Semaforo_1443_1500_Ene_Inc.xlsx

Ao 2015Campaa (Varios elementos)Mes eneroNo. Semana (Todas)Coordinador (Todas)

Fecha AHT % Positividad Portabilidad

1/2/2015 647 00:57 192.5 21.6% 13.6% 9.4% 0.32 93.8% 65 61 361/5/2015 625 01:07 202.0 21.7% 15.5% 11.0% 0.34 100.0% 69 69 271/7/2015 865 00:58 214.5 6.9% 11.3% 7.4% 0.30 94.1% 68 64 171/8/2015 819 01:11 223.5 3.0% 15.9% 11.1% 0.41 96.8% 94 91 391/9/2015 721 01:11 227.5 1.3% 24.3% 16.1% 0.51 97.5% 119 116 281/12/2015 850 01:00 218.0 18.0% 9.8% 7.5% 0.29 94.1% 68 64 351/13/2015 765 01:19 242.5 1.6% 14.1% 9.3% 0.29 93.4% 76 71 551/14/2015 724 01:04 224.0 9.1% 13.5% 8.7% 0.28 96.9% 65 63 501/15/2015 761 01:22 240.3 0.0% 15.8% 10.1% 0.32 97.5% 79 77 211/16/2015 608 01:30 223.5 9.3% 21.7% 14.5% 0.39 98.9% 89 88 331/19/2015 849 01:21 264.6 3.4% 17.1% 12.8% 0.41 95.6% 114 109 371/20/2015 740 01:44 314.5 2.5% 13.8% 7.7% 0.18 93.4% 61 57 401/21/2015 817 01:47 315.2 4.4% 12.1% 7.8% 0.20 91.4% 70 64 251/22/2015 697 01:51 331.5 4.1% 11.0% 7.9% 0.17 98.2% 56 55 271/23/2015 673 01:52 305.1 11.7% 14.9% 10.0% 0.22 93.1% 72 67 201/26/2015 731 01:50 340.5 8.0% 13.0% 8.8% 0.19 91.4% 70 64 411/27/2015 685 01:55 292.0 9.7% 12.0% 8.8% 0.21 100.0% 60 60 251/28/2015 690 01:49 260.5 18.5% 21.3% 13.9% 0.37 96.0% 100 96 321/29/2015 650 01:41 262.5 18.9% 18.0% 14.3% 0.35 97.9% 95 93 411/30/2015 657 01:55 293.5 7.3% 14.6% 8.8% 0.20 96.7% 60 58 22Total general 14,574 01:27 5,188.1 9.2% 15.0% 10.2% 0.29 95.9% 1550 1487 651

Llamadas Contestadas

Horas Presencia

% Absentismo

% Positividad Portabilidad

Ratio Captacion Portabilidad

% Portabilidad / Alta Voz

Total Altas Voz

Activacion Portabilidad

Resumen x Da

Seleccione No. SemanaSeleccione Coordinador

Seleccione MesSeleccione CampaaSeleccione Ao

Codificaciones Muestra NPS Detractores % Detractores

5.9% 0.187 0.010 0.000 515 79.6% 3 -33.3% 1 33.3%5.1% 0.134 0.015 0.000 521 83.4% 7 0.0% 3 42.9%3.5% 0.079 0.023 0.000 612 70.8% 8 12.5% 2 25.0%5.5% 0.174 0.018 0.004 568 69.4% 0 0.0% 0 0.0%4.7% 0.123 0.018 0.000 576 79.9% 4 -50.0% 3 75.0%5.9% 0.161 0.041 0.000 632 74.4% 14 -14.3% 5 35.7%8.1% 0.227 0.012 0.008 592 77.4% 0 0.0% 0 0.0%8.6% 0.223 0.027 0.018 534 73.8% 4 0.0% 1 25.0%3.9% 0.087 0.033 0.000 615 80.8% 10 -10.0% 4 40.0%7.4% 0.148 0.040 0.009 537 88.3% 11 -18.2% 5 45.5%5.8% 0.140 0.038 0.000 699 82.3% 5 20.0% 1 20.0%6.8% 0.127 0.010 0.003 548 74.1% 0 0.0% 0 0.0%3.9% 0.079 0.013 0.000 619 75.8% 6 16.7% 2 33.3%6.2% 0.081 0.030 0.006 588 84.4% 18 0.0% 8 44.4%4.0% 0.066 0.016 0.003 552 82.0% 10 10.0% 4 40.0%7.3% 0.120 0.021 0.000 635 86.9% 7 -28.6% 3 42.9%5.5% 0.086 0.021 0.007 600 87.6% 0 0.0% 0 0.0%5.4% 0.123 0.000 0.004 608 88.1% 8 -25.0% 3 37.5%6.9% 0.156 0.004 0.000 549 84.5% 1 0.0% 0 0.0%3.8% 0.075 0.000 0.000 586 89.2% 6 -16.7% 2 33.3%5.7% 0.125 0.019 0.003 11,686 80.2% 122 -7.4% 47 38.5%

% Positividad Activacion

Ratio Activacion Portabilidad

Ratio Activacion ADSL

Ratio Activacion LPD

% Codificacion

Con qu probabilidad recomendara Vodafone a otra

empresa?

Ao 2015Campaa (Todas)Mes eneroNo. Semana (Todas)Fecha (Todas)

1 Indicadores Gissela Silgado Mauricio Benitez Total general

Llamadas Contestadas 9,521 7,433 8,593 7,141 32,688AHT 01:51 01:36 02:29 01:19 01:51Horas Presencia 2,375.0 2,511.2 2,426.3 2,676.9 9,989.4% Absentismo 8.1% 14.5% 9.7% 3.5% 9.1%% Positividad 10.6% 17.0% 11.5% 12.9% 12.8%% Positividad Portabilidad 0.9% 10.5% 1.1% 9.9% 5.1%Ratio Captacion Portabilidad 0.04 0.31 0.04 0.26 0.17% Portabilidad / Alta Voz 60.4% 96.4% 62.4% 95.4% 90.3%

Vent

as

Total Altas Voz 144 811 157 739 1851Portabilidad 87 782 98 705 1672Alta Nueva 57 29 59 34 179Existente o Migracion 1102 0 1356 0 2458Fijo Portado 0 0 0 0 0ADSL 407 145 418 141 1111Datos Moviles 445 32 402 22 901Acudes 12 277 9 22 320

Acti

vaci

on

Activacion Portabilidad 40 386 63 265 754Activacion Nueva 63 12 73 19 167Activacion Migracion 0 0 0 0 0Activacion Fijo Portado 0 0 0 0 0Adsl Provionado 272.0 63.0 285.0 49.0 669.0Activacion ADSL 154 56 179 43 432Activacion LPD 394 12 376 4 786Activacion HBD 0 0 0 0 0Activacion Acude 398 21 420 9 848Baja Portabilidad 0 0 0 0 0Baja Nueva 0 0 0 0 0% Positividad Activacion 11.0% 6.6% 12.9% 4.8% 9.1%% Positividad Activacion Portabilidad 0.42% 5.19% 0.73% 3.71% 2.31%Ratio Activacion Portabilidad 0.017 0.154 0.026 0.099 0.075Ratio Activacion ADSL 0.065 0.022 0.074 0.016 0.043Ratio Activacion LPD 0.166 0.005 0.155 0.001 0.079Codificaciones 9,878 4,980 8,319 6,706 29,883% Codificacion 103.7% 67.0% 96.8% 93.9% 91.4%Cant. Fallo Critico 2 5 7 3 17

Maria Camila Munevar

Carolina Munevar Rojas

Consolidado x Coordinador

Seleccione No. SemanaSeleccione Fecha

Seleccione MesSeleccione CampaaSeleccione Ao

Cant. Fallo Leve 9 7 8 8 32Muestra NPS 400 71 339 51 861

-11.3% -1.4% 0.0% -15.7% -6.3%Detractores 166 24 118 23 331% Detractores 41.5% 33.8% 34.8% 45.1% 38.4%Cancelaciones 0.0 4.0 0.0 15.0 19.0Recuperaciones 0.0 31.0 0.0 40.0 71.0

1 % Recuperacion 0.0% 88.6% 0.0% 72.7% 78.9%

Con qu probabilidad recomendara Vodafone a otra empresa?

