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Agent name: Alberto Morales
CSAT: 83.3%
FCR: 87.50%
Contact ID: 166706296875
Comments: Order lost after delivery and agent processed the full refund, provided the correct expectations so customer left the chat satisfied.
Contact ID: 166595495377
Comments: Customer wanted to confirm the order status and shipping charges, agent provided the tracking details and EDD with kindness. Great job by assisting our customers in a timely manner, utilizing empathy statements and options to resolve the issue.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.
Week Sep 18 - 24
Agent name: Juan Salvador
CSAT: 77.8%
FCR: 77%
Contact ID: 166706284901
Comments: Order late to arrive and customer wanted to confirm the order status and requested compensation, agent provided the correct expectatios and processed the 10% off to compensate the inconvenience. Agent has excelent communication skills utilizing empathy statements and options to resolve issues, keep on that way to improve your metrics and avoid performance process.
Contact ID: 166595495209
Comments: Order lost after delivery and customer requested a replacement order, however, the option is not available for store deliveries so the agent provided the correct expectations to process full refund. Great job on handling your AHT in order to give more time to our customers to reply.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.
Week Sep 18 - 24
Agent name: Emelin Figueroa
CSAT: 99.98%
FCR: 90.89%
Contact ID: 166706287298
Comments: Missing items, agent confirmed the status of the order and provided the correct expectacions to proceed with the replacement order.
Contact ID: 1667062661709
Comments: Order lost after delivery and agent offered replacement, the customer requested full refund due the item was bought in the store. Agent provided the correct expectations with kindness in a timely manner and offered options to resolve the customer’s concern, good job.
Coaching opportunity: You provided the correct information to our customers, just remember to promote the self serve option.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.
Week Sep 18 - 24
Agent name: Katherine Larios
CSAT: 87.50%
FCR: 75.01%
Contact ID: 166706299334
Comments: Missing item from shipment, agent processed a full refund utilizing empathy statements, keep doing a great job. Just remember to provide the expectations about the refund timeline (Gift Cards: 3 hours).
Contact ID: 166595492031
Comments: Order lost after delivery and customer requested full refund, agent processed the full refund and provided the correct expectations. Keep doing a great job and increasing the CSATs. The interaction was very fluid, Katherine takes the ownership of the chat and provide the best resolution to the customer.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.
Week Sep 18 - 24
Agent name: Diego Villatoro
CSAT: 86.65%
FCR: 78.32%
Contact ID: 166595511962
Comments: Damaged item, customer requested an adjustment to keep the item but customer has a lot requests for the same issue. Agent adivsed to return the item to the store or via mail to get it resolved. Agent provided the correct expectations in a timely manner to reduce the AHT.
Contact ID: 166595493420
Comments: Order cancelled due IP address, agent provided the correct information and reason why the order was cancelled to proceed with the correct expectations, good job Diego.
Coaching opportunity: We should try to use all information and resources available to address the issue asap, avoiding that the customer repeats himselft. Also, you can try probing questions related to the issue as needed to acknowledge the information in every chat.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.
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