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CSAT Advanced Reporting System

The document describes a Samsung CSS reporting system that provides concise summaries of customer satisfaction survey results. The system allows filtering results by account, site, line of business, team, agent, product, and survey question. It can show results by day, week, month, or custom periods. The system aims to satisfy the reporting needs of various operational personnel through customizable and visual reports generated from raw survey data.

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The Samsung Advanced CSS Reporting System V1.1 (CSS Stands For Customer Satisfaction Survey) CSAT KPI
CSS Advanced Reporting System Agenda To whom (who will benefit from this system)? Benifits Screenshots
To whom?
CSS Advanced Reporting System To whom? •This system is made to satisfy all the operational personnel levels needs regarding the customer satisfaction survey KPI (CSAT) • Admