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Report Date:

Client Name / LOB(s):

Site / Location:

QA Report Summary

Weekly QA Report - Report Summary (V 1.2 Rev 12/14/2011)

Report Information

01/10/12

DirecTV/BGI

Augusta, GA

Report Name Summary of Report (TOP ISSUES/TRENDS/IMPROVEMNTS)

Quality Overview

Current MTD QA Average: 69.56%  (TRENDING UP)

MTD Monitors Completed:  156

An increased number of coachings completed by supervisors has resulted in more consistency in

agent call handling and an overall positive trending for quality scores.

Quality Heat Map

Top 3 Missed Components:

1. Champion DIRECTV Value - Agents are having difficulty determining when to talk about additional

products and services that DirecTV offers and tying them into the reason for the customer's call. In

many cases, when agents offer additional options they do not fully explain the features and benefits,

and therefore the customer's do not see additional value.

 

QA Progression Report

Scores have increased from the previous month as supervisors have been able to coach and develop

more agents on a daily basis.

Coaching &

Acknowledgement Report

Total Observations Not Coached: 89

Total Observations Not Acknowledged:  111Total % Coaching within 48 Hours:  32.28%

Total % Acknowledgement within 48 Hours:  24.05%

eleperformance QA ReportReport Summary

1.2 Rev 12/14/2011 Teleperformance Confidential

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Values

Program / ACCM / Supervisor / Agent

Monitor

Count

Average Time to

Coach

Average Time to

Acknowledge

% Coached

48 Hours

% Acknowledged 48

Hours

Total Monitors Not

Coached

Total Monitors Not

Acknowledged

Agents NLE 7 95.59 136.89 0.00% 0.00% 3 5

Unknown 5 103.71 144.78 0.00% 0.00% 3 5

Unknown 5 103.71 144.78 0.00% 0.00% 3 5

Dunn, Gerreanda M 1 51.62 192.13 0.00% 0.00% 0 1

Bailey, Valeria N 1 57.23 122.08 0.00% 0.00% 0 1

West, Darrien M 1 169.76 169.76 0.00% 0.00% 1 1

Bell, Jamie L 1 141.94 141.94 0.00% 0.00% 1 1

Moore, Phillip 1 97.99 97.99 0.00% 0.00% 1 1

Center Manager 2 75.30 117.18 0.00% 0.00% 0 0

Unknown 2 75.30 117.18 0.00% 0.00% 0 0

Wright, Carlibia D 177.18

91.13 0.00% 0.00% 0 0Shook, Ann M 1 73.43 143.23 0.00% 0.00% 0 0

DirecTV AGSTA BGI 151 82.56 99.03 33.77% 25.17% 86 106

Baskett, Teri L 151 82.56 99.03 33.77% 25.17% 86 106

McNorrill, Savannah D 15 109.22 129.39 13.33% 0.00% 10 12

Gardner, Patnesha M 3 143.36 155.58 0.00% 0.00% 2 2

Washington, Tiffany S 1 74.02 112.81 0.00% 0.00% 0 0

Latimore, Christopher L 1 72.65 167.30 0.00% 0.00% 0 1

Weaver, Shameka M 1 23.95 118.54 100.00% 0.00% 0 1

Griffin, Shermonica M 1 23.46 61.36 100.00% 0.00% 0 0

Yancey, Ricshey R 1 172.23 172.23 0.00% 0.00% 1 1

Wilson, Yoce R 1 171.20 171.20 0.00% 0.00% 1 1

West, Antoinette S 1 169.89 169.89 0.00% 0.00% 1 1

Johnson, Kimberly A 1 118.21 118.21 0.00% 0.00% 1 1

Graves, Briana N 1 97.30 97.30 0.00% 0.00% 1 1

Crosby, Sondrea B 1 95.56 95.56 0.00% 0.00% 1 1

Chisolm, Annie R 1 95.28 95.28 0.00% 0.00% 1 1

Carter, Ashley K 1 94.45 94.45 0.00% 0.00% 1 1

Gormley, Paul D 12 65.21 81.82 8.33% 8.33% 4 4

Anthony, Paulette 1 53.81 69.75 0.00% 0.00% 0 0

Batten, Ollie J 1 52.55 67.45 0.00% 0.00% 0 0

Davis, Adrian E 1 52.20 160.32 0.00% 0.00% 0 0

Farmer, Kyla M 1 50.96 70.22 0.00% 0.00% 0 0

Grant, Chakikia L 1 1.93 24.52 100.00% 100.00% 0 0

Johnson, Shannon R 1 50.24 52.85 0.00% 0.00% 0 0

Jones, Watassa A 1 49.76 63.42 0.00% 0.00% 0 0

Thomas, Brittney D 1 69.72 71.93 0.00% 0.00% 0 0

Moss Wylie, Jasmine L 1 101.34 101.34 0.00% 0.00% 1 1

Newsome, Terry S 1 101.02 101.02 0.00% 0.00% 1 1

Parker, LaTonya D 1 100.00 100.00 0.00% 0.00% 1 1

Spencer, LaPorcha K 1 99.03 99.03 0.00% 0.00% 1 1

Wells Jr, Rodney F 19 117.03 124.61 36.84% 36.84% 18 19

Henderson, Angela M 1 48.38 192.43 0.00% 0.00% 0 1

Burnett, Marquita C 1 194.41 194.41 0.00% 0.00% 1 1

Bush, Shequita 2 110.20 110.20 50.00% 50.00% 2 2

Cummings, Dawn L 2 109.12 109.12 50.00% 50.00% 2 2

Holmes, Janice C 1 191.55 191.55 0.00% 0.00% 1 1

Holt, James D 1 191.08 191.08 0.00% 0.00% 1 1

Kenyon, Ashlee B 1 190.80 190.80 0.00% 0.00% 1 1

Mayfield, JaNae M 1 172.03 172.03 0.00% 0.00% 1 1

McDowell, ChaBria P 1 171.02 171.02 0.00% 0.00% 1 1

Mitchell, Shonta'Lisa R 1 169.73 169.73 0.00% 0.00% 1 1

Nipper, Jasmine S 1 168.81 168.81 0.00% 0.00% 1 1

Parrott, Lauren A 1 168.16 168.16 0.00% 0.00% 1 1Desboeufs, Amanda M 1 24.47 24.47 100.00% 100.00% 1 1

Fairell, Latoya D 1 24.22 24.22 100.00% 100.00% 1 1

Finnie, Andrew P 1 23.86 23.86 100.00% 100.00% 1 1

Gilchrist, Victoria S 1 23.50 23.50 100.00% 100.00% 1 1

Pryor, Franceswai L 1 22.93 22.93 100.00% 100.00% 1 1

Smith, Ciara D 13 57.78 96.64 38.46% 23.08% 3 7

Latimore, Jonathan L 1 45.18 188.98 100.00% 0.00% 0 1

Jones, Casandra L 1 27.30 27.86 100.00% 100.00% 0 0

Lattimore, Jasmine D 1 26.72 43.64 100.00% 100.00% 0 0

McCuller, Karisma J 1 52.05 169.12 0.00% 0.00% 0 1

Abrams, Khadijah S 1 22.24 22.87 100.00% 100.00% 0 0

Marchan, Barbara A 1 23.93 140.16 100.00% 0.00% 0 1

Perkins , Destiny D 1 54.90 67.87 0.00% 0.00% 0 0

Ricketts, Peter C 1 53.40 123.95 0.00% 0.00% 0 1Streeter, Alexandra O 1 53.50 67.00 0.00% 0.00% 0 0

Weekly QA Report - Quality Coaching and Acknowledgement Report  (V 1.2 Rev 12/14/2011)

Quality Coaching and Acknowledgement Report

NOTE: Coaching report is based on MTD QA Observations

RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Teleperformance QA ReportQuality C&A Report 48 HR

V 1.2 Rev 12/14/2011

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For Internal Use Only

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Values

Weekly QA Report - Quality Coaching and Acknowledgement Report  (V 1.2 Rev 12/14/2011)

Quality Coaching and Acknowledgement Report

NOTE: Coaching report is based on MTD QA Observations

RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Wallace, Ebony S 1 53.47 66.40 0.00% 0.00% 0 0

