Dear Candidate,

Thank you for applyting to the PRT position, below you will find the instructions to resolve your case.
Bell Phone is a company that provides Multiple Telecommunications services across the US and is focused on custo

You are the PRT in charge of Wave 150, they are currently in week 2 of live call taking and this Wave is struggling
Find below the Wave details:
Account Details:

Account KPIs --> NRS, Issue Resolution

New Hire Class started in March 27th, 2023

KPIs GOAL WEEK 1 GOAL WEEK 2 Week 3 (OPS)

NRS 50% 55% 60%
Issue Resolution 75% 80% 85%

EMPLID Complete Name Issue Resoulution NRS

101021331 Jose Santos 100% 100%
101021332 Ada Ochoa 85% 61%
101021333 Manuel Mejia 83% 60%
101021334 Edwin Moreno 80% 57%
101021335 Linda Flores 90% 50%
101021336 Karen Bonilla 78% 53%
101021337 Cassie Khorr 77% 55%
101021338 Carlos Jimenez 78% 49%
101021339 Ellen Donoso 71% 45%
101021340 Rita Villega 65% 40%
101021341 Ulises Uribe 68% 33%
101021342 Samuel Diaz 0% -100%
TOTAL 72.9% 42%

For this exercise, please complete the following:

Based on live call taking performance for (week 2), which trainees will you focus based on level of urgency to reach

Share your action plan for Wave 150 in a PPT (be creative)
ctions to resolve your case.
es across the US and is focused on customer experience.

e call taking and this Wave is struggling with performance. We request your support on putting actions and recommendations in place to fix

Survey Count
8
10
12
9
11
7
15
9
8
10
11
7
117

focus based on level of urgency to reach week 3 Targets faster and Why?
mendations in place to fix them.
Class Management

Trainee Jonas Doho is constantly missbehaving in class. He is disrespectfult tou you and his peers and he tends to m
You address this situation on a 1:1, however the agent had a careless attitude and there has been no improvement.
How would you handle this situation?

Share your action plan in a PPT

 tou you and his peers and he tends to make negative comments about the company.
e and there has been no improvement.