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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:
1. Alejandra Serrano
CAST:
FCR:
AHT:
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.
2. David Mendez
CAST:
FCR:
AHT:
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.
3. Jackeline Lopez
CAST:
FCR:
AHT:
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. Luis Ramirez
CAST:
FCR:
AHT:
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. Debora Cabrera
CAST:
FCR:
AHT:
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. Sergio Juarez
CAST:
FCR:
AHT:
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.
7. Jose Maldonado
CAST:
FCR:
AHT:
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.
*****Thursday's Coaching:
1. Berenice Ortiz
CAST:
FCR:
AHT:
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.
2. Sebastian Mauricio
CAST:
FCR:
AHT:
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.
3. Erick Morales
CAST:
FCR:
AHT:
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:
FCR:
AHT:
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:
FCR:
AHT:
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:
FCR:
AHT:
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.
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