2 3 4 5 6 7 8* Objetivo % Positividad % Positividad PortabiRatio Captacion Port% Portabilidad / Alta Voz % Positividad Activacion% Absentismo

Front 1443 7% 4% 0.04 90% 3% 8%Front 1500 25% 20% 0.13 90% 13% 8%Front 1443 Comercial 15% 12% 0.13 90% 8% 8%(Todas) 16% 12% 0.1 90% 8% 8%(Varios elementos) 16% 12% 0.1 90% 8% 8%

(Todas) 16% 12% 0.1 90% 8% 8%Entre 11% 8% 0.07 63% 5% 6%

Ao (Todas)Mes eneroNo. Semana (Todas)Fecha (Todas)Estado Activo

Front 1443 Retencion CMS

Login No. Empleado o Cedula Nombre Completo Coordinador Campaa AHT

63040 1102716688 Viviana Andrea Lara Hernandez Mauricio Benitez Front 1443 Comerci 398 01:4563120 1020766188 Walter Pelaez Urrego Gissela Silgado Front 1443 Comerci 511 01:3763001 1074184639 Luis Felipe Arce Velasquez Gissela Silgado Front 1443 Comerci 292 02:0763086 1030615589 Camilo Andres Diaz Carreo Mauricio Benitez Front 1443 Comerci 607 01:0363003 1030640890 Aida Fernanda Aragon Montealegre Gissela Silgado Front 1443 Comerci 545 00:5963063 1019083233 Yennyffer Andrea Serrano Pea Mauricio Benitez Front 1443 Comerci 327 01:4841165 1020774938 Daniel Antonio Castillo Cano Gissela Silgado Front 1443 Comerci 347 01:482370 1019117219 Brayan David Bustos Rivera Mauricio Benitez Front 1443 Comerci 328 02:2863000 1019038593 Cindy Julieth Poveda Castiblanco Gissela Silgado Front 1443 Comerci 358 01:2163125 1032464986 Paula Andrea Triana Monroy Mauricio Benitez Front 1443 Comerci 371 02:2963004 1020781686 Juan Pablo Garcia Cortes Gissela Silgado Front 1443 Comerci 389 01:3241108 1015444996 Laura Alejandra Cardona Ramirez Gissela Silgado Front 1443 Comerci 466 01:1363089 1031147679 Carlos Arturo Torres Castro Mauricio Benitez Front 1443 Comerci 705 00:5341163 1015435802 Juan Sebastian Olarte Guzman Gissela Silgado Front 1443 Comerci 442 01:3363110 1010205637 Julian Alejandro Tellez Parra Gissela Silgado Front 1443 Comerci 469 01:3841134 1022960796 Ginna Lizeth Sosa Soler Mauricio Benitez Front 1443 Comerci 727 00:4763071 11705892 Carlos Arturo Castillo Mosquera Gissela Silgado Front 1443 Comerci 301 02:082345 1010201110 David Alejandro Villaraga Martinez Gissela Silgado Front 1443 Comerci 388 01:3763113 1015452970 Nicolas Quintero Burgos Gissela Silgado Front 1443 Comerci 502 01:2263068 1031139218 Yesica Alexandra Jimenez Lopez Gissela Silgado Front 1443 Comerci 530 01:2463017 1026271503 Mauricio Benitez Front 1443 Comerci 163 01:3663142 1014209032 Darien Sebastian Hurtado Rodriguez Gissela Silgado Front 1443 Comerci 414 02:0941093 1013660634 Johan Stiven Leon Bernal Gissela Silgado Front 1443 Comerci 392 01:3663124 1020799050 Cristian Camilo Garcia Cabrera Mauricio Benitez Front 1443 Comerci 214 02:3963016 52790415 Carolina Rodriguez Quintero Mauricio Benitez Front 1443 Comerci 115 03:1863130 1070918613 Pablo Andres Convers Vargas Mauricio Benitez Front 1443 Comerci 362 01:452353 1018474990 Andres Felipe Moyano Giraldo Mauricio Benitez Front 1443 No Com 116 03:1563010 1031132460 Reynaldo Alberto Molina Milona Mauricio Benitez Front 1443 Comerci 19 04:312356 1032446173 Javier Alejandro Salas Gordillo Gissela Silgado Front 1443 No Com 102 04:0363012 52905152 Yeimmy Judith Martinez Villar Gissela Silgado Front 1443 Retenc 235 01:272360 80033195 Camilo Andres Casallas Casallas Mauricio Benitez Front 1443 No Com 91 04:212343 1032377801 Blanca Nayibe Diaz Rojas Mauricio Benitez Front 1443 No Com 88 04:092362 1020799756 Juliana Poveda Rueda Gissela Silgado Front 1443 No Com 112 02:262357 1024504881 Jorge Adrian Vallarino Vela Gissela Silgado Front 1443 No Com 71 03:332348 1014233247 Carlos Eduardo Moreno Velandia Mauricio Benitez Front 1443 Retenc 56 04:122351 1033757514 Ingrid Marcela Soler Toquica Mauricio Benitez Front 1443 No Com 106 02:49


Alexandra Martin Sandino

Consolidado x Agente

Seleccione No. Semana

Seleccione Fecha

Seleccione MesSeleccione Campaa

Seleccione Coordinador

Seleccione Ao

2358 1026584316 Liseth Nayibeth Nova Rueda Gissela Silgado Front 1443 No Com 32 02:112352 1129525400 Breiner Gomez Jimenez Mauricio Benitez Front 1443 No Com 77 02:332355 1012366826 Nathaly Cristina Ricaurte Cucaita Gissela Silgado Front 1443 No Com 119 02:572342 52523650 Yenny Paola Morales Barreto Mauricio Benitez Front 1443 No Com 92 03:5241095 1043871023 Wendy Vanessa De La Oz Gissela Silgado Front 1443 Retenc 49 04:5763115 1016037937 Nicolas Steven Perdomo Cuesta Mauricio Benitez Front 1443 Retenc 83 04:32

