Hi All, Please find the attached document

1. Performance Review

2. Audit Target v/s Achievement
Performance Trend
IQ Decrease Reason FATAL & Non FATAL calls
• Most Off the call tagged E-Coverage-Availability without probing and complete resolution.
• Wrong tagging Like ,E-Device .
Target is not for Audit due to below mention issue:-
• CRM ID block for some agents.
• Agents were on long leave.
• Agent got attrite in mid on the month.
Month Target Achieved IQScore FE% Target Achieved IQScore FE% Target Achieved IQScore FE% Target Achieved IQScore FE% Target Achieved IQScore FE%
Apr 127 128 60.5% 29.9% 154 141 70.1% 17.7% 168 161 75.2% 13.9% 186 158 68.9% 20.9% 635 588 68.7% 20.5%
May 106 115 77.0% 12.6% 124 125 71.7% 18.4% 101 105 63.1% 26.1% 126 126 68.4% 19.3% 457 471 70.2% 18.8%
Jun 118 130 70.8% 20.8% 89 131 64.7% 26.7% 99 117 72.5% 16.3% 83 129 72.8% 12.0% 389 507 70.2% 18.9%
MTD
AuditCount QualityScore
Week 3
AuditCount QualityScore
Week 4
AuditCount QualityScore
AuditCount QualityScore
Week 1 Week 2
AuditCount QualityScore

3. TNPS Trend
• ASAT Decrease Reason Network
LTR is decrease by -0.49 as no. of data network issue is increasing.
IQ Trend
Topic
May'19 Jun'19 Efficacy
IQ% FE % IQ% FE % IQ% FE %
68% 20% 70.2% 18.8% +2% +2%
• IQ and FE both are on increase trend
LTR ASAT FTF
Month Promoter Detractor Overall Score Promoter Detractor Overall Score Resolved >1 Resolved Not Resolved Score
Apr 777 1081 1918 -15.85 497 679 1221 -14.9 1323 629 48%
May 921 1014 2010 -4.63 544 626 1229 -6.7 1349 698 52%
Jun 1064 1099 2230 -1.57 599 726 1379 -9.21 1516 744 49%

4. Hygiene Audit
Audit Type Blank Call
Month Target Achieved Valid % Invalid%
Apr 250 85 55% 45%
May 250 100 68% 32%
Jun 250 50 100% 0%
Jul 250 35 100% 0%
Audit Type ALD Call
Month Target Achieved Valid % Invalid%
Apr 250 50 88% 12%
May 250 50 80% 20%
Jun 250 50 92% 8%
Jul 250 50 90% 10%
Audit Type Long Call Discconection
Month Target Achieved Valid % Invalid%
Apr 250 20 92% 8%
May 250 38 92% 8%
Jun 250 50 95% 5%
Jul 250 20 97% 3%
Audit Type Rude Calls
Month Target Achieved Valid % Invalid%
Apr - - - -
May - - - -
Jun - - - -
Jul - - - -
Audit Type
Month Target Achieved Valid % Invalid%
Apr 250 85 55% 45%
May 250 100 68% 32%
Jun 250 50 100% 0%
Jul 250 35 100% 0%
Audit Type
Month Target Achieved Valid % Invalid%
Apr 250 50 88% 12%
May 250 50 80% 20%
Jun 250 50 92% 8%
Jul 250 50 90% 10%
Audit Type
Month Target Achieved Valid % Invalid%
Apr 250 20 92% 8%
May 250 38 92% 8%
Jun 250 50 95% 5%
Jul 250 20 97% 3%
Audit Type
Month Target Achieved Valid % Invalid%
Apr - - - -
May - - - -
Jun - - - -
Jul - - - -
ALD Call
Long Call Discconection
Rude Calls
Blank Call

5. Process issue Highlight
Process issue Unable to delink family plan MPCG Postpaid'October'20.msg
Process issue Unable to delink family plan MPCG Postpaid'October'20.msg
Process issue Unable to delink family plan MPCG Postpaid'October'20.msg
Process issue Services Suspended BIHAR Postpaid'October'20.msg

6. Quality Session With My Team’s

7. Initiatives
Description Start Date End Date KPI Impacted Impact on KPI
Real Time call barging ,Found top Error ,Complete and correct info are the major
concern ,Tagging the call in currect type sub type
18-Jun'19 17-jul'19 5.14% -
All new breifing details share with the team Every day NA NA NA
All process issue highlight with the Relevent team ,Frst praority issue resolved
on Orgent basis. Stop Repeate
Every day NA NA NA

8. Audit done and observation Email shared against Bottom
performers
Critical Red Alert- No Improvements in Scores IQ Fatal Tech M Post DEC'20.msg Red Alert- No Improvements in Scores IQ Fatal Tech M Post DEC'20.msg
Red Alert- No Improvements in Scores IQ Fatal Tech M Post DEC'20.msg

9. Floor Activity

10. ZTP shared for those associates who is not willing to help
the customer or disobey with the process rules.
ZTP_ Incomplete Information & Incorrect Delhi Prepaid .msg
RE ZTP Cases .msg
Critical to Quality ZTP Mohd Fesal Forcefully call Disconnected Delhi Prepaid .msg
Critical To Quality ZTP_ Will Issue Skill Issue Delhi Prepaid .msg
Critical To Quality ZTP_ Casual on Call_Ritu Bhatnagar Delhi Prepaid .msg

11. Appreciation Activities

12. Month Emp ID Name Designation DoJ Supervisor Name Grade Project Location Calls/Transaction Processing PKT Final Score
Apr'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:31:02 100% 100%
May'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:24:14 100% 100%
Jun'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:02:36 100% 107%
PLI Achievement Month Wise

13. Month Emp ID Name Designation DoJ Supervisor Name Grade Project Location Calls/Transaction Processing PKT Final Score
Apr'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:31:02 100% 100%
May'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:24:14 100% 100%
Jun'19 526960 Madhu Sharma QA 21-Aug-17 Kalpesh Chaudhary U2 Vodafone_Delhi_Pre Noida 08:02:36 100% 107%
Daily Briefing Conducted