evergood – email support october performance review
TRANSCRIPT
EVERGOOD EMAIL
RECEIVING & DISTRIBUTING OF EMAILS
ANSWERING OF EMAILS
SENDING OF ANSWERED EMAILS
PREPARING & SENDING OF REPORTS TO CLIENT
Me-an’s Team
ATTENDANCE
ATTENDANCE
Agents Name EXPECTED PRESENT ABSENCES TARDY SUSPENSION OVERTIME FILED VL RD
MURILLO, ENRICO 22 19 3 1 0 0 0 9
OBSUNA, MARIAN 22 21 1 3 0 0 0 9
PAZ, JIMMY 19 19 0 4 0 0 2 10
PENOLIO, ROSE 13 11 2 0 0 0 10 8
RECTO, FARRAH 22 22 0 2 0 0 0 9
SOBERANO, RONNEL 23 23 0 0 0 0 0 8
TOTAL: 121 115 6 10 0 0 12 53
AGENT'S NAME
EMAIL HANDLED
TOTAL EMAIL ANSWERED
DUPLICATE ESCALATEDHANDLED /SENT ITEMS
MURILLO, ENRICO 3574 2773 801 0
OBSUNA, MARIAN 4007 3176 831 0
PAZ, JIMMY 3570 2955 614 1
PENOLIO, ROSE 1483 1234 245 4
RECTO, FARRAH 4764 3942 820 2
SOBERANO, RONNEL 4822 4060 762 0
TOTAL: 22220 18140 4073 7
AGENT’S EMAILS PRODUCTIVITY
AGENT'S NAME
Activity Summary of SENT EMAILS
TOTAL TOTAL OTHER EMAIL
CANCELLATION REFUND QUERIES
MURILLO, ENRICO 447 115 2211
OBSUNA, MARIAN 1057 347 1772
PAZ, JIMMY 808 149 1998
PENOLIO, ROSE 111 53 1070
RECTO, FARRAH 486 280 3176
SOBERANO, RONNEL 428 226 3406
TOTAL: 3337 1170 13633
Evergood Email Support Month End Report-Oct2009
TEAM ME-AN
Oct-09
ATTENDANCE EMAIL HANDLED Activity Summary of SENT EMAILS
EMAILS ANSWERED
DUPLICATE
ESCALATED
TOTAL EMAIL TOTAL TOTAL OTHER EMAIL
TARGET ACTUAL RECEIVED /SENT ITEMS HANDLED CANCELLATION REFUND QUERIES
AGENTS NAME
MURILLO, ENRICO 22 19 3574 2773 801 0 3574 447 115 2211
OBSUNA, MARIAN 22 21 4007 3176 831 0 4007 1057 347 1772
PAZ, JIMMY 19 19 3570 2955 614 1 3570 808 149 1998
PENOLIO, ROSE 13 11 1483 1234 245 4 1483 111 53 1070
RECTO, FARRAH 22 22 4764 3942 820 2 4764 486 280 3176
SOBERANO, RONNEL 23 23 4822 4060 762 0 4822 428 226 3406
TOTAL: 121 115 22220 18140 4073 7 22220 3337 1170 13633
TEAM ME-AN Evergood Email Support Month End Report-PERCENTAGES Oct2009
Agents EMAIL HANDLED Activity Summary of SENT EMAILS
EMAILS ANSWERED TOTAL TOTAL TOTAL OTHER EMAIL
Utilization% RECEIVED /SENT ITEMS Duplicates CANCELLATION REFUND QUERIES
& Escaltion Emails
MURILLO, ENRICO 91.00% 3574 77.59% 22.41% 16.12% 4.15% 79.73%
OBSUNA, MARIAN 87.68% 4007 79.26% 20.74% 33.28% 10.93% 55.79%
PAZ, JIMMY 96.14% 3570 82.77% 17.23% 27.34% 5.04% 67.61%
PENOLIO, ROSE 48.48% 1483 83.21% 16.79% 9.00% 4.29% 86.71%
RECTO, FARRAH 100.79% 4764 82.75% 17.25% 12.33% 7.10% 80.57%
SOBERANO, RONNEL 106.35% 4822 84.20% 15.80% 10.54% 5.57% 83.89%
SCORE CARD
SCORE CARD
ATTENDANCE PRODUCTIVITY TOTAL
MURILLO, ENRICO 37.63% 37.25% 74.88%
OBSUNA, MARIAN 44.25% 48.44% 92.69%
PAZ, JIMMY 49.75% 44.31% 94.06%
PENOLIO, ROSE 44.00% 33.18% 77.18%
RECTO, FARRAH 49.75% 36.76% 86.51%
SOBERANO, RONNEL 50.00% 34.79% 84.79%
TOTAL 45.90% 39.12% 85.02%
QUALITY ANALYSIS
MONTHLY AGENT SUMMARY BOARD
QA SCORE SUMMARY REPORT
WEEK WK 2 WK 3 WK 4 WK 5 TOTAL AUDITS VALID INVALID AUDITS SCORE QA SCORE
Murillo Enrico Paolo 98% 100% 100% 87% 4 3 1 75
96%
Obsuna Marian Vanessa97% 96% 100% 3 3 0 100
98%
Paz Jimmy98% 94% 2 2 0 100
96%
Penolio Rose 94% 100% 100% 3 3 0 100
98%
Recto Farrah Criselda 98% 100% 100% 97% 4 4 0 100
99%
Soberano Ronel 91% 99% 100% 100% 4 4 0 100
98%
WEEKLY 96% 98% 100% 96% 0% 20 19 195
97%
QA REPORT
AREAS OF STRENGTH
Proper cancellation, refund & escalation of emails.
Correct usage of template in every email concern.
AREAS OF OPPORTUNITIES
Tardiness and Absences
ACTION TAKEN
Coaching regarding attendance issue
Monitoring of attendance record
Wake up call