Raw Data 2

Correct Dispoopening discovery resolution value_add services process
Yes EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE MET

Yes EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE EFFECTIVE MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE N/A EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE N/A INEFFECTIVE MET
Yes INEFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE NOT MET
Alejandro Lazala:
Yes INEFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE We used the 'Transpo
NOT MET
organize from horizon
questions of the QA Fo
Yes INEFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE - List of questions ran
NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE N/A EFFECTIVE MET
Yes EFFECTIVE EFFECTIVE INEFFECTIVE N/A EFFECTIVE MET
Yes INEFFECTIVE EFFECTIVE EFFECTIVE N/A EFFECTIVE MET
No EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE N/A INEFFECTIVE NOT MET
Yes EFFECTIVE INEFFECTIVE INEFFECTIVE N/A EFFECTIVE MET
Yes INEFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE MET
Yes INEFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE INEFFECTIVE NOT MET
Yes INEFFECTIVE EFFECTIVE EFFECTIVE N/A INEFFECTIVE NOT MET
Yes EFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE EFFECTIVE NOT MET
Yes EFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE N/A INEFFECTIVE NOT MET
Yes EFFECTIVE INEFFECTIVE INEFFECTIVE N/A EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE INEFFECTIVE N/A INEFFECTIVE MET
Yes EFFECTIVE INEFFECTIVE INEFFECTIVE N/A INEFFECTIVE NOT MET
No EFFECTIVE EFFECTIVE INEFFECTIVE N/A EFFECTIVE NOT MET
No EFFECTIVE EFFECTIVE EFFECTIVE N/A EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE INEFFECTIVE MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE EFFECTIVE NOT MET
Yes EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE INEFFECTIVE MET
No INEFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE NOT MET
No EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE EFFECTIVE NOT MET
Yes INEFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE INEFFECTIVE NOT MET
close PARETO 1 - PROCESO MANUAL
EFFECTIVE QA Form - VoiceTeam QTY % % Accum
Alejandro Lazala:
EFFECTIVE services 271 20.61% 20.61% To know the accumulated% you will pass t
EFFECTIVE process 257 19.54% 40.15%
EFFECTIVE resolution 253 19.24% 59.39% The second accumulated % you will be add
EFFECTIVE discovery 247 18.78% 78.17% Example:

EFFECTIVE opening 241 18.33% 96.50% 1st % Accumulated - Services = % of Erro
EFFECTIVE value_add 30 2.28% 98.78% 2nd % Accumulated - Process = % of Erro
EFFECTIVE close 11 0.84% 99.62% first one (20.61%)
EFFECTIVE Correct Disposition 5 0.38% 100.00%
After you have done the second % accumu
EFFECTIVE Total 1315 100.00%
N/A
N/A Alejandro Lazala:
To determine the % distribution by error am
AlejandroN/ALazala: divide the amount of error for each question
We used the 'Transpose' paste option to
N/A the total of errors.
organize from horizontal to vertical the list of
questionsN/Aof the QA Form.
Example:
N/A Services = 271 / Total errors = 1315 = 20.6
- List ofN/A
questions range: D1:K1
Alejandro Lazala: Remember to fix the amount of the total erro

N/A
the $, so you can easily drop down the form
N/A After identify the type of data we are using, we
count the amount of error by Question of the QA
N/A Form.
N/A
- Formula use: =COUNTIF(range, "type of error"
N/A
EFFECTIVE Remember to fix the range using the $. If you
EFFECTIVE have a:
- Desktop PC = F4
EFFECTIVE - Laptop PC = fn + F4
EFFECTIVE
EFFECTIVE Additionally, sum all the errors to know how much
is the total generated.
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dro Lazala:
w the accumulated% you will pass the first% of error equal to the other side.
ond accumulated % you will be adding the second % of error + the first accumulated %.
e:
Accumulated - Services = % of Error 20.61% | % Accumulated = the same (20.61%)
Accumulated - Process = % of Error 19.54% | % Accumulated = % of Error (19.54%) + % Accumulated of the

e (20.61%)
ou have done the second % accumulated, you only have to drop down the formula to the rest of the errors.
o Lazala:
mine the % distribution by error amount. We
e amount of error for each question between
of errors.
= 271 / Total errors = 1315 = 20.61%
er to fix the amount of the total errors with

you can easily drop down the formula.
Took
Branded Established Engaged Displayed Used proper Correct us of Maintained call ownership of
greeting relationship conversation proper energy manners language control the call
Yes Yes Yes Yes Yes Yes Yes Yes
Yes Yes Yes Yes Yes Yes Yes No
Yes Yes Yes Yes Yes Yes No No
Yes Yes Yes Yes Yes Yes No Yes
Yes Yes No Yes Yes Yes Yes Yes
Yes Yes No Yes Yes Yes Yes No
Yes Yes No Yes Yes Yes Yes Yes
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No Yes Yes Yes Yes Yes Yes No
Yes Yes Yes Yes No Yes Yes Yes
Yes Yes Yes Yes Yes Yes YES No
Yes Yes Yes Yes Yes Yes No Yes
No Yes No Yes Yes Yes Yes No
No Yes Yes Yes Yes Yes Yes No
Acknowledge Displayed No set wrong Efficiently Used NATO Attempted to Verified the
customer concerns correct policy expectations navigated tools alphabet de-escalate identity
Yes No Yes Yes Yes Yes Yes
No Yes Yes Yes Yes Yes Yes
Yes Yes Yes Yes Yes Yes Yes
Yes Yes Yes No N/A N/A Yes
Yes Yes Yes Yes N/A N/A N/A
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Offered futher
assistance
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Yes

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Correct Dispoopening discovery resolution value_add services process

Yes EFFECTIVE EFFECTIVE EFFECTIVE EFFECTIVE INEFFECTIVE MET

EFFECTIVE discovery 247 18.78% 78.17% Example:

Alejandro Lazala: Remember to fix the amount of the total erro

Accumulated - Process = % of Error 19.54% | % Accumulated = % of Error (19.54%) + % Accumulated of the

= 271 / Total errors = 1315 = 20.61%

er to fix the amount of the total errors with

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