Weekly QA Report - Report Summary

(V 1.2 Rev 12/14/2011)

Report Information
Report Date:

01/10/12

Client Name / LOB(s):

Site / Location:

DirecTV/BGI

Augusta, GA

QA Report Summary
Report Name

Summary of Report (TOP ISSUES/TRENDS/IMPROVEMNTS)

Current MTD QA Average: 69.56% (TRENDING UP)
MTD Monitors Completed: 156

Quality Overview
An increased number of coachings completed by supervisors has resulted in more consistency in
agent call handling and an overall positive trending for quality scores.

Quality Heat Map

Top 3 Missed Components:

1. Champion DIRECTV Value - Agents are having difficulty determining when to talk about additional
products and services that DirecTV offers and tying them into the reason for the customer's call. In
many cases, when agents offer additional options they do not fully explain the features and benefits,
and therefore the customer's do not see additional value.
2.
Showhave
Empathy
& Engage
- Agents
are month
focusing
quickly handling
callsable
andtoare
not takign
the
Scores
increased
from the
previous
ason
supervisors
have been
coach
and develop
more agents on a daily basis.

QA Progression Report

Coaching &
Acknowledgement Report

Total Observations Not Coached: 89

Total Observations Not Acknowledged: 111
Total % Coaching within 48 Hours: 32.28%
Total % Acknowledgement within 48 Hours: 24.05%

Teleperformance QA ReportReport Summary

V 1.2 Rev 12/14/2011

Page 1 of 5
Teleperformance Confidential
For Internal Use Only

Print Date: 3/5/2014 11:53 AM

ev 12/14/2011)

Teleperformance QA ReportReport Summary

V 1.2 Rev 12/14/2011

Page 2 of 5
Teleperformance Confidential
For Internal Use Only

Print Date: 3/5/2014 11:53 AM

Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Values

Program / ACCM / Supervisor / Agent

Agents NLE
Unknown
Unknown
Dunn, Gerreanda M
Bailey, Valeria N
West, Darrien M
Bell, Jamie L
Moore, Phillip
Center Manager
Unknown
Wright, Carlibia D
Shook, Ann M
DirecTV AGSTA BGI
Baskett, Teri L
McNorrill, Savannah D
Gardner, Patnesha M
Washington, Tiffany S
Latimore, Christopher L
Weaver, Shameka M
Griffin, Shermonica M
Yancey, Ricshey R
Wilson, Yoce R
West, Antoinette S
Johnson, Kimberly A
Graves, Briana N
Crosby, Sondrea B
Chisolm, Annie R
Carter, Ashley K
Gormley, Paul D
Anthony, Paulette
Batten, Ollie J
Davis, Adrian E
Farmer, Kyla M
Grant, Chakikia L
Johnson, Shannon R
Jones, Watassa A
Thomas, Brittney D
Moss Wylie, Jasmine L
Newsome, Terry S
Parker, LaTonya D
Spencer, LaPorcha K
Wells Jr, Rodney F
Henderson, Angela M
Burnett, Marquita C
Bush, Shequita
Cummings, Dawn L
Holmes, Janice C
Holt, James D
Kenyon, Ashlee B
Mayfield, JaNae M
McDowell, ChaBria P
Mitchell, Shonta'Lisa R
Nipper, Jasmine S
Parrott, Lauren A
Desboeufs, Amanda M
Fairell, Latoya D
Finnie, Andrew P
Gilchrist, Victoria S
Pryor, Franceswai L
Smith, Ciara D
Latimore, Jonathan L
Jones, Casandra L
Lattimore, Jasmine D
McCuller, Karisma J
Abrams, Khadijah S
Marchan, Barbara A
Perkins , Destiny D
Ricketts, Peter C
Streeter, Alexandra O

Monitor
Count
7
5
5
1
1
1
1
1
2
2
1
1
151
151
15
3
1
1
1
1
1
1
1
1
1
1
1
1
12
1
1
1
1
1
1
1
1
1
1
1
1
19
1
1
2
2
1
1
1
1
1
1
1
1
1
1
1
1
1
13
1
1
1
1
1
1
1
1
1

Average Time to
Coach
95.59
103.71
103.71
51.62
57.23
169.76
141.94
97.99
75.30
75.30
77.18
73.43
82.56
82.56
109.22
143.36
74.02
72.65
23.95
23.46
172.23
171.20
169.89
118.21
97.30
95.56
95.28
94.45
65.21
53.81
52.55
52.20
50.96
1.93
50.24
49.76
69.72
101.34
101.02
100.00
99.03
117.03
48.38
194.41
110.20
109.12
191.55
191.08
190.80
172.03
171.02
169.73
168.81
168.16
24.47
24.22
23.86
23.50
22.93
57.78
45.18
27.30
26.72
52.05
22.24
23.93
54.90
53.40
53.50

