The document contains productivity and performance reports for administrators from 2015. It provides key metrics like calls handled, adherence rates, and identifies the most and least productive and efficient administrators. It also outlines tasks for the late shift like updating queues and issuing warnings. The late shift report summarizes call volumes for different functions. An assessment document evaluates customer service quality based on correctly establishing contact and verifying customer details.

1. FRAUD 2015

2. PRODUCTIVITY REPORT
Agent Names ACD Calls Extn In Calls Ext Out Calls Trans Out Productivity Adherence
Administrator 1 23 2 39 4 46 94.00%
Administrator 2 67 1 20 10 42 98.63%
Administrator 3 62 0 55 7 53 98.63%
Administrator 4 64 2 23 3 44 93.13%
Administrator 5 80 0 28 7 43 100.00%
Administrator 6 34 0 18 3 18 91.64%
Administrator 7 60 2 27 5 45 98.04%
Administrator 8 50 0 25 6 51 92.29%
Administrator 9 89 1 33 14 51 95.63%
Administrator 10 61 0 33 2 48 88.25%
Administrator 11 63 0 12 1 47 97.95%
Administrator 12 68 0 14 9 46 96.88%
Administrator 13 21 1 61 0 54 91.18%
Totals 742 9 388 71 588 95.06%
Administrator 9 * Most efficient.
Administrator 3 * Most productive.
Administrator 6 * Least efficient.
Most productive * Administrator 3
Least productive * Administrator 6
Most important measurement * Adherence

3. PERFORMANCE FEEDBACK
Least productive
- One-on-one discussion
- Verbal warning
- Coaching areas
Most productive
- Reward of recognition
- One-on-one discussion
- Development Plan

4. LATE SHIFT TASKS
1 Changing Queues
2 Customer query received from your manager
3 Hourly productivity stats for all teams
4 Warning to be issued to a staff member for consecutive late coming
5 Call listening across functions with feedback documents
6 Your rewards and recognition calendar needs to be completed
7 Late shift report for manager

5. LATE SHIFT REPORT
Good Evening, All
Please view the stats update for this evening:
Fraud Transfer: 67
Isms pilot: 89
Alerts: 375
Alpha: 372
Regards
Claude
Date: 2015/06/02 Late Shift Report
Name Login Time Logout time Skill
Administrator 1 08:00 AM 21:22Fraud Txfer
Administrator 2 09:00 AM 22:22Fraud Txfer
Administrator 3 10:00 AM 23:22Fraud Txfer
Administrator 4 11:00 AM 00:22Fraud Txfer
Administrator 5 12:00 PM 01:22Fraud Txfer
Administrator 6 01:00 PM 02:22Fraud Txfer
Administrator 7 02:00 PM 03:22Fraud Txfer
Administrator 8 03:00 PM 04:22Fraud Txfer
Administrator 9 04:00 PM 05:22Fraud Txfer
Administrator 10 05:00 PM 06:22Fraud Txfer
Administrator 11 06:00 PM 07:22Fraud Txfer
Administrator 12 07:00 PM 08:22Fraud Txfer
Administrator 13 08:00 PM 09:22Fraud Txfer

6. ASSESSMENT DOCUMENT
Work Quality Evaluation Sheet: Fraud Alerts
Name of Agent:
Jun-15 Date:
Customer contact established
Greet the customer: "Good Morning, Good Afternoon" 5%
Confirmed that you are speaking to the correct customer "May I please speak to Mr X" 5%
Identified yourself and the company "Mr X, you are speaking to Claude from RCS" 10%
Provided the reason for the call This is a security call for your protection to ensure that it is the correct customer making the purchase" 15%
Provide extended reason for security verification "Mr X I'm going to be asking a few more questions just to be absolutely certain its you I'm speaking to" 5%
Proceed with verification:
All accounts; purchase amounts R10 000+/- Date of birth, XDS or ITC 15%
Confirmed purchase with customer "Can you please confirm if you have just made a purchase R….on your Game account" 15%
Thanked the customer and ended call correctly: "Good Bye Mr X" 5%
Correct action code used on Vision 5%
Overall Score 100%

7. THANK YOU