzvin 06.10.2021 - WW24-1
PMP Scores
Month PMP Score Stack Rank Remarks Month PMP Score Stack Rank Remarks
January N/A N/A N/A July
February N/A N/A N/A August
March N/A N/A N/A September
April 2.88 43 October
May November
June December
Passing Score: 3.00
Stack Rank
Stack Rank Minimum Maximum
Blue 3.443368159 4.00
Green 3.25 3.442368159
Yellow 3.056631841 3.249
Red 0.00 3.055631841
Effective date: March 2021 until further notice
Qualifier:
Decision notice (disciplinary action) with sanction Written Reprimand (WR) and above disqualifies from getting from CSAT incentive and Tech bonus.
SNPS Score
4.00 3.75 3.50 3.25 3.00 2.50 2.00 1.50 1.00
Goal PMP Weight
Outstanding - Very Good - Good Fair Needs Improvement Poor Unacceptable Performance
65% 25% 100% 95% 85% 75% 65% 55% 45% 35% <35%
Team Performance:
Agent Performance:
April 2021:
May 2021:
June 2021:
Opportunities:
Your SNPS score for CSAT last week is 57% not meeting the goal of 70% and above because you were not able to provide good service and
assistance to the customer. You failed to properly utilize the available resources to come up with the best solution with also affects the
effectiveness of the solution you have provided to your customer…
WW24 - Failed to provide accurate resolution; Did not completely follow e shooter guide
Committed Action Plan(s):
For next week your target is at 60% by making sure to properly probe and understand the customer issues. Checking or confirming your
understanding of the issue from the customer will also help you to be more efficient in identifying what exact troubleshooting steps required to
help resolved the issue. Also, it will be more beneficial if you maximize all your resources and making sure it is readily available. Your support
resources will provide you a guide on how to properly troubleshoot or provide the best solution to your customer’s concern. Should the issue
become more complex and it’s not covered in the support resources you can always consult your Team Lead or ASGs for further assistance.
WW24 - Make sure to follow every step indicated in e shooter.; Seek help after exhausting all available resources or if there is somethings that is not
clearly.
Detractor %
4.00 3.75 3.50 3.25 3.00 2.50 2.00 1.50 1.00
Goal PMP Weight
Outstanding - Very Good - Good Fair Needs Improvement Poor Unacceptable Performance
5% 15% 0% 2% 3% 4% 5% 6% 7% 8% >8%
Agent Performance:
You detractor % last month was at 14.29% which is not meeting the goal of 5% and below. You were not able to provide good service and assistance
to the customer. You failed to properly utilize the available resources to come up with the best solution with also affects the effectiveness of the
solution you have provided to your customer
Callback Compliance
PMP Weight 4.00 3.50 3.00 2.50 2.00 1.50 1.00
Goal Outstanding Very Good Good Fair Needs Improvement Poor Unacceptable Performance
90% 10% 100% 95% 90% 85% 80% 75% <75%
Show Up Rate
PMP 4.00 3.50 3.00 2.50 1.50 1.00
Weight Outstanding Good Good Fair Poor Unacceptable Performance
1 UA/1 instance or 3 UAs/2 instances or 14 >4 UAs/3 instances or
10% 0 UA/0 Tardiness 2 UAs 4 UAs
5 minutes tardiness minutes tardiness >=15 minutes tardiness
Kronos Timecard
Strengths:
Good job in meeting the goal 0 absences and below with a score of 0 for Unscheduled VL/AWOL and SL by reporting to work during your assigned
shift and staying healthy.
Opportunities:
Absenteeism: Tardiness:
Scheduled Absenteeism (SA/VL): 0.50 Total no. of instances: 0
Unscheduled Absenteeism (US/EL/SL/PRSL): 0 Total no. of minutes: 0
03/01/2021 – 0.50 VL due to APE retake
Date of incident:
Strengths:
99.64% very good (April 2021)
Opportunities:
Committed Action Plan(s):
Good job in meeting the goal because you were able to adhere to your plotted scheduled breaks, lunch and plotted aux.
Opportunities:
Your AHT for last month (April) is at 16 minutes. You were not able to meet the target of 15 minutes and below because of not being able to close
the call within the time frame given due to the nature of the customer’s concern. There were also instances where in you need to place the
customer on long hold to check for an update on the status of their ticket.
Committed Action Plan(s):
For next week your target is 15.00 minutes and below, by making sure to properly probe and understand the customer issues. Checking or
confirming your understanding of the issue from the customer will also help you to be more efficient in identifying what exact troubleshooting steps
required to help resolved the issue. Maximizing your support resources is also helpful to be more efficient and this will reduce your hold time. Also
practicing your multitasking skills will also help as this will reduce your ACW which helps to lower your AHT further.
WW 23 – Still continue previous action plan as we see improvement on your AHT slowly but surely.
Other Discussions
Highlights:
N/A
Lowlights: Committed Action Plan(s):
N/A N/A
Reported issue(s)/question(s)
Action Item(s) Open Date Status Remarks
Kronos time stamp 05/26/2021 Closed Pending, Kredit Approval for May 26
Kronos time stamp 05/28/2021 Open RDOT (no schedule plotted)
Payroll ATM 06/10/2021 Closed Forwarded email for UB ATM application
UPDATES
1. Email Subject:
• Reminder: Code of Conduct vs. Possible Survey Manipulation
2. Other reminders:
• N/A
__________________________________________________________________________________________________________________________
Agent confirms understanding and commitment with all the discussion stated above conducted via Zoom meeting.