This is a report presentation I put together as an acting Lead Trainer. The report encompasses some of the key areas we look at after a recent new hire agent graduates from training.

1. Lead Trainer Report
Created By: Justin Huber

2. NH Quality Evaluations by Class
ICS-001A15003
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3. NH Quality Evaluations by Class
ICS
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4. Agent Name Date ACD Calls Total ACW (Hours) ACW (Min) AHT (minutes) Calls
Frnka, Edward 1/2/2016 1 1.369166667 82.15000002 70.28 34
Frnka, Edward 1/2/2016 4 3.570833333 53.5625 66.0375 34
Lichenstein, Infinit 1/2/2016 1 0.52 31.2 61.08 28
Smith, Michael 1/5/2016 5 1.923666667 23.084 54.296 50
Walls, Lisa 1/12/2016 4 2.022 30.33 52.895 14
Frnka, Edward 1/7/2016 6 2.562833333 25.62833333 52.41666667 50
Aguero, Alex 1/7/2016 6 3.486666667 34.86666667 49.375 42
Nishimoto, Kevin 1/7/2016 1 0.168 10.08 49.13 69
Hill, Luke 12/31/2015 7 4.876333333 41.79714285 48.82857143 43
Smith, Michael 1/4/2016 1 0.500333333 30.01999998 46.53 50
Wright, Byron 12/31/2015 8 4.018666667 30.14 46.3125 37
Lichenstein, Infinit 12/28/2015 1 0.377833333 22.66999998 46.2 28
Taylor, Natasha 12/31/2015 5 1.739666667 20.876 44.676 36
Moore, Robert 1/11/2016 1 0.095833333 5.74999998 44.52 26
Frnka, Edward 1/9/2016 1 0.553333333 33.19999998 43.53 50
Walls, Lisa 12/29/2015 1 0.486666667 29.20000002 43.48 27
Frnka, Edward 1/11/2016 1 0.083833333 5.02999998 42.73 25
Smith, Michael 1/2/2016 8 3.181333333 23.86 42.58375 35
Moore, Robert 12/28/2015 7 2.705333333 23.18857143 42.29714286 36
Frnka, Edward 1/5/2016 1 0.376166667 22.57000002 40.67 50
NH AHT Report

5. ICS
AHT/ACW

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5
10
15
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25
30
35
26-Dec 27-Dec 28-Dec 29-Dec 30-Dec 31-Dec
BU AHT / ACW for December 12/26-12/31
AHT ACW
Month Total Average
AHT – 18.20 min
ACW – 25.97 min

7. 0
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35
40
2-Jan 3-Jan 4-Jan 5-Jan 6-Jan 7-Jan 8-Jan 9-Jan 10-Jan 11-Jan 12-Jan 13-Jan
BU AHT / ACW for January
AHT ACW
Month Total Average
AHT – 19.08 Min
ACW – 28.76 Min

8. ICS
Top Box / Top 2 Box

9. 52%
9%
20%
12%
4%
1%
2%
TOP 2 BOX
100%
90%
80%
70%
60%
50%
0%

10. 27%
5%
26%
17%
13%
9%
3%
TOP BOX 100%
90%
80%
70%
60%
50%
0%

11. ICS
January CTAT Scores

12. 0
0%
1
1%
2
2%
8
9%
9
13%
10
68%
January Customer Satisfaction Survey (CSTAT) Scores
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13. CSTAT Low Score Samples
Score
0 I am so disappointed that my 2016 Terrain don't have a CD player! I listen to CD daily. I'm not in to MP3
players.
1 I still have the same problem I called about...
1 I will never buy another Buick my next vehicle will be BMW. I dealt with a shoddy salesmen
2 Poor Car Repair/Upkeep Maintenance at the dealership.
2 I like the car for the most part BUT some easy things were overlooked HDMI plugs, Nothing i would plug in still has red yellow white
component cables IE Apple TV or any current gaming systems. Customer service is a nightmare the people do not know the car at all and if
you ask a question they refer you to a dealer who also doesn't have a answer for what i would think to be a simple question can my 2015
100k Escalade be updated with the 2016 car play cost is not the question I'm more then willing to pay then when they don't have a answer i
get a Attitude like why should I think GM would know that answer its a dealer question Come on
2 first impressions are not good so doubtful at this time.
2 I had bought a suburban that was a certified pre owned. The home dealership was too far away for annual service. Would
let me transfer the program. The home dealership, Barrett Chevrolet in Berlin md failed to properly fox my vehicle several
times. Had to go to two other dealerships to learn most of the seals were installed backwards and upside down.
3 Because of the On-Star system in the car (Navigation, Bluetooth & Sirius Radio) Radio works good but there
are to many fees to make it all work togheter, but the Navigation System is a JOKE.
3 Because I paid $50k for a car with a navigation system that's has 4 year old maps and you not only wont
update them you won't tell me what the problem is or give any idea when you might fix it!
4 It is important to note that while the salesman was able to sell me my car he did not know the features, and
new costs quickly added up. Was I lied to at the purchase of my car?