ECT - 2nd, 3rd and 4th Response Tracker

Team,

2nd/3rd/4th response emails will be proof read by the TLs before we sent them out to our customers.

• TLs should proof read the emails prior sending the response back to our customers, and flagging any incorrect process/grammar/resolutions provided
• TLs should track these 2nd responses and issues/mistakes made by the first agent
• TLs should create CO thru SalesForce for every agent opportunity seen on the first email for immediate coaching
• TLs should send the collated tracker to every Wednesday shift


A red asterisk (*) indicates required questions.

  1. Supervisor  *


  1. Agent Name  *


  1. Service Line  *


  1. Session ID*


  1. Number of Customer Response  *


  1. Order Number


  1. Email Address*


  1. What was agent's opportunity?*


  1. Customer Issue  *


  1. Resolution Provided*





HP HHO Program
Boise, ID