CMS Horas Presencia Ventas

Tiempo Ring Absentismo % Absentismo % Positividad

9:00:00 8:22:59 0:24:17 9:00:00 2:42:38 0:09:00 143.3 16.0 10.0% 24.4% 18.3% 0.51 96.1%10:00:00 11:16:33 0:43:19 0:00:00 1:35:27 0:10:00 143.3 0.0 0.0% 16.4% 13.1% 0.47 95.7%8:00:00 8:05:23 1:24:09 8:00:00 0:39:20 0:08:00 113.8 30.0 20.9% 27.4% 22.3% 0.57 100.0%9:00:00 9:20:50 0:39:02 9:00:00 0:27:20 0:09:00 134.8 24.5 15.4% 13.0% 10.5% 0.47 100.0%8:00:00 7:10:55 0:28:51 8:00:00 1:11:22 0:08:00 126.8 33.0 20.7% 14.1% 11.6% 0.50 95.5%7:30:00 7:36:22 0:43:38 7:30:00 1:20:27 0:07:30 119.8 8.0 6.3% 23.5% 18.0% 0.49 96.7%9:30:00 8:08:16 1:31:45 9:30:00 0:35:53 0:09:30 127.3 16.5 11.5% 19.3% 16.7% 0.46 98.3%

10:00:00 10:42:08 0:34:31 0:00:00 2:00:33 0:10:00 143.5 0.0 0.0% 24.7% 17.1% 0.39 96.6%7:00:00 6:24:06 0:19:21 7:00:00 1:15:19 0:07:00 111.5 32.5 22.6% 33.5% 15.6% 0.50 100.0%9:30:00 12:06:11 0:56:18 9:30:00 2:10:18 0:09:30 148.3 11.0 6.9% 20.5% 15.1% 0.38 96.6%8:00:00 8:12:07 0:48:33 8:00:00 0:48:18 0:08:00 115.8 28.0 19.5% 31.4% 13.9% 0.47 98.2%9:30:00 7:38:29 1:10:25 9:30:00 0:26:15 0:09:30 140.3 11.0 7.3% 14.8% 11.6% 0.39 94.7%9:30:00 8:28:30 0:20:14 9:30:00 1:26:49 0:09:30 134.8 8.4 5.9% 8.7% 7.5% 0.39 98.1%9:00:00 9:50:37 1:04:24 9:00:00 0:18:03 0:09:00 128.8 15.0 10.4% 13.1% 11.3% 0.39 98.0%

10:00:00 10:53:49 0:51:08 0:00:00 0:51:49 0:10:00 143.5 0.0 0.0% 11.7% 10.4% 0.34 96.1%10:00:00 7:38:14 0:17:43 10:00:00 1:23:21 0:10:00 159.3 0.0 0.0% 8.5% 6.6% 0.30 94.1%6:30:00 8:21:41 1:41:42 6:30:00 0:31:10 0:06:30 119.3 8.0 6.3% 20.6% 15.6% 0.39 100.0%8:30:00 8:44:45 0:29:18 8:30:00 1:04:08 0:08:30 114.0 30.0 20.8% 21.9% 11.6% 0.39 95.7%9:30:00 9:32:02 1:03:53 0:00:00 0:43:25 0:09:30 135.5 8.0 5.6% 29.7% 8.4% 0.31 84.0%9:30:00 10:13:35 0:45:50 9:30:00 1:16:31 0:09:30 151.3 8.0 5.0% 14.0% 7.2% 0.25 95.0%3:30:00 3:26:05 0:20:35 3:30:00 0:31:19 0:03:30 55.5 0.0 0.0% 36.2% 22.1% 0.65 100.0%

10:00:00 12:16:04 0:55:23 0:00:00 1:27:20 0:10:00 137.3 6.0 4.2% 9.2% 7.5% 0.23 93.9%8:00:00 8:36:02 0:36:37 0:00:00 1:08:30 0:08:00 113.5 30.0 20.9% 13.0% 6.1% 0.21 100.0%6:00:00 7:27:23 1:11:42 0:00:00 0:40:20 0:06:00 72.0 0.0 0.0% 15.0% 11.2% 0.33 85.7%5:00:00 4:42:56 0:52:38 5:00:00 0:38:28 0:05:00 71.5 0.0 0.0% 22.6% 17.4% 0.28 90.9%9:30:00 7:48:27 1:08:27 0:00:00 1:25:28 0:09:30 143.3 0.0 0.0% 6.4% 5.0% 0.13 100.0%4:30:00 5:14:53 0:40:02 0:00:00 0:17:57 0:04:30 64.0 0.0 0.0% 14.7% 12.9% 0.23 100.0%3:30:00 1:09:46 0:02:46 3:30:00 0:09:42 0:03:30 159.3 0.0 0.0% 89.5% 78.9% 0.09 88.2%4:30:00 4:52:03 1:35:48 0:00:00 0:21:05 0:04:30 64.0 0.0 0.0% 12.7% 6.9% 0.11 87.5%5:00:00 4:24:26 0:33:32 5:00:00 0:38:02 0:05:00 87.4 72.3 45.3% 2.1% 2.1% 0.06 100.0%4:30:00 5:10:29 0:55:53 0:00:00 0:24:18 0:04:30 64.0 0.0 0.0% 6.6% 3.3% 0.05 60.0%4:30:00 4:30:24 1:00:13 0:00:00 0:29:41 0:04:30 64.0 0.0 0.0% 3.4% 2.3% 0.03 66.7%4:30:00 3:26:07 0:31:42 0:00:00 0:30:24 0:04:30 64.0 0.0 0.0% 0.9% 0.9% 0.02 100.0%4:30:00 2:45:40 0:39:26 0:00:00 0:42:33 0:04:30 64.0 0.0 0.0% 1.4% 1.4% 0.02 100.0%3:30:00 3:18:49 0:17:25 0:00:00 0:15:46 0:03:30 57.0 0.0 0.0% 5.4% 1.8% 0.02 50.0%4:30:00 3:58:54 0:13:11 0:00:00 0:41:34 0:04:30 64.0 0.0 0.0% 0.0% 0.0% 0.00 0.0%

Tiempo Conexion

Tiempo Conversac

ionTiempo

ACWTiempo

AUXTiempo

HoldHoras

Presencia% Positividad Portabilidad

Ratio Captacion

Portabilidad

% Portabilidad /

Alta Voz

Detalle CMS

1:30:00 0:55:00 0:10:10 0:00:00 0:02:57 0:01:30 43.0 14.0 24.6% 0.0% 0.0% 0.00 0.0%4:00:00 2:17:23 0:22:37 0:00:00 0:31:46 0:04:00 52.0 5.0 8.8% 0.0% 0.0% 0.00 0.0%4:30:00 4:33:28 0:43:10 0:00:00 0:29:38 0:04:30 64.0 0.0 0.0% 2.5% 0.0% 0.00 0.0%4:30:00 3:55:59 1:21:02 0:00:00 0:34:17 0:04:30 64.0 0.0 0.0% 0.0% 0.0% 0.00 0.0%7:00:00 3:25:15 0:03:22 7:00:00 0:27:00 0:07:00 111.3 8.0 6.7% 0.0% 0.0% 0.00 0.0%9:00:00 5:08:46 0:23:17 0:00:00 0:35:06 0:09:00 143.3 0.0 0.0% 0.0% 0.0% 0.00 0.0%

Ventas Activacion

Total Altas Voz Portabilidad Alta Nueva ADSL Fibra Vod Datos Movile Fijo Portado Acudes

