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  • Training Test

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    Fernando Abrego
    7 views3 pages
    The document provides performance metrics for several agents across various tests and evaluations. It shows that Veronica scored 100% on all tests but may lack social skills, while Elise scored lower on some tests but is very participative and dedicated. A separate table provides call center agent performance data on response rates, customer satisfaction surveys, and whether any quality assurance or policy violations occurred.

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    Management

    Original Title

    Training test

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    The document provides performance metrics for several agents across various tests and evaluations. It shows that Veronica scored 100% on all tests but may lack social skills, while Elise scored lower on some tests but is very participative and dedicated. A separate table provides call center agent performance data on response rates, customer satisfaction surveys, and whether any quality assurance or policy violations occurred.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    7 views3 pages

    Training Test

    Uploaded by

    Fernando Abrego
    The document provides performance metrics for several agents across various tests and evaluations. It shows that Veronica scored 100% on all tests but may lack social skills, while Elise scored lower on some tests but is very participative and dedicated. A separate table provides call center agent performance data on response rates, customer satisfaction surveys, and whether any quality assurance or policy violations occurred.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    of 3

    Test 2 Test 3 Test Overall Overall

    Agents Test 1 CF1


    Regulator Softkills Average strengths weaknesses

    • Fast
    learning • Unexpected
    • Willingness absents trend
    to learn • Vey
    Veronica 100% 100% 100% 100%
    • Willingness introverted
    to adhere to • Lack of
    absent participation
    guidelines

    • Very • Attrition
    participative risk
    • Willingness • No
    to help her schedule
    peers during flexibility
    training • No ability
    • to multitask
    Determined
    and dedicated
    Elise 100% 70% 65% 78% to her goals
    Surveys received QA
    Agent CSAT Average QA Evaluation
    Count
    Policy Violation Average
    True 0 Total
    Monika 2 2 -100% 2 0 80%
    Jenny 1 1 -100% 2 0 75%
    Jhonny 1 1 -100% 2 0 70%
    Kevin 1 1 100% 2 2 96%
    Charles 1 1 -100% 2 0 90%
    Jessy 0 #DIV/0! 2 0 96%
    Team Average 1 5 6 17% 12 2 85%
    Day 1 Day 2 Day 3 Totals
    Name RR Survey RR Survey RR Survey Average RR Surveys
    Lorelei Paul 50.00% 3 100.00% 2 0.00% 2 50.00% 7
    Joselyn Rangel 33.33% 1 0.00% 2 0.00% 3 11.11% 6
    Riya Mendoza 100.00% 1 50.00% 1 100.00% 3 83.33% 5
    Braylen Rush 0.00% 1 0.00% 2 66.67% 3 22.22% 6
    Nigel Mckee 100.00% 2 50.00% 1 33.33% 1 61.11% 4
    Adrienne Stark 100.00% 1 100.00% 1 0.00% 1 66.67% 3
    Lorelai Chang 100.00% 3 0.00% 2 100.00% 3 66.67% 8
    Totals 69.05% 12 42.86% 11 42.86% 16 51.59% 39

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