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 custome

You are the PRT in charge of Wave 100, they are currently in week 2 of live call taking and this Wave is struggling with
Find below the Wave details:
Account Details:

Account KPIs --> NRS, Issue Resolution

New Hire Class started in December 2nd, 2022

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

NRS 40% 45% 50%
Issue Resolution 70% 75% 80%

EMPLID Complete Name NRS Issue Resoulution

123467123 Allan Erazo 100% 100%
125126547 Sonia Morales 85% 62%
129875643 Denia Fajardo 80% 50%
125467890 Ever Herrera 75% 48%
122345678 Lucia Gomez 90% 42%
123263765 Juan Santos 75% 43%
132341122 Cassandra Flores 73% 45%
164560087 Carlos Coto 70% 33%
174561435 Edwin Elvir 68% 25%
171230965 Ana Discua 50% 20%
113456743 Rafael Lopez 48% 33%
101023867 Sandra Carranza 0% -100%
TOTAL 67.8% 33%

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 we

Share your action plan for Wave 100 in a PPT (be creative)
all taking and this Wave is struggling with performance. We request your support on putting actions and recommendations in place to fix them.
recommendations in place to fix them.