76 73 3 0 13 0 8 0 0 9.0%70 67 3 0 13 2 1 0 0 5.3%65 65 0 0 15 0 0 0 0 16.4%64 64 0 0 12 2 0 0 3 5.8%66 63 3 0 10 0 1 0 0 9.5%61 59 2 0 11 0 0 0 5 14.1%59 58 1 0 4 1 3 0 1 6.6%58 56 2 0 17 1 6 0 0 7.9%56 56 0 0 6 0 0 0 58 10.6%58 56 2 0 17 0 1 0 0 5.1%55 54 1 0 8 1 0 0 59 11.3%57 54 3 0 8 0 3 0 1 8.6%54 53 1 0 7 0 0 0 0 3.8%51 50 1 0 7 1 0 0 0 11.5%51 49 2 0 4 1 0 0 0 3.4%51 48 3 0 10 3 1 0 0 3.3%47 47 0 0 14 0 1 0 0 5.6%47 45 2 0 14 0 3 0 21 5.7%50 42 8 0 16 3 6 0 77 5.0%40 38 2 0 7 0 7 0 20 5.7%36 36 0 0 9 0 1 0 13 4.9%33 31 2 0 5 1 0 0 0 2.7%24 24 0 0 6 0 4 0 17 5.6%28 24 4 0 4 0 0 0 0 0.9%22 20 2 0 4 0 0 0 0 7.0%18 18 0 0 3 0 2 0 0 0.3%15 15 0 0 1 0 1 0 0 0.0%17 15 2 0 0 0 0 0 0 57.9%8 7 1 0 5 0 0 0 0 0.0%5 5 0 0 0 0 0 0 0 2.6%5 3 2 0 1 0 0 0 0 0.0%3 2 1 0 0 0 0 0 0 0.0%1 1 0 0 0 0 0 0 0 0.0%1 1 0 0 0 0 0 0 0 0.0%2 1 1 0 0 0 0 0 1 0.0%0 0 0 0 0 0 0 0 0 0.0%

Migraciones o

Existente% Positividad

Activacion

Detalle Ventas

0 0 0 0 0 0 0 0 0 0.0%0 0 0 0 0 0 0 0 0 0.0%0 0 0 0 0 0 3 0 0 0.0%0 0 0 0 0 0 0 0 0 0.0%0 0 0 0 0 0 0 0 0 6.1%0 0 0 0 0 0 0 0 0 0.0%

Activacion

Adsl Provionado

6.28% 0.175 0.028 0.014 25 4 0 0 2 4 03.91% 0.140 0.021 0.000 20 4 0 0 5 3 0

14.73% 0.378 0.035 0.009 43 0 0 0 10 4 05.27% 0.237 0.022 0.000 32 0 0 0 5 3 07.89% 0.339 0.055 0.000 43 1 0 0 5 7 0

11.01% 0.301 0.033 0.000 36 4 0 0 6 4 05.19% 0.141 0.039 0.000 18 0 0 0 4 5 06.71% 0.153 0.028 0.000 22 0 0 0 3 4 07.82% 0.251 0.045 0.000 28 0 0 0 3 5 03.77% 0.094 0.027 0.000 14 1 0 0 5 4 0

10.28% 0.346 0.009 0.000 40 0 0 0 4 1 07.08% 0.235 0.014 0.021 33 2 0 0 1 2 03.40% 0.178 0.015 0.000 24 0 0 0 4 2 09.50% 0.326 0.062 0.000 42 1 0 0 8 8 02.99% 0.098 0.014 0.000 14 0 0 0 2 2 02.48% 0.113 0.013 0.006 18 3 0 0 1 2 04.65% 0.117 0.008 0.008 14 0 0 0 2 1 02.84% 0.096 0.061 0.009 11 0 0 0 4 7 03.39% 0.125 0.015 0.007 17 2 0 0 4 2 04.53% 0.159 0.026 0.007 24 1 0 0 3 4 03.07% 0.090 0.036 0.000 5 0 0 0 2 2 01.93% 0.058 0.007 0.007 8 1 0 0 2 1 03.83% 0.132 0.009 0.026 15 0 0 0 4 1 00.93% 0.028 0.000 0.000 2 0 0 0 1 0 04.35% 0.070 0.014 0.000 5 1 0 0 2 1 00.28% 0.007 0.000 0.000 1 0 0 0 1 0 10.00% 0.000 0.000 0.000 0 0 0 0 0 0 0

21.05% 0.025 0.031 0.000 4 1 0 0 0 5 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 02.55% 0.069 0.000 0.000 6 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 0


Portabilidad

Ratio Activacion

Portabilidad

Ratio Activacion

ADSL

Ratio Activacion

LPDActivacion

PortabilidadActivacion Alta Nueva

Activacion Migracion

Activacion Fijo Portado

Activacion ADSL

Activacion Adsl Migrado

Detalle Activacin

0.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 00.00% 0.000 0.027 0.000 0 0 0 0 1 3 00.00% 0.000 0.000 0.000 0 0 0 0 0 0 0

Activacion Codificacion Calidad Unisono

Activacion LPD Activacion HBD Codificaciones % Codificacion Promedio Monitos Cant. Monitos

0 2 0 1 0 3 362 0.0% 3.7 50 0 0 0 1 2 356 0.0% 3.4 60 1 0 0 0 0 225 0.0% 4.5 61 0 0 0 0 0 502 0.0% 3.3 60 0 0 1 1 0 413 0.0% 4.5 50 0 0 2 3 1 393 0.0% 5.0 50 0 0 0 0 4 201 0.0% 4.4 50 0 0 0 0 0 347 0.0% 3.0 50 0 0 5 0 0 263 0.0% 4.5 50 0 0 0 0 0 276 0.0% 4.2 50 0 0 3 0 0 283 0.0% 4.4 60 3 0 0 1 8 442 0.0% 4.7 60 0 0 1 0 2 722 0.0% 3.4 70 0 0 0 0 4 134 0.0% 3.4 50 0 0 0 0 1 404 0.0% 4.3 50 1 0 0 0 0 784 0.0% 4.3 120 1 0 1 0 0 136 0.0% 3.4 60 1 0 3 0 0 205 0.0% 3.7 70 1 0 3 0 2 284 0.0% 3.6 60 1 0 0 0 2 352 0.0% 4.5 50 0 0 1 0 1 203 0.0% 4.9 60 1 0 0 0 1 295 0.0% 4.4 60 3 0 3 0 0 195 0.0% 3.4 60 0 0 0 0 0 158 0.0% 1.7 30 0 0 1 0 0 100 0.0% 4.8 30 0 0 0 0 0 402 0.0% 2.4 60 0 0 0 0 0 103 0.0% 4.7 20 0 0 1 0 0 54 0.0% 5.0 20 0 0 0 0 0 112 0.0% 3.0 60 0 0 0 0 0 173 0.0% 2.8 60 0 0 0 0 0 54 0.0% 2.5 20 0 0 0 0 0 71 0.0% 4.8 20 0 0 0 0 0 83 0.0% 3.0 60 0 0 0 0 0 54 0.0% 4.4 60 0 0 0 0 0 51 0.0% 2.4 30 0 0 0 0 0 103 0.0% 3.3 3

Activacion Fibra ptica

Activacion Acude

Baja Alta Nueva

Baja Portabilidad

0 0 0 0 0 0 30 0.0% 0.0 00 0 0 0 0 0 68 0.0% 4.8 20 0 0 0 0 0 95 0.0% 4.3 60 0 0 0 0 0 99 0.0% 2.4 20 0 0 0 0 1 108 0.0% 4.5 50 0 0 0 0 0 119 0.0% 3.0 5

Fallos NPS (Satisfaccion del Cliente) Cancelaciones

Fallo Critico Fallo Leve Muestra NPS Detractores % Detractores Recuperaciones Cancelaciones