Barnes, Takeisha C 1 124.81 124.81 0.00% 0.00% 1 1

Dunn, Jonathan R 1 119.23 119.23 0.00% 0.00% 1 1

Ward, Whitney C 1 94.39 94.39 0.00% 0.00% 1 1

Galvin, Corey J 10 97.87 117.62 20.00% 10.00% 5 8

Kaufman, Patrick C 2 61.04 89.82 50.00% 50.00% 0 1

Young, Christopher 1 77.12 77.92 0.00% 0.00% 0 0

Serrano, Michael 1 35.30 125.09 100.00% 0.00% 0 1

Williams, Qiana N 1 73.48 122.82 0.00% 0.00% 0 1

Odom, Esssence 1 174.03 174.03 0.00% 0.00% 1 1

McKenzie, Sasha B 1 126.47 126.47 0.00% 0.00% 1 1

Soles, Crystal C 1 124.55 124.55 0.00% 0.00% 1 1

Williams, Brittnee R 1 123.70 123.70 0.00% 0.00% 1 1Henley, Brandon K 1 121.99 121.99 0.00% 0.00% 1 1

Joseph McCumber, Christina R 14 49.23 76.29 57.14% 42.86% 2 5

Wischmeyer, Jennifer D 1 105.34 168.80 0.00% 0.00% 0 1

Elliott, Linda L 1 31.24 168.46 100.00% 0.00% 0 1

Francis, Elise G 1 53.34 87.52 0.00% 0.00% 0 0

Downs, Alexis D 1 75.32 75.99 0.00% 0.00% 0 0

Bland, Brenda G 1 4.55 19.22 100.00% 100.00% 0 0

Benniefield, Sharon R 1 76.73 76.83 0.00% 0.00% 0 0

Barnwell, Brandi A 1 75.40 76.66 0.00% 0.00% 0 0

Safeeullah, Amira K 1 29.88 47.03 100.00% 100.00% 0 0

O'Neal, Raquel A 1 30.00 93.71 100.00% 0.00% 0 1

Wray-Adams, Michelle A 1 29.97 45.81 100.00% 100.00% 0 0

Wilson, Stacey T 2 29.75 45.05 100.00% 100.00% 0 0

Richardson, Stacy T 1 94.13 94.13 0.00% 0.00% 1 1Williams, Suett M 1 23.77 23.77 100.00% 100.00% 1 1

