Detractors and Passive Trackers



A red asterisk (*) indicates required questions.


  1. Supervisor's Name*
    Kris Villar
    Rosario Fernandez
    Alexander Ang
    Francis Sumera
    Paul Flores
    Sarah Umbao
    Jemuel Atendido
    Anthony Mercado
    Rowena Emboltorio
    Emmanuel Lao
    Rosalyn Cruz


  1. Agent Name*


  1. Tenure Band*
    RW
    0-30
    31-60
    61-90
    91-180
    181+
    361+


  1. Score*
    0
    1
    2
    3
    4
    5
    6
    7
    8


  1. Survey Transaction Date (STRICTLY FOLLOW THE FORMAT)
    Sample Answer: 06/02
    *


  1. Call Driver*
    Top up / Add bolt on
    TPIV / 10c per minute
    Recertification
    Balance Inquiry
    Troubleshooting (VM, Voice, SMS, data)
    Application / Check status/ Eligibility
    Phone replacement / upgrade request
    Account inquiry
    Phone Swap / Activation
    Port in / Migration
    General Inquiry
    Ghost Call
    Others


  1. Root Cause*
    Agent Issue/ Agent Driven
    Sprint Issue: Policy and Procedure
    Sprint Issue:Equipment and Services
    Sprint Issue:Eligibility / TPIV
    Sprint Issue:Account Information
    Sprint Issue: IVR
    Sprint Issue:Network
    Sprint Issue: OTHERS
    For Dispute


  1. Agent opportunity?*
    Establish Consultative Tone
    Probe for Information
    Determine Strategy
    Position Solution
    Complete Interaction
    None


  1. Verbatim (put none if blank)*


  1. Time of Interaction (based from iCare, CSI, citrix)
    Zone 1 (6am - 12pm)
    Zone 2 (12:01 pm - 6pm)
    Zone 3 (6:01 pm to 12 am)