0 1 1 5 -60.0% 3 60.0% 0 00 2 2 3 33.3% 1 33.3% 0 00 0 0 12 8.3% 4 33.3% 0 00 2 2 1 -100.0% 1 100.0% 0 00 1 1 10 -30.0% 4 40.0% 0 00 1 1 9 -22.2% 4 44.4% 0 00 0 0 1 100.0% 0 0.0% 0 00 0 0 3 0.0% 1 33.3% 0 01 0 1 4 -25.0% 2 50.0% 0 01 0 1 8 50.0% 1 12.5% 1 00 1 1 5 -60.0% 3 60.0% 0 00 0 0 7 28.6% 1 14.3% 0 00 1 1 6 -83.3% 5 83.3% 0 00 0 0 7 0.0% 2 28.6% 0 00 0 0 1 100.0% 0 0.0% 0 01 0 1 5 0.0% 1 20.0% 0 00 0 0 3 0.0% 1 33.3% 0 00 0 0 1 100.0% 0 0.0% 0 01 0 1 3 33.3% 0 0.0% 0 01 1 2 1 -100.0% 1 100.0% 0 10 0 0 0 0.0% 0 0.0% 0 01 1 2 3 0.0% 1 33.3% 0 00 0 0 3 0.0% 1 33.3% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 1 0.0% 0 0.0% 0 01 0 1 1 -100.0% 1 100.0% 2 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 1 1 2 50.0% 0 0.0% 12 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 3 10 0 0 0 0.0% 0 0.0% 0 0

Total Fallos Criticos

Con qu probabilidad recomendara Vodafone

a otra empresa?

0 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 0 00 0 0 0 0.0% 0 0.0% 19 30 0 0 0 0.0% 0 0.0% 31 13

Cancelaciones

% Recuperacion % Adherencia Horas Laborables Retencion Captada Retencion Activa % Retencion Activa

0.0% 100.0% 160.0 151.3 0 0 0% 2205433376 00.0% 100.0% 144.0 143.3 0 0 0% 0 00.0% 88.3% 144.0 143.8 0 0 0% 2148369278 00.0% 97.8% 160.0 159.3 0 0 0% 0 00.0% 79.3% 160.0 159.8 0 0 0% 1030640890 10306408900.0% 100.0% 128.0 119.8 0 0 0% 4076332932 00.0% 94.4% 144.0 134.8 0 0 0% 0 10207749380.0% 100.0% 144.0 143.5 0 0 0% 0 00.0% 82.0% 136.0 136.0 0 0 0% 2038077186 0

100.0% 98.0% 152.0 151.3 0 0 0% 1032464986 00.0% 94.3% 123.0 122.8 0 0 0% 0 10207816860.0% 97.9% 152.0 143.3 0 0 0% 1015444996 00.0% 94.4% 144.0 142.8 0 0 0% 1031147679 10311476790.0% 100.0% 144.0 143.8 0 0 0% 2030871604 00.0% 100.0% 144.0 143.5 0 0 0% 0 00.0% 100.0% 160.0 159.3 0 0 0% 2045921592 00.0% 100.0% 128.0 127.3 0 0 0% 0 00.0% 94.2% 144.0 129.0 0 0 0% 1010201110 10102011100.0% 100.0% 144.0 143.5 0 0 0% 0 00.0% 95.0% 160.0 159.3 0 0 0% 1031139218 10311392180.0% 100.0% 56.0 55.5 0 0 0% 0 00.0% 95.8% 144.0 143.3 0 0 0% 0 00.0% 92.7% 137.0 122.5 0 0 0% 0 10136606340.0% 100.0% 93.0 93.0 0 0 0% 0 00.0% 100.0% 72.0 71.5 0 0 0% 0 0

100.0% 100.0% 144.0 143.3 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 00.0% 100.0% 160.0 159.3 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 0

100.0% 68.4% 160.0 151.8 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 0

75.0% 100.0% 57.0 57.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 0

Horas Laborables Sin Retributivas

Fibras Ono Activadas

Aun Incentivos

0.0% 100.0% 50.0 43.0 0 0 0% 0 00.0% 91.2% 57.0 57.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 00.0% 100.0% 64.0 64.0 0 0 0% 0 0

86.4% 93.3% 120.0 119.3 0 0 4% 0 104387102370.5% 100.0% 144.0 143.3 0 0 0% 0 0

0%0%0%0%0%0%0%0%0%0%0%0%0%0%0%0%0%0%

Ao (Todas)Campaa Front TelegestinMes eneroNo. Semana (Todas)Fecha (Todas)Estado Activo

CMS Horas Presencia

Login No. Empleado o Cedula Nombre Completo Coordinador Absentismo

63067 1032361570 Jorge Eliecer Mendoza Rojas Carolina Munevar Rojas 358 0:08:30 122.8 21.241099 1073512991 Yury Esperanza Tobar Rodriguez Maria Camila Munevar 389 0:07:00 111.8 0.241101 80050360 Carlos Esneyder Herrera Perez Maria Camila Munevar 452 0:09:30 137.0 7.063011 1023889456 Jhonatan Sneyder Lopez Rojas Carolina Munevar Rojas 267 0:09:00 136.0 24.041160 1019104141 Brayan Leonardo Penagos Bohada Carolina Munevar Rojas 592 0:09:30 144.0 16.063108 1022329838 Albert Marlon Godoy Cruz Maria Camila Munevar 715 0:08:30 127.8 32.32374 1018418694 Jeimy Johana Torres Gonzalez Carolina Munevar Rojas 599 0:10:00 160.0 0.063006 1018487649 Juan Camilo Chaparro Bejarano Carolina Munevar Rojas 507 0:09:00 129.7 14.341173 52744654 Andrea Del Pilar Aponte Rodriguez Maria Camila Munevar 527 0:10:00 154.5 5.563104 1019083574 Cristian Camilo Guerrero Hernandez Maria Camila Munevar 670 0:10:00 144.0 0.063044 1057515761 Andres Maggiver Ortiz Pea Carolina Munevar Rojas 442 0:10:00 143.7 0.363107 1116265867 Nohora Ines Sanchez Jaramillo Carolina Munevar Rojas 487 0:09:00 0.0 0.041156 1019071968 Jose David Perez Bonilla Maria Camila Munevar 481 0:09:30 137.0 7.041150 1005867765 Monica Trinidad Cuellar Mora Maria Camila Munevar 443 0:09:30 136.5 7.541182 1014253628 Daniel Santiago Zambrano Zabala Carolina Munevar Rojas 470 0:09:30 135.0 9.041117 1024483283 Leonardo Pereira Palacios Carolina Munevar Rojas 242 0:10:00 138.7 5.363151 1012431187 Heidy Mayerly Aguirre Herreo Carolina Munevar Rojas 804 0:10:00 159.9 0.163085 1014258515 Miguel Angel Restrepo Torres Maria Camila Munevar 236 0:05:30 88.0 0.041176 1019111704 Maria Daniela Rojas Correal Carolina Munevar Rojas 651 0:10:00 143.8 0.241168 1016079521 Luis Felipe Carrillo Acosta Maria Camila Munevar 489 0:10:00 144.0 0.02367 1010185360 Alexander Guzman Camelo Carolina Munevar Rojas 405 0:10:00 160.0 0.063066 1019030480 Javier Hernan Victoria Robayo Carolina Munevar Rojas 88 0:02:30 40.0 32.041147 1104701298 Diego Leandro Villanueva Aguirre Maria Camila Munevar 589 0:08:30 136.0 16.041119 1031142887 Laura Maria Torres Galindo Maria Camila Munevar 511 0:09:30 150.6 9.463090 1020797674 Ingrid Nayibe Torres Polania Maria Camila Munevar 515 0:08:30 122.0 22.041142 1026275668 Anderson Giovanny Rico Gomez Maria Camila Munevar 411 0:08:30 129.6 30.441185 1032460225 Harlan Nicolas Padilla Cruz Maria Camila Munevar 1,126 0:10:00 144.0 0.041151 1018434284 Jose Oswaldo Patio Maerinez Carolina Munevar Rojas 444 0:08:30 121.8 22.341154 1030628390 Valeria Paez Balanta Carolina Munevar Rojas 324 0:08:30 118.3 25.841143 1129519171 Carlina Maria Chavez Parra Carolina Munevar Rojas 499 0:10:00 160.0 0.041186 1071550025 Jefferson David Salcedo Lugo Carolina Munevar Rojas 564 0:10:00 137.8 6.263080 1020777572 Bryan Eduardo Valbuena Herrera Maria Camila Munevar 362 0:07:30 119.7 40.363034 1020795812 Alexander Contreras Sanchez Carolina Munevar Rojas 375 0:09:00 130.0 14.063092 1116662994 Edilberto Arenas Zarate Carolina Munevar Rojas 385 0:08:30 120.9 23.163026 1031141404 Luis Jonathan Robayo Mendez Maria Camila Munevar 229 0:04:30 62.8 17.341145 1070918548 Cristian Andres Ochoa Jimenez Maria Camila Munevar 607 0:10:00 143.9 0.1