Average Time to
Acknowledge
136.89
144.78
144.78
192.13
122.08
169.76
141.94
97.99
117.18
117.18
91.13
143.23
99.03
99.03
129.39
155.58
112.81
167.30
118.54
61.36
172.23
171.20
169.89
118.21
97.30
95.56
95.28
94.45
81.82
69.75
67.45
160.32
70.22
24.52
52.85
63.42
71.93
101.34
101.02
100.00
99.03
124.61
192.43
194.41
110.20
109.12
191.55
191.08
190.80
172.03
171.02
169.73
168.81
168.16
24.47
24.22
23.86
23.50
22.93
96.64
188.98
27.86
43.64
169.12
22.87
140.16
67.87
123.95
67.00

% Coached
48 Hours
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
33.77%
33.77%
13.33%
0.00%
0.00%
0.00%
100.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
8.33%
0.00%
0.00%
0.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
36.84%
0.00%
0.00%
50.00%
50.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
100.00%
100.00%
100.00%
100.00%
38.46%
100.00%
100.00%
100.00%
0.00%
100.00%
100.00%
0.00%
0.00%
0.00%

% Acknowledged 48 Total Monitors Not

Hours
Coached
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
25.17%
25.17%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
8.33%
0.00%
0.00%
0.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
36.84%
0.00%
0.00%
50.00%
50.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
100.00%
100.00%
100.00%
100.00%
23.08%
0.00%
100.00%
100.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%

3
3
3
0
0
1
1
1
0
0
0
0
86
86
10
2
0
0
0
0
1
1
1
1
1
1
1
1
4
0
0
0
0
0
0
0
0
1
1
1
1
18
0
1
2
2
1
1
1
1
1
1
1
1
1
1
1
1
1
3
0
0
0
0
0
0
0
0
0

Total Monitors Not

Acknowledged
5
5
5
1
1
1
1
1
0
0
0
0
106
106
12
2
0
1
1
0
1
1
1
1
1
1
1
1
4
0
0
0
0
0
0
0
0
1
1
1
1
19
1
1
2
2
1
1
1
1
1
1
1
1
1
1
1
1
1
7
1
0
0
1
0
1
0
1
0
Page 3 of 5

Teleperformance QA ReportQuality C&A Report 48 HR

V 1.2 Rev 12/14/2011

Teleperformance Confidential
For Internal Use Only

Print Date: 3/5/2014 11:53 AM

Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Values
Wallace, Ebony S
Barnes, Takeisha C
Dunn, Jonathan R
Ward, Whitney C
Galvin, Corey J
Kaufman, Patrick C
Young, Christopher
Serrano, Michael
Williams, Qiana N
Odom, Esssence
McKenzie, Sasha B
Soles, Crystal C
Williams, Brittnee R
Henley, Brandon K
Joseph McCumber, Christina R
Wischmeyer, Jennifer D
Elliott, Linda L
Francis, Elise G
Downs, Alexis D
Bland, Brenda G
Benniefield, Sharon R
Barnwell, Brandi A
Safeeullah, Amira K
O'Neal, Raquel A
Wray-Adams, Michelle A
Wilson, Stacey T
Richardson, Stacy T
Williams, Suett M
Curry, KeAndra A
Adams, Shannon N
Butler, Latoya P
Carter, Lakeisha P
McIver, Serena R
Tillman, Krystal D
Dickinson, Danielle J
McRae, Tiffany T
Neal, Lakeshia N
Robinson, Victor D
Savoy, Brandon A
Dunn, Charnaya D
Foreman, Taiesha L
Gaines, Arshea P
Love, April A
McDowell, Sharmese G
Walden, Queira L
Williams, Kristy R
Slater, Quamar T
Hodge, Stephanie D
Griffin, Logan P
Brown, Ryan T
Dokes, Ashley L
Willingham, Niki N
Tutt, Mya V
Soles, Todd M
Myles, Amanda R
Gibbons, Lakia S
Blount, Tomeka L
Jackson, Jontae R
McMillian, Leondra J
Pryor, Owen B
Reeves, Shatarra J
Prince, Atiya P
Drye, Joseph H
Wright, Joann A
Wright, Jessica A
Walker, Shayeeta V
Brooker, Kashema L
Evans, Linda G
Fraatz, Tara L
Jennings, Tammyria D
Steed, Asia B

1
1
1
1
10
2
1
1
1
1
1
1
1
1
14
1
1
1
1
1
1
1
1
1
1
2
1
1
21
2
3
2
1
1
2
1
1
1
1
1
1
1
1
1
1
16
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
14
1
1
1
1
1
1
1
1

53.47
124.81
119.23
94.39
97.87
61.04
77.12
35.30
73.48
174.03
126.47
124.55
123.70
121.99
49.23
105.34
31.24
53.34
75.32
4.55
76.73
75.40
29.88
30.00
29.97
29.75
94.13
23.77
81.76
58.09
69.43
14.12
47.83
167.42
83.23
120.18
118.05
117.78
117.11
99.46
97.76
96.70
96.06
95.59
23.83
96.26
79.09
78.76
71.54
29.75
32.68
147.77
146.92
146.11
144.24
142.83
102.27
100.64
99.39
98.60
95.30
24.33
54.20
48.92
49.70
85.38
46.81
31.42
67.65
67.07
25.88

