Notes

1. 4117993 Sergio Juarez 10 - 6:30
2. 5243213 Alejandra Serrano 8:30 - 5
3. 5743551 David Mendez 8:30 - 5
4. 5573940 Jackeline Lopez 8:30 - 5
5. 5916922 Luis Ramirez 8:30 - 5
6. 5878301 Jose Maldonado 10:30 - 7
7. 4343051 Kevin Gomez 10:30 - 7
8. 5126169 Erick Morales 10:30 - 7
9. 5520658 Ruthmaria Castillo 10:30 - 7
10. 5914630 Jorge Perez 10:30 - 7
11. 5913471 Berenice Ortiz 8:30 - 5 YS
12. 5880809 Sebastian Mauricio 8:30 - 5 YS
13. 5927899 Debora Cabrera 10:30 - 7 WR

*****Tuesday's Coaching: 25-1

1. Alejandra Serrano

CAST: 75.98%
FCR: 77.33%
AHT: 389.42

Contact ID: 167154483964
Comments: Order stuck in attempt to cancel but customer requested the full refund for order. Agent escalated the case to proceed with the full refund and provided the proper expectations. Order was refunded, customer left the chat, Alejandra could assist the customer in a timeline manner with kindness and empathy. Good job.

General topics:
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

2. David Mendez

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3. Jackeline Lopez

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4. Luis Ramirez

CAST: 58.06%
FCR: 59.15%
AHT: 676.14

Contact ID: 167154485293
Comments: Customer requested return for marketplace order due items were purchased in the store, agent offered the seller contact process to proceed with the return for full refund, if you have the option available to proceed with the full refund expected back you can submit it to avoid seconds contacts to resolve the issue.
Coaching opportunity: You need to provided the proper expectations about seller contact process, customer receives a response via email within 48 hours about the process.

General topics:
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.


5. Debora Cabrera

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6. Sergio Juarez

CAST: 81.84%
FCR: 90.92%
AHT: 934.23

Contact ID: 167154478984
Comments: Customer contacted us to return an item due incorrect size, item comes from marketplace partner, agent offered seller contact process to proceed with the refund/replacement option and provided the proper expectations. Just remember to use the refund option if it is available to reduce customers effort and seconds contacts to resolve the case. Keep on that way to reduce your AHT, resolving the issue in a timeline manner.

General topics:
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

7. Jose Maldonado

CAST: 80.00%
FCR: 70.33%
AHT: 786.34

Contact ID: 166901811585
Comments: Order outside return timeframe with 3 years extended warranty, customer requested replacement due item stopped working, however, agent escalated the case to proceed with the replace. Remember to refer customers with care plan after August 2018 to SquareTrade to make a claim for refund/replacement and they will be able to assist the customer. You are doing a great job reducing the AHT. If you are not sure about a process you can request help to proceed with the resolution.

General topics:
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.


1. Berenice Ortiz

CAST: 68.15%
FCR: 59.10%
AHT: 535.69

Contact ID: 167028571231
Comments: Package late to arrive, customer requested cancellation for item, agent requested the cancellation and provided the proper expectations with kindness and empathy.
We reviewed some common issues and expectations for future cases to resolve them in a timeline manner with the best resolution.

General topics:
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

2. Sebastian Mauricio

CAST: 76.93%
FCR: 44.23%
AHT: 740.37

Contact ID: 166901823476
Comments: Customer requested cancellation for membership due delivery and pickup options not available as requested, agent cancelled the membership and customer left the chat, you are doing good trying to reduce the AHT and taking the ownership of the chat, jut remember to use more empathy statements. Moving forward you provided the proper expectations to resolve the case.

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.


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3. Erick Morales

CAST: 47.06%
FCR: 47.06%
AHT: 805.58

Contact ID:
Comments:

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

4. Ruthmaria Castillo

CAST: 87.08%
FCR: 79.03%
AHT: 596.91

Contact ID:
Comments:

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

5. Jorge Perez

CAST: 74.19%
FCR: 69.19%
AHT: 496.87

Contact ID:
Comments:

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.

6. Kevin Gomez

CAST: 71.43%
FCR: 73.84%
AHT: 588.52

Contact ID:
Comments:

Reminders:
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.