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Raschel Del Magsael Interaction ID: a270a883123743938148f8aa1ce2851f Talk Time: 00:13:28
Concern: AA called in regarding the available jobs.
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Technical issue - Audio - the agent had some challenge hearing the AA clearly as the line of the AA is a bit static and vice versa.
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Language barrier - the AA didn't understand the agent clearly. There are some instances that the agent hasn't been clear about what she is saying.
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Due to failure of effective navigation of tools, the agent repeated the steps which was done by the previous agent (prescreen). It could have been better if the agent proceeded to rescheduling an appointment instead.
Rosalie Bartolome {for coaching} Interaction ID: 2ce4e83f974048e1ad6e18667882010e Talk Time: 00:12:25 Concern: AA called in to schedule an appointment
Process Markdowns: Not following procedure -
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Did not submit a merge application for the duplicated accounts due to not effectively utilizing the CRM tools to search for it.
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Did not check the branch prescreening page which requires the AA to complete the OBDs prior prescreening and scheduling an appointment.
Edsel Ann Alegarme Interaction ID: a328fd7294c54020829f0e7339c4c7cd Talk Time: 00:11:16 Concern: AA returned a call received from us. The AA is also looking for work.
Effective listening
- The agent did not clarify the answer of the AA on one of the questions of the branch regarding the experience, which compromised the quality.
Snoreen Joy Samodio Interaction ID: 0c0a983533f647388d5d0e413eeabf20 Talk Time: 00:13:57 Concern:
Process Markdown on Verification
- The agent could have utilized the use of TalkDesk number to pull up and quickly verify the application. She could have used phonetics effectively when pulling up or updating the information on file.