Tiempo Ring

Horas Presencia

Consolidado x Agente

Seleccione No. Semana

Seleccione Fecha

Seleccione MesSeleccione Campaa

Seleccione Coordinador Detalle CMS

Seleccione Ao

Horas Presencia Ventas

% Absentismo % Positividad Total Altas Voz Portabilidad Alta Nueva ADSL Fibra Vod Datos Movile

14.7% 10.9% 4.2% 0.12 78.9% 19 15 4 35 10 0 100.2% 18.0% 3.6% 0.13 93.3% 15 14 1 55 23 2 324.9% 13.3% 2.7% 0.09 60.0% 20 12 8 93 20 0 20

15.0% 43.1% 4.1% 0.08 84.6% 13 11 2 129 50 0 4910.0% 9.0% 1.5% 0.06 69.2% 13 9 4 89 18 0 2220.2% 8.5% 1.0% 0.05 70.0% 10 7 3 54 26 0 250.0% 13.9% 1.2% 0.04 58.3% 12 7 5 96 34 0 37

10.0% 11.2% 1.4% 0.05 77.8% 9 7 2 66 26 2 223.4% 19.0% 1.3% 0.05 70.0% 10 7 3 116 40 0 500.0% 11.2% 0.9% 0.04 54.5% 11 6 5 64 43 0 210.2% 7.9% 1.4% 0.04 75.0% 8 6 2 49 12 0 150.0% 5.5% 1.2% 0.00 75.0% 8 6 2 63 8 0 114.9% 13.7% 1.0% 0.04 41.7% 12 5 7 57 25 0 285.2% 13.3% 1.1% 0.04 83.3% 6 5 1 75 28 0 256.3% 9.4% 1.1% 0.04 71.4% 7 5 2 82 22 1 153.7% 19.0% 2.1% 0.04 55.6% 9 5 4 62 24 0 130.1% 8.1% 0.5% 0.03 66.7% 6 4 2 100 36 0 220.0% 17.4% 1.7% 0.05 100.0% 4 4 0 59 13 1 240.1% 6.3% 0.6% 0.03 44.4% 9 4 5 67 21 0 90.0% 15.7% 0.8% 0.03 57.1% 7 4 3 65 31 2 390.0% 16.5% 1.0% 0.02 30.8% 13 4 9 104 32 0 22

44.4% 28.4% 3.4% 0.08 100.0% 3 3 0 28 12 0 1010.5% 8.7% 0.5% 0.02 50.0% 6 3 3 96 23 0 225.9% 10.2% 0.6% 0.02 60.0% 5 3 2 37 21 0 17

15.3% 6.4% 0.6% 0.02 60.0% 5 3 2 43 15 0 1319.0% 14.6% 0.7% 0.02 50.0% 6 3 3 44 26 0 280.0% 5.2% 0.3% 0.02 42.9% 7 3 4 72 23 0 29

15.5% 7.0% 0.5% 0.02 40.0% 5 2 3 28 10 0 1617.9% 11.4% 0.6% 0.02 66.7% 3 2 1 56 13 1 200.0% 10.2% 0.4% 0.01 25.0% 8 2 6 84 23 1 184.3% 14.0% 0.4% 0.01 50.0% 4 2 2 121 36 2 39

25.2% 13.0% 0.6% 0.02 50.0% 4 2 2 55 14 0 299.7% 13.6% 0.5% 0.02 40.0% 5 2 3 49 19 0 27

16.0% 8.8% 0.5% 0.02 100.0% 2 2 0 35 8 0 2421.6% 15.7% 0.4% 0.02 50.0% 2 1 1 34 14 0 200.1% 5.9% 0.0% 0.00 0.0% 2 0 2 53 16 0 16

% Positividad Portabilidad

Ratio Captacion

Portabilidad

% Portabilidad

/ Alta VozMigraciones o

Existente

Detalle Ventas

Ventas Activacion

Fijo Portado Acudes

0 0 10.6% 2.23% 0.065 0.016 0.065 8 5 0 00 0 17.2% 2.31% 0.081 0.125 0.188 9 2 0 00 0 12.6% 0.00% 0.000 0.066 0.117 0 4 0 00 3 48.7% 3.75% 0.074 0.191 0.368 10 5 0 00 0 11.3% 0.68% 0.028 0.069 0.153 4 5 0 00 0 9.7% 0.56% 0.031 0.031 0.211 4 7 0 00 0 13.2% 1.17% 0.044 0.050 0.219 7 5 0 00 0 10.7% 0.39% 0.015 0.077 0.139 2 4 0 00 0 13.9% 0.38% 0.013 0.052 0.246 2 1 0 00 0 9.0% 0.15% 0.007 0.069 0.139 1 3 0 00 0 9.0% 0.23% 0.007 0.014 0.097 1 2 0 00 0 6.4% 0.41% 0.000 0.000 0.000 2 2 0 00 1 14.3% 0.21% 0.007 0.073 0.175 1 9 0 00 0 17.4% 0.23% 0.007 0.103 0.168 1 3 0 00 0 8.1% 0.43% 0.015 0.030 0.096 2 2 0 00 0 21.9% 1.24% 0.022 0.087 0.115 3 6 0 00 1 10.0% 0.62% 0.031 0.106 0.144 5 6 0 00 0 28.0% 0.85% 0.023 0.148 0.261 2 0 0 00 2 4.9% 0.15% 0.007 0.028 0.063 1 2 0 00 0 15.5% 0.82% 0.028 0.076 0.215 4 6 0 00 0 19.3% 0.49% 0.013 0.075 0.125 2 8 0 00 0 46.6% 3.41% 0.075 0.275 0.175 3 3 0 00 0 9.7% 0.17% 0.007 0.081 0.162 1 5 2 00 9 8.0% 0.00% 0.000 0.046 0.153 0 5 0 00 0 6.8% 0.00% 0.000 0.033 0.082 0 2 0 00 0 14.6% 0.49% 0.015 0.093 0.232 2 3 0 00 0 5.3% 0.27% 0.021 0.028 0.174 3 3 0 00 0 6.3% 0.45% 0.016 0.008 0.099 2 3 0 00 1 14.5% 0.31% 0.008 0.051 0.169 1 1 0 00 2 13.4% 0.00% 0.000 0.062 0.125 0 8 0 00 0 9.6% 0.18% 0.007 0.029 0.167 1 0 0 00 0 12.4% 0.00% 0.000 0.058 0.159 0 1 0 00 0 21.1% 1.60% 0.046 0.123 0.238 6 4 0 00 0 9.9% 0.26% 0.008 0.041 0.174 1 1 0 00 0 28.4% 3.93% 0.143 0.112 0.351 9 2 0 00 2 6.8% 0.00% 0.000 0.035 0.104 0 3 0 0



