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L1 agents are expected to deliver exceptional quality service; however, most QA markdowns stem from inaccuracies in notation, incorrect tagging, and inefficiency. These issues often result in failed QA ratings, which negatively impact their KPI performance.

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L1 agents are expected to deliver exceptional quality service; however, most QA markdowns stem from inaccuracies in notation, incorrect tagging, and inefficiency. These issues often result in failed QA ratings, which negatively impact their KPI performance.

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Stacey

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L1 Support agents are expected to handle customer inquiries and escalations; however, they are not consistently updated on new processes, resulting in incorrect handling and negatively impacting customer satisfaction.

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L1 Support agents are expected to handle customer inquiries and escalations; however, they are not consistently updated on new processes, resulting in incorrect handling and negatively impacting customer satisfaction.

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Christine

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A customer service representative is expected to provide accurate transaction status. However, the agent failed to ask for the transaction date, which led to providing incorrect information and resulted in a penalty.

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A customer service representative is expected to provide accurate transaction status. However, the agent failed to ask for the transaction date, which led to providing incorrect information and resulted in a penalty.

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Cindy

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Voice Campaign Agents are expected to maintain a target abandoned rate of less than 20% and a service level of at least 80%. However, due to the current lack of manpower, having only 10 agents instead of the required 13, we are currently experiencing a higher abandoned rate and lower service level.

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Voice Campaign Agents are expected to maintain a target abandoned rate of less than 20% and a service level of at least 80%. However, due to the current lack of manpower, having only 10 agents instead of the required 13, we are currently experiencing a higher abandoned rate and lower service level.

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Jazmine Barrios

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L1 is expected to tag tickets correctly based on the corresponding status. However, L1 support is not tagging tickets accurately, which is causing inaccuracies in the reports presented to 7-Eleven.

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L1 is expected to tag tickets correctly based on the corresponding status. However, L1 support is not tagging tickets accurately, which is causing inaccuracies in the reports presented to 7-Eleven.

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Alexis

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The 7-Eleven Team are expected to maintain high QA scores to ensure accurate handling, as this is essential for customer trust and overall service quality. However, some team members occasionally miss certain processes, resulting in increased DSAT and lower QA scores.

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The 7-Eleven Team are expected to maintain high QA scores to ensure accurate handling, as this is essential for customer trust and overall service quality. However, some team members occasionally miss certain processes, resulting in increased DSAT and lower QA scores.

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Lenard

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L1 support is expected to know all handling processes, but they are sometimes confused in which article to use to resolve the concern, resulting in incorrect handling.

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L1 support is expected to know all handling processes, but they are sometimes confused in which article to use to resolve the concern, resulting in incorrect handling.

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Danecca

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Non-Voice Agents are expected to achieve a First Response Time (FRT) target of 4 hours. However, due to an unexpected surge in ticket volume caused by a system downtime, customer inquiries and complaints significantly increased. This resulted in higher response queues, impacting the team's ability to meet the prescribed FRT target.

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Non-Voice Agents are expected to achieve a First Response Time (FRT) target of 4 hours. However, due to an unexpected surge in ticket volume caused by a system downtime, customer inquiries and complaints significantly increased. This resulted in higher response queues, impacting the team's ability to meet the prescribed FRT target.

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Manuel

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Voice Campaign Agents are expected to maintain a target Average Handling Time (AHT) of 7.90 minutes per call. However, since most of the calls being handled are escalations, the AHT tends to increase due to extended After Call Work (ACW). As a result, many agents are exceeding the 7.90-minute AHT target.

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Voice Campaign Agents are expected to maintain a target Average Handling Time (AHT) of 7.90 minutes per call. However, since most of the calls being handled are escalations, the AHT tends to increase due to extended After Call Work (ACW). As a result, many agents are exceeding the 7.90-minute AHT target.

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Jazmine

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1.       Were you able to acknowledge the coaching form that was sent to you yesterday?

2.       How do you determine whether the customer was satisfied with the assistance you provided regarding their cash-in concern?

1. Very Satisfied

2. Satisfied

3. Not satisfied

3.     Describe the new onboarded tool in terms of user interface.

A. User friendly

B. Not user friendly

C. Moderate user friendly

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Q1. Which of the following areas do you feel most impacts your QA rating performance.

a. Accuracy of notation

b. Correct Tagging

c. Providing Resolution

Q2. How confident are you in consistently applying the correct notation

a. Very Confident

b. Confident

c. Neutral

d. Not very confident

e. Not at all

Q3. How satisfied are you on the VKB

a. Very Satisfied

b. Satisfied

c. Neutral

d. dissatisfied

e. Very Dissatisfied

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How long do you usually spend on After Call Work (ACW)?

a. Less than 1 minute

b. 1–2 minutes

c. 3–4 minutes

d. 5–6 minutes

e. More than 6 minutes

Which of the following takes most of the time during ACW?

a. Writing call logs (notation)

b. Escalation to other departments

c. Finding the related ticket to the concern

d. Sending follow-ups

e. Other:_____________

How long do your escalation calls usually last?

a. Less than 3 minutes

b. 3–5 minutes

c. 6–7 minutes

d. 8–10 minutes

e. More than 10 minutes

Jazmine

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1. Which transaction statuses are you having difficulty tagging?

a. Paid-Success Status

b. Paid-Timeout Status

c. Both statuses

2. Which part of the ticketing category system do you need assistance in familiarizing yourself with?

a. Manually Re-transacted Ticket Category

b. Posted Ticket Category

3. Would you like us to include the knowledge base (KB) article number and definitions in the

corresponding ticket tags?

