Alerts Scrubbing - New Parameters

for Voice and ECT


A red asterisk (*) indicates required questions.

  1. LOB*
    CSR
    CSA
    SAS
    Chat
    Email


  1. Team Lead*
    Antipala, Jasmine
    Bautista, Roderick
    Calatrava, Bonifacio
    Deuda, Quiera
    Enriquez, Patrick
    Marcelino, Emelyn
    Ohsan, Maria Laurel
    Ramirez, Benedict
    Taradji, Al-mudzrin
    Ybañez, Mark
    Cui, Martem
    Salvacion, Analee
    Gerolaga, Vanessa
    Bacol, Christine
    Olan-olan, Janice
    Training


  1. Agent Name
    (First Name, Last Name)*


  1. Survey Type*
    Customer Service
    Sales
    Chat
    Email


  1. Customer Experience ID*


  1. NPS*
    Promoter (9-10)
    Passive (7-8)
    Detractor (0-6)


  1. Main Reason for Call*
    Check on an order that I previously placed
    Return a product that I have received
    Get technical support
    Request cancellation of an order
    Inquire about the website
    Sales Call
    Product Inquiry
    Price/Charges Inquiry
    Supervisor
    Delivery
    Follow-up on Lost/Stolen/Damaged
    Payment Query / Decline
    Compliment or Complaint
    Other Support
    Request change of an order


  1. Main Reason Drill Down*
    I needed to confirm the status of my order
    I needed to confirm the status of my order I found the same product for less somewhere else
    I received an email from HP about my credit card or PayPal account
    I received an email from HP requesting that I call about a shipping issue
    My order was not received when promised
    A promised call from Technical Support had not been received
    I had a communication issue with the Tech Support agent
    I had a difficult time finding someone to help me with my issue and called this center for help
    The solution given to me by Tech Support did not solve my problem
    I received an error message
    I was unable to find the right product on the website
    I was unable to login
    I changed my mind about buying the product
    I found the same product for less somewhere else
    The product did not meet my computing needs
    The product did not work as I expected
    The product was lost/damaged during shipping
    Sales Call
    The product is misconfigured/missing parts/product key
    I was over/incorrectly charged for the product/tax/shipping
    The discount/promo item is not added in the order


  1. Product*
    Supplies (Ink and Toner)
    Notebook
    Desktop
    Printer
    Accessories (including scanners, handhelds, Palm phones, and calculators)
    HP PC Setup and Installation - Advanced
    ESP
    TV
    Software
    Server
    Slate/Tablet
    None


  1. Voice of Customer*


  1. Main*
    Controllable
    HP
    General
    No Comment
    Product
    Tech Support
    Compliment


  1. Category
    Scripted
    Red Flag
    Hold Time
    Issue Unresolved
    Resolution Time
    Knowledge
    Language
    Communication
    No Follow Up
    Not Listening
    No Comment
    Agent Compliment
    HP HHO Compliment
    Both Complimented
    No details on dissatisfaction
    Order not approved
    Order delay - build
    Shipping/Delivery problem
    Outsourcing
    Returns/Exchange policy/process
    Change/Cancel process/complaint
    Website checkout
    Website problem
    Too many contacts
    System Outage
    Product Quality
    Setup
    Compatibility/Features
    Hard to find help
    Tech not helping


  1. Sub Category


  1. Category 2 (more details)





HP HHO Program
Boise, ID