3. Proprietary
3
Bogota External CQ ASH
Monthly Report Report date: February 2020
Feb'20 WE020320 WE021020 WE021720 WE022420
QA 95.50% 98.00% 85.00% 95.00% 100.00%
Target 96.50% 96.50% 96.50% 96.50% 96.50%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
February CQ Trending
Findings Actions taken
The operation performed very good during the first week of the month,
during which the most reviews were received. Only two errors found
during this week were related o lack of education for additional
information.
The remaining 50% of the audits was scattered throughout the rest of the
month. Ending in a perfect score for the last week.
In the in-between weeks it’s were the most opportunities were found.
These were related to a few misteps in the proper validation process and
some information that was mixed up during the call.
5. Proprietary
5
8
14
0
2
4
6
8
10
12
14
16
Below Above
Advisors above the target
Report date: February 2020
Bogota NPS ASH
Monthly Report
Findings Action Plan
From the calls reviewed we identified the following opportunities that
led to NPS detractors for the month of February:
Benefits: For this type of interaction, CSRs did not properly advise the
caller how would the post-call survey work. Also, some advisors
provide a quality-driven service, yet they did not engage enough with
the callers in order to avoid sounding mechanical.
Claims: Representatives failed when considering additional
information could be provided throughout the call, in order to change
the caller’s perspective of the company by using sentences that would
help improve their current mindset regarding previous encounters,
and perhaps negative, with Aetna.
Non-controllable: In addition, 4 low scores were received from Non-
controllable behaviors such as grayed out interactions, or interactions
where system issues were presented.
0
1
2
3
4
5
Automatized service
Hold Protocol
Non-controllable
Survey Education
Use of Positive
Statements
Use of Positoning
statements
NPS Detractors