Curry, KeAndra A 21 81.76 87.98 33.33% 28.57% 16 17

Adams, Shannon N 2 58.09 84.66 50.00% 50.00% 1 2

Butler, Latoya P 3 69.43 84.33 33.33% 33.33% 1 1

Carter, Lakeisha P 2 14.12 19.69 100.00% 100.00% 1 1

McIver, Serena R 1 47.83 69.53 100.00% 0.00% 0 0

Tillman, Krystal D 1 167.42 167.42 0.00% 0.00% 1 1

Dickinson, Danielle J 2 83.23 83.23 50.00% 50.00% 2 2

McRae, Tiffany T 1 120.18 120.18 0.00% 0.00% 1 1

Neal, Lakeshia N 1 118.05 118.05 0.00% 0.00% 1 1

Robinson, Victor D 1 117.78 117.78 0.00% 0.00% 1 1

Savoy, Brandon A 1 117.11 117.11 0.00% 0.00% 1 1

Dunn, Charnaya D 1 99.46 99.46 0.00% 0.00% 1 1

Foreman, Taiesha L 1 97.76 97.76 0.00% 0.00% 1 1

Gaines, Arshea P 1 96.70 96.70 0.00% 0.00% 1 1

Love, April A 1 96.06 96.06 0.00% 0.00% 1 1

McDowell, Sharmese G 1 95.59 95.59 0.00% 0.00% 1 1

Walden, Queira L 1 23.83 23.83 100.00% 100.00% 1 1

Williams, Kristy R 16 96.26 103.04 18.75% 12.50% 11 12

Slater, Quamar T 1 79.09 79.57 0.00% 0.00% 0 0

Hodge, Stephanie D 1 78.76 79.93 0.00% 0.00% 0 0

Griffin, Logan P 1 71.54 87.59 0.00% 0.00% 0 0

Brown, Ryan T 1 29.75 120.34 100.00% 0.00% 0 1

Dokes, Ashley L 1 32.68 32.79 100.00% 100.00% 0 0

Willingham, Niki N 1 147.77 147.77 0.00% 0.00% 1 1

Tutt, Mya V 1 146.92 146.92 0.00% 0.00% 1 1

Soles, Todd M 1 146.11 146.11 0.00% 0.00% 1 1

Myles, Amanda R 1 144.24 144.24 0.00% 0.00% 1 1

Gibbons, Lakia S 1 142.83 142.83 0.00% 0.00% 1 1

Blount, Tomeka L 1 102.27 102.27 0.00% 0.00% 1 1

Jackson, Jontae R 1 100.64 100.64 0.00% 0.00% 1 1

McMillian, Leondra J 1 99.39 99.39 0.00% 0.00% 1 1

Pryor, Owen B 1 98.60 98.60 0.00% 0.00% 1 1

Reeves, Shatarra J 1 95.30 95.30 0.00% 0.00% 1 1

Prince, Atiya P 1 24.33 24.33 100.00% 100.00% 1 1

Drye, Joseph H 14 54.20 81.59 50.00% 35.71% 3 7

Wright, Joann A 1 48.92 144.54 0.00% 0.00% 0 1

Wright, Jessica A 1 49.70 50.32 0.00% 0.00% 0 0

Walker, Shayeeta V 1 85.38 142.30 0.00% 0.00% 0 1

Brooker, Kashema L 1 46.81 47.03 100.00% 100.00% 0 0

Evans, Linda G 1 31.42 124.78 100.00% 0.00% 0 1

Fraatz, Tara L 1 67.65 92.55 0.00% 0.00% 0 0

Jennings, Tammyria D 1 67.07 67.22 0.00% 0.00% 0 0

Steed, Asia B 1 25.88 121.94 100.00% 0.00% 0 1

Teleperformance QA ReportQuality C&A Report 48 HR

V 1.2 Rev 12/14/2011

Teleperformance Confidential

For Internal Use Only

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Values

Weekly QA Report - Quality Coaching and Acknowledgement Report  (V 1.2 Rev 12/14/2011)

Quality Coaching and Acknowledgement Report

NOTE: Coaching report is based on MTD QA Observat

RED Text Indicates <98% Coached/Acknowledged in 48 Hours & >36 Hours Time Elapsed on Coaching/Acknowledgement

Shook, Michael E 1 41.76 42.57 100.00% 100.00% 0

Rivers, D'Arah C 1 62.79 71.55 0.00% 0.00% 0

Pooser, Bryant L 1 37.25 43.30 100.00% 100.00% 0

Ward, Lekita A 1 142.86 142.86 0.00% 0.00% 1

Palmer, Amanda C 1 26.30 26.30 100.00% 100.00% 1

Pigford, Addelle M 1 25.06 25.06 100.00% 100.00% 1

Jackson, Kimberley R 4 97.08 119.75 25.00% 0.00% 3

Golden, Shana S 1 28.13 118.83 100.00% 0.00% 0

Avery, Tiffany T 1 167.52 167.52 0.00% 0.00% 1

Jones, Shanna N 1 96.96 96.96 0.00% 0.00% 1

Petty, Megan A 1 95.71 95.71 0.00% 0.00% 1

Moore, Rahmel J 13 76.78 80.34 61.54% 53.85% 11

Butler, Que B 1 3.55 48.64 100.00% 0.00% 0

Wertz, Arce'Andrea 1 4.26 5.42 100.00% 100.00% 0

Oliver, Vermetria B 1 92.80 92.80 0.00% 0.00% 1

Wolfe, Erica N 1 24.90 24.90 100.00% 100.00% 1

Adeleke, Iyanuoluwa I 1 22.60 22.60 100.00% 100.00% 1

Brown, Randi S 1 22.00 22.00 100.00% 100.00% 1

Hawkins, Felicia L 1 21.33 21.33 100.00% 100.00% 1

McCladdie, Brittany S 1 20.83 20.83 100.00% 100.00% 1

Perry, Keilah C 1 20.50 20.50 100.00% 100.00% 1

Gilmore, Bridget S 1 192.97 192.97 0.00% 0.00% 1

Hall, Carvonne M 1 192.10 192.10 0.00% 0.00% 1

Smith, Deidre Y 1 190.76 190.76 0.00% 0.00% 1

Williams, Joshlyn L 1 189.53 189.53 0.00% 0.00% 1

Program Overall 158 83.13 100.70 32.28% 24.05% 89

Teleperformance QA ReportQuality C&A Report 48 HR

V 1.2 Rev 12/14/2011

Teleperformance Confidential

For Internal Use Only

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Print Date: 3/5/2014