Portabilidad

Ratio Activacion

Portabilidad

Ratio Activacion

ADSLRatio

Activacion LPDActivacion

PortabilidadActivacion Alta Nueva

Activacion Migracion

Activacion Fijo Portado

Detalle Activacin

Activacion Codificacion

Adsl Provionado Activacion ADSL Activacion LPD Activacion HBD

8 2 5 0.0 8 0 15 1 0 420 0.0%16 14 4 0.0 21 0 21 2 0 486 0.0%16 9 4 0.0 16 0 28 0 0 540 0.0%41 26 5 0.0 50 0 39 0 0 275 0.0%13 10 5 0.0 22 0 26 0 0 652 0.0%15 4 6 0.0 27 0 27 1 0 799 0.0%25 8 14 0.0 35 0 24 0 0 655 0.0%17 10 3 0.0 18 0 20 0 0 607 0.0%28 8 9 0.0 38 0 24 0 1 643 0.0%23 10 6 0.0 20 0 26 0 0 563 0.0%10 2 7 0.0 14 0 21 0 0 439 0.0%7 5 0 0.0 9 0 13 0 0 541 0.0%17 10 3 0.0 24 0 25 2 0 547 0.0%20 14 5 0.0 23 0 36 0 0 548 0.0%8 4 3 0.0 13 0 17 0 0 516 0.0%19 12 6 0.0 16 0 16 1 0 139 0.0%31 17 7 0.0 23 0 29 0 0 97 0.0%13 13 6 0.0 23 0 28 7 1 260 0.0%11 4 4 0.0 9 0 16 0 0 690 0.0%16 11 2 1.0 31 0 24 0 0 564 0.0%22 12 7 0.0 20 0 36 0 0 482 0.0%8 11 7 0.0 7 0 17 0 0 70 0.0%13 11 5 0.0 22 0 18 0 0 646 0.0%16 7 1 0.0 23 0 6 2 0 327 0.0%8 4 5 0.0 10 0 19 0 0 591 0.0%21 12 5 0.0 30 0 13 0 0 372 0.0%19 4 6 0.0 25 0 25 0 0 1,114 0.0%3 1 1 0.0 12 0 10 0 0 504 0.0%10 6 1 0.0 20 0 19 0 0 367 0.0%14 10 5 1.0 20 0 29 1 1 536 0.0%14 4 4 1.0 23 0 26 0 0 614 0.0%6 7 4 0.0 19 0 18 0 0 252 0.0%14 16 2 0.0 31 0 22 0 0 352 0.0%7 5 2 0.0 21 0 10 0 0 285 0.0%10 7 3 0.0 22 0 25 2 0 247 0.0%11 5 2 0.0 15 0 18 0 0 650 0.0%

Activacin Adsl Migrado

Activacion Fibra ptica

Activacion Acude

Baja Alta Nueva

Baja Portabilid

adCodificacion

es%

Codificacion

Calidad Unisono Fallos NPS (Satisfaccion del Cliente)

Promedio Monitos Cant. Monitos Fallo Critico Fallo Leve Muestra NPS Detractores % Detractores

1.6 7 0 1 1 19 0.0% 7 36.8%4.5 5 1 0 1 20 -40.0% 11 55.0%3.3 5 0 1 1 26 -3.8% 9 34.6%4.2 6 0 0 0 5 0.0% 1 20.0%3.6 11 2 0 2 29 0.0% 11 37.9%3.4 5 0 1 1 35 -34.3% 21 60.0%4.7 5 0 1 1 38 -31.6% 20 52.6%3.6 6 0 0 0 21 -4.8% 9 42.9%4.0 5 0 0 0 29 6.9% 7 24.1%2.3 5 0 0 0 19 -15.8% 9 47.4%0.0 0 0 1 1 19 21.1% 6 31.6%1.6 9 0 0 0 18 -27.8% 8 44.4%4.2 7 0 0 0 24 8.3% 6 25.0%4.3 5 0 1 1 18 -22.2% 9 50.0%3.2 6 0 0 0 25 8.0% 6 24.0%2.4 5 0 0 0 10 10.0% 3 30.0%3.9 5 3 2 5 4 0.0% 2 50.0%4.6 6 0 0 0 19 -10.5% 9 47.4%1.0 5 1 0 1 26 -23.1% 12 46.2%3.9 5 0 0 0 27 -7.4% 13 48.1%3.5 6 0 2 2 17 5.9% 4 23.5%1.5 3 0 0 0 4 25.0% 0 0.0%2.7 5 0 2 2 33 3.0% 11 33.3%3.1 7 0 0 0 10 0.0% 3 30.0%3.9 5 0 0 0 19 -42.1% 11 57.9%3.7 5 1 0 1 11 36.4% 2 18.2%4.3 7 0 1 1 56 0.0% 20 35.7%1.5 7 0 0 0 20 15.0% 7 35.0%2.3 10 0 0 0 14 7.1% 5 35.7%2.5 5 0 0 0 24 8.3% 7 29.2%3.5 5 0 0 0 11 36.4% 3 27.3%4.0 6 0 0 0 2 -100.0% 2 100.0%4.0 5 1 1 2 12 33.3% 1 8.3%1.6 5 0 0 0 15 13.3% 3 20.0%3.4 6 0 0 0 8 -62.5% 5 62.5%0.0 0 0 1 1 26 7.7% 7 26.9%

Total Fallos Criticos

Con qu probabilidad recomendara Vodafone a

otra empresa?

