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Midyear Swot Analysis 2013

Satisfactory Essays

S Brewer 2016 Midyear Review Guidelines Summary

1. Strengths:
You met expectations in the following performance areas: AHT- 300.7, Adherence%-90.26%, NPS% -27% , AFD-7.02, Unscheduled Attendance%-5.98%,
You exceeded expectations in the following performance areas: Sales points to goal % - 212%, Silence% - 5.8%
Comments: You do a great job with your RGUs. Take every opportunity to upsell our products to our customers. Getting our customers into advanced products will make them happier with our service. Your AHT (Average Handle Time) was 100 sec under the goal and you have a great sense of urgency to get back to your customers. Shannon you have the lowest Silence on the team, and you exceed at working with your customers. Adherence is again …show more content…

Your Rep Rating is low for the review period. To improve your customer survey scores you need to work on the following: work on how you deal with upset customers with a lighter tone, you have to make sure that the customer understands that you want to help them. You need to make sure that you are following the BPA call flow to make sure that you are hitting all the required points of the BPA score cards. Your unscheduled attendance is a little high I know that you have had a few family issues that came up unexpected . You are out of goal for QC errors. To improve your error % you need to work on the following (specifics you have found that drive their error % up).
Additional areas of focus: We must continue to focus on improving the customers’ experience with Mediacom. We will continue coaching on soft skills, dealing with upset customers, voice tone, and first call resolution. For the review period you were surveyed 545 times with a 27% NPS and 7.38 Rep Rating. We will continue focus on customer experience with BPA coachings and customer surveys.
3. Scorecard Rating:
For the review period your scorecard average was 49.4, which puts you in the Developmental range. By focusing on the areas outlined for improvement, you can increase your scorecard % to 55.0 by the annual review.

4. Overall

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