Yes or No

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1. Which transaction statuses are you having difficulty tagging?

a. Paid-Success Status

b. Paid-Timeout Status

c. Both statuses

2. Which part of the ticketing category system do you need assistance in familiarizing yourself with?

a. Manually Re-transacted Ticket Category

b. Posted Ticket Category

3. Would you like us to include the knowledge base (KB) article number and definitions in the

corresponding ticket tags?

Yes or No

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Are you consistently using effective probing techniques?

a. Always

b. Sometimes

c. If needed

Did you completely ask relevant questions to identify the concern?

Have you found the status of the transaction on the tool with the given details?

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1. Which transaction statuses are you having difficulty tagging?

a. Paid-Success Status

b. Paid-Timeout Status

c. Both statuses

2. Which part of the ticketing category system do you need assistance in familiarizing yourself with?

a. Manually Re-transacted Ticket Category

b. Posted Ticket Category

3. Would you like us to include the knowledge base (KB) article number and definitions in the

corresponding ticket tags?

Yes or No

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1. Which primary channel do you use to receive updates on process changes?

☐ Email

☐ Microsoft Teams / Chat groups

☐ Knowledge Base / Internal portal

☐ Team meetings / Huddles

☐ Supervisor / Team Lead updates

☐ Training sessions

☐ Announcements / Bulletins

☐ I am not aware of a specific channel

☐ Other: __________

2. What factors make it difficult for you to consistently access or review process updates?

☐ Lack of time due to workload

☐ Updates are not clearly communicated

☐ Too many communication channels (e.g., email, chat, KB)

☐ Difficulty finding the latest or correct version of the process

☐ Updates are not timely or frequent enough

☐ System or access issues (e.g., slow tools, limited access)

☐ Updates are too lengthy or unclear

☐ No reminders or prompts to check updates

☐ Lack of awareness that updates are available

☐ Other: __________

3. What support or improvements would help you stay consistently updated on process changes?

☐ A single, centralized source for all process updates

☐ Clear and concise update summaries

☐ Regular reminders or notifications

☐ Dedicated time during shift to review updates

☐ More frequent team briefings or huddles

☐ Better organization of updates (e.g., version control, tagging)

☐ Easier access to tools or systems (faster, fewer logins)

☐ Training or walkthrough sessions for new processes

☐ Support from supervisors/team leads

☐ Visual guides or quick reference materials (e.g., cheat sheets)

☐ Other: __________

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1. Which QA markdown do you receive most frequently?

A. Notation

B. Issue Tagging

C. Resolution

D. Probing

2. Which part of the process do you find most challenging or confusing?

A. Checking transactions using the available tools

B. Escalating transactions to the appropriate partners

C. Requesting transaction reversal or voiding

3. What type of support or assistance do you think would help improve your QA scores?

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1. Which transaction statuses are you having difficulty tagging?

a. Paid-Success Status

b. Paid-Timeout Status

c. Both statuses

2. Which part of the ticketing category system do you need assistance in familiarizing yourself with?

a. Manually Re-transacted Ticket Category

b. Posted Ticket Category

3. Are you confident in choosing the correct knowledge base (KB) for ticket tagging?

Yes or No

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1. In what way do you get confused when choosing an article from the knowledge base?

2. How frequently do you use the knowledge base?

a. Always

b. Often

c. Sometimes

d. Rarely

3. What do you suggest to improve searching in the knowledge base or reduce confusion?

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Are you consistently using effective probing techniques?

a. Always

b. Sometimes

c. If needed

Did you properly identify the concern by probing relevant questions below ( transaction date,transaction time, acct no.) ? Yes/No

Have you found the status of the transaction on the tool with the given details?

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Tin and Danecca - Innovation and Automation Specialist

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Tin and Danecca - Innovation and Automation Specialist

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Before

DATABASE ENGINEER

Handle Microsoft SQL Server administration and management

Develop and maintain complex SQL queries, scripts, and reports

Experience in database monitoring, backup management, and basic troubleshooting

Design, implement, and maintain relational database systems

Strong collaboration skills with development and operations teams to ensure database reliability and performance

Knowledgeable in Windows Server Failover Clustering (WSFC)

Experienced in SQL Server Always On Availability Groups and Failover Clustering configurations

Bachelor's degree in Information Technology or a related field

3+ years of experience as a Database Administrator (DBA) or Database Engineer

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Knowledge Base Navigation Training

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Managing First Response Time During System Downtime (Non-Voice Team)

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Managing First Response Time During System Downtime (Non-Voice Team)

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Manuel

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Voice Campaign Agents AHT         Ways to reduce Average Handling time 

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Voice Campaign Agents AHT         Ways to reduce Average Handling time 

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Jazmine

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Danecca & Manuel

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Manuel

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1. Active Listening is hearing with focus and understanding the topic.

During a training session with agent. He is more engage and provide feed back.

2. Time Management is using time wisely to be more efficient. As a Team Lead, having good time management helps you meet deadlines while avoiding unnecessary overtime or overworking hours.

3. Escalation- Coordinating an issue with the appropriate person who can resolve it. For the concerns that out of scope by the L1 team should be escalated to L2 Team

4. Confidentiality - means keeping sensitive information safe and not sharing without permission. For example, you don’t share a customer’s account details with someone else unless the customer gives permission.

5. Customer Complaint - is when someone is not satisfied with a product, service, or experience. For example, the customer say’s “I’m not happy with your service, my concern is not yet resolved.”

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Danecca & Manuel

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Manuel

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Manuel

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Easily create surveys and polls to collect customer feedback, measure employee satisfaction, and organize team events.