5. Proprietary
5
Report date: March 17th, 2020
Findings Action Plan
Last week a total of 3 detractors were reviewed and the following
opportunities were found:
- Positioning/Positive Statements: Representatives advised
properly to the callers about the information presented in the
system; however, they did not project an outstanding position of
the company towards their needs nor they were able to smoothen
the provider’s perspective of Aetna after a previous negative
impact,
- Automatized service: No additional connection with the caller was
provided during the caller in order to avoid sounding mechanical
or robotic. Further connection with the other person was needed
in order to score a higher result in the NPS question.
0
1
Positive Statements
Positioning StatementsAutomatized service
PCS/NPS Detractors
Bogota PCS/NPS ASH
Weekly Report