Cancelaciones

Recuperaciones Cancelaciones % Recuperacion % Adherencia Horas Laborables

0 0 0.0% 94.5% 144.0 130.0 00 0 0.0% 99.8% 112.0 112.0 00 0 0.0% 100.0% 144.0 137.0 00 0 0.0% 100.0% 160.0 136.0 00 0 0.0% 100.0% 160.0 144.0 00 0 0.0% 99.8% 160.0 144.0 00 0 0.0% 100.0% 160.0 160.0 00 0 0.0% 99.7% 130.0 130.0 00 0 0.0% 96.6% 160.0 160.0 00 0 0.0% 100.0% 144.0 144.0 00 0 0.0% 99.8% 144.0 144.0 00 0 0.0% 0.0% 0.0 0.0 00 0 0.0% 100.0% 144.0 144.0 00 0 0.0% 94.8% 144.0 144.0 00 0 0.0% 99.3% 144.0 144.0 00 0 0.0% 99.9% 144.0 144.0 00 0 0.0% 99.9% 160.0 160.0 00 0 0.0% 100.0% 88.0 88.0 00 0 0.0% 99.9% 144.0 144.0 00 0 0.0% 100.0% 144.0 144.0 00 0 0.0% 100.0% 160.0 160.0 00 0 0.0% 100.0% 72.0 40.0 00 0 0.0% 89.5% 152.0 152.0 22094025960 0 0.0% 99.1% 160.0 160.0 00 0 0.0% 93.8% 137.0 130.0 10207976740 0 0.0% 99.5% 160.0 130.2 00 0 0.0% 100.0% 144.0 144.0 00 0 0.0% 99.8% 144.0 122.0 00 0 0.0% 86.9% 144.0 136.0 20612567800 0 0.0% 100.0% 160.0 160.0 00 0 0.0% 97.8% 144.0 144.0 00 0 0.0% 99.7% 160.0 160.0 00 0 0.0% 100.0% 130.0 130.0 00 0 0.0% 84.0% 144.0 144.0 22333259880 0 0.0% 98.0% 80.0 64.0 00 0 0.0% 99.9% 144.0 144.0 0

Horas Laborables

Sin Retributivas

Aun Incentivos

FORMATO SEGUIMIENTO Y CONTROL AGENTE VODAFONE EMPRESAS

Fecha Retroalimentacion: Saturday, September 19, 2015

AGENTE Luisa Fernanda Molano VanegasCOORDINADOR Mauricio BenitezMES September LOGIN 41125 CAMPAA Front 1443 Comercial

OBJETIVO

INDICADORES MES Week 2 Week 3 Week 4 Week 5

1 % NPS 5% Err:502 Err:502 Err:502 Err:5021 AHT 08:00 Err:502 Err:502 Err:502 Err:5021 % Codificacion 95% Err:502 Err:502 Err:502 Err:5021 Ventas Portabilidades 80 Err:502 Err:502 Err:502 Err:5021 Fallos Criticos 0 Err:502 Err:502 Err:502 Err:5021 Calidad Unisono 4.5 Err:502 Err:502 Err:502 Err:5021 % Activacion 60.0% Err:502 Err:502 Err:502 Err:5021 % Detractores 20.0% Err:502 Err:502 Err:502 Err:5021 % Recontra oferta 0.0% Err:502 Err:502 Err:502 Err:502

Retroalimentacion:

Compromiso% NPSAHT% CodificacionVentas PortabilidadesFallos CriticosCalidad Unisono% Activacion% Detractores% Recontra ofertaFecha de Proxima retroalimentacion: Saturday, September 26, 2015

Compromiso adquirido x Agente: Compromiso Coordinador:

-------------------------------------------- -------------------------------------------

KPI's por lo cuales es retroalimentado el Agente

Objetivos a alcanzar en KPI's para la proxima

retroalimentacion

Week 2 Week 3 Week 4 Week 50%

200%

400%600%

800%

1000%

1200%

% Detractores Linear (% Detractores)Linear (% Detractores) % Codificacion

% NPSAHT

Ventas Portabilidades

% Codificacion% Detractores% Recontraoferta

% Activacion

Calidad UnisonoFallos Criticos

FIRMA AGENTE FIRMA COORDINADOR

FORMATO SEGUIMIENTO Y CONTROL AGENTE VODAFONE EMPRESAS

Saturday, September 19, 2015

2Front 1443 Comercial

Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502Err:502 Err:502

Compromiso

Saturday, September 26, 2015Compromiso Coordinador:

-------------------------------------------

Mes Acumulado

Cumplimiento VS Objetivo

Week 2 Week 3 Week 4 Week 50%

200%

400%600%

800%

1000%

1200%

% Detractores Linear (% Detractores)Linear (% Detractores) % Codificacion

% Detractores% Recontraoferta

% Activacion

FIRMA COORDINADOR

Nombre: Miguel Angel Restrepo TorresFecha retroalimentacion: Saturday, September 19, 2015Coordinador Maria Camila Munevar

Puntos Fuertes

Puntos Mejora

Evolucion mes Anterior

Acciones Formativas

FORMATO DE SEGUIMIENTO CALIDAD

--------------------------------------------------------------------FIRMA AGENTE

--------------------------------------------------------------------FIRMA CORRDINADOR

Ao 2014Mes diciembreLOGIN 63085

Items 15997 15998 16093 16450 16452Utiliza saludo adecuado 1 1 1 1 1Identifica en primera instancia el responsable / titular y nombre del interlocutor 1 1 1 1 1Personaliza la llamada 1 1 1 1 1Se ajusta a la velocidad del cliente 1 0 1 1 1Habla de manera clara 0 1 1 1 1Utiliza una correcta entonacin 1 1 1 1 1Utiliza Muletillas / Frases coloquiales / Localismos / extranjerismos 1 1 1 0 0Utiliza formulas de cortesia 1 1 1 1 1Utiliza expresiones adecuadas y/o comerciales 1 1 1 1 1Reformula 0 0 0 1 0Empatiza 1 1 1 1 1Utiliza frases cortas,concretas y conexas 1 1 1 1 1Utiliza tecnicismos 1 1 1 1 1Informa al cliente el motivo de los tiempos de espera 1 1 1 0 0Retoma la llamada en tiempo establecido? (30 Seg.) 0 1 1 0 0Agradece los tiempos de espera? 1 1 1 1 1Ofrece asistencia adicional 1 1 1 1 1Evita contactos posteriores 1 1 1 1 1Se despide adecuadamente 1 1 1 1 1Control de llamada 1 1 1 1 1SERVICIO 4.3 4.5 4.8 4.3 4.0Pasa poltica de Seguridad 1 1 1 1 1Escucha activamente al cliente 1 1 1 1 1Realiza sondeo bsico de las necesidades del Cliente y oferta de manera comercial 1 1 1 1 1Demuestra tener los conocimientos basicos. 1 1 1 1 1Rebate las objeciones del cliente 1 1 1 1 1Responde correctamente a las dudas del cliente 1 1 1 1 1Utiliza argumentos de venta engaosos / omite informacion 1 1 1 1 1

FORMATO DE SEGUIMIENTO CALIDAD

Usa correctamente las herramientas disponibles 1 1 1 1 1Ofrece productos y servicios adicionales(Crosselling/Upsselling) 1 1 1 1 1Lleva al cliente aun cierre de venta efectivo 1 1 1 1 1

1 1 1 1 1

Aplica procedimiento correcto 1 1 1 1 1Tipifica correctamente la llamada 1 1 1 1 1Realiza transferencia correctamente 1 1 1 1 1Maltrata al cliente 1 1 1 1 1PRECISIN 5.0 5.0 5.0 5.0 5.0TOTAL ESCUCHAS 4.6 4.7 4.9 4.6 4.4

TOTAL MONITOREO 4.6

Realiza correctamente la confirmacion dela tarifa contratada / informa de los pasos a seguir

Resumen x diaConsolidado X CoordinadorConsolidado X Agente 1443Consolidado X Agente TLGPlntilla Seg-AgentesPlantilla Calidad

Check Box 1: YesCheck Box 2: YesCheck Box 4: YesCheck Box 5: YesCheck Box 6: YesCheck Box 7: YesCheck Box 8: YesCheck Box 9: YesCheck Box 10: YesCheck Box 6_2: YesCheck Box 7_2: YesCheck Box 8_2: Yes

Semaforo_1443_1500_Ene_Inc.xlsx

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Transcript of Semaforo_1443_1500_Ene_Inc.xlsx