5. Proprietary
5
Bogota PCS, NPS ASH
Weekly Report Report date: March 3rd, 2020
Findings Action Plan
Last week a total of 6 detractors were reviewed and the following
opportunities were found:
- Non-Controllable: A grey-out score was stored in the system.
- Positive statements: CSR was able to solve the provider’s claim
issue; however he did not use any statement to assure the
provider the same scenario was not going to be repeated.
- Survey education: Representative did not offer the survey during
the call making the caller go to the PCS system without knowing
how it worked, resulting in a low score for the CSR.
- Automatized service: Representatives made a good job advising
the callers about the benefits being requested in both calls, yet
they were unable to sound spontaneous and make a connection
with the provider to make it different from the usual automated
system they hear through the AVA.
0
1
2
Survey Education
Use of Positive Statements
Automatized service
Non-controllable
PCS/NPS Detractors