66.40
124.81
119.23
94.39
117.62
89.82
77.92
125.09
122.82
174.03
126.47
124.55
123.70
121.99
76.29
168.80
168.46
87.52
75.99
19.22
76.83
76.66
47.03
93.71
45.81
45.05
94.13
23.77
87.98
84.66
84.33
19.69
69.53
167.42
83.23
120.18
118.05
117.78
117.11
99.46
97.76
96.70
96.06
95.59
23.83
103.04
79.57
79.93
87.59
120.34
32.79
147.77
146.92
146.11
144.24
142.83
102.27
100.64
99.39
98.60
95.30
24.33
81.59
144.54
50.32
142.30
47.03
124.78
92.55
67.22
121.94

0.00%
0.00%
0.00%
0.00%
20.00%
50.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
57.14%
0.00%
100.00%
0.00%
0.00%
100.00%
0.00%
0.00%
100.00%
100.00%
100.00%
100.00%
0.00%
100.00%
33.33%
50.00%
33.33%
100.00%
100.00%
0.00%
50.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
18.75%
0.00%
0.00%
0.00%
100.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
50.00%
0.00%
0.00%
0.00%
100.00%
100.00%
0.00%
0.00%
100.00%

0.00%
0.00%
0.00%
0.00%
10.00%
50.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
42.86%
0.00%
0.00%
0.00%
0.00%
100.00%
0.00%
0.00%
100.00%
0.00%
100.00%
100.00%
0.00%
100.00%
28.57%
50.00%
33.33%
100.00%
0.00%
0.00%
50.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
12.50%
0.00%
0.00%
0.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
100.00%
35.71%
0.00%
0.00%
0.00%
100.00%
0.00%
0.00%
0.00%
0.00%

0
1
1
1
5
0
0
0
0
1
1
1
1
1
2
0
0
0
0
0
0
0
0
0
0
0
1
1
16
1
1
1
0
1
2
1
1
1
1
1
1
1
1
1
1
11
0
0
0
0
0
1
1
1
1
1
1
1
1
1
1
1
3
0
0
0
0
0
0
0
0

0
1
1
1
8
1
0
1
1
1
1
1
1
1
5
1
1
0
0
0
0
0
0
1
0
0
1
1
17
2
1
1
0
1
2
1
1
1
1
1
1
1
1
1
1
12
0
0
0
1
0
1
1
1
1
1
1
1
1
1
1
1
7
1
0
1
0
1
0
0
1
Page 4 of 5

Teleperformance QA ReportQuality C&A Report 48 HR

V 1.2 Rev 12/14/2011

Teleperformance Confidential
For Internal Use Only

Print Date: 3/5/2014 11:53 AM

Weekly QA Report - Quality Coaching and Acknowledgement Report (V 1.2 Rev 12/14/2011)
Quality Coaching and Acknowledgement Report
NOTE: Coaching report is based on MTD QA Observations
RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Values
Shook, Michael E
Rivers, D'Arah C
Pooser, Bryant L
Ward, Lekita A
Palmer, Amanda C
Pigford, Addelle M
Jackson, Kimberley R
Golden, Shana S
Avery, Tiffany T
Jones, Shanna N
Petty, Megan A
Moore, Rahmel J
Butler, Que B
Wertz, Arce'Andrea
Oliver, Vermetria B
Wolfe, Erica N
Adeleke, Iyanuoluwa I
Brown, Randi S
Hawkins, Felicia L
McCladdie, Brittany S
Perry, Keilah C
Gilmore, Bridget S
Hall, Carvonne M
Smith, Deidre Y
Williams, Joshlyn L
Program Overall

1
1
1
1
1
1
4
1
1
1
1
13
1
1
1
1
1
1
1
1
1
1
1
1
1
158

41.76
62.79
37.25
142.86
26.30
25.06
97.08
28.13
167.52
96.96
95.71
76.78
3.55
4.26
92.80
24.90
22.60
22.00
21.33
20.83
20.50
192.97
192.10
190.76
189.53
83.13

42.57
71.55
43.30
142.86
26.30
25.06
119.75
118.83
167.52
96.96
95.71
80.34
48.64
5.42
92.80
24.90
22.60
22.00
21.33
20.83
20.50
192.97
192.10
190.76
189.53
100.70

100.00%
0.00%
100.00%
0.00%
100.00%
100.00%
25.00%
100.00%
0.00%
0.00%
0.00%
61.54%
100.00%
100.00%
0.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
0.00%
0.00%
0.00%
0.00%
32.28%

100.00%
0.00%
100.00%
0.00%
100.00%
100.00%
0.00%
0.00%
0.00%
0.00%
0.00%
53.85%
0.00%
100.00%
0.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
0.00%
0.00%
0.00%
0.00%
24.05%

0
0
0
1
1
1
3
0
1
1
1
11
0
0
1
1
1
1
1
1
1
1
1
1
1
89

0
0
0
1
1
1
4
1
1
1
1
11
0
0
1
1
1
1
1
1
1
1
1
1
1
111

Page 5 of 5
Teleperformance QA ReportQuality C&A Report 48 HR
V 1.2 Rev 12/14/2011

Teleperformance Confidential
For Internal Use Only

Print Date: 3/5/2014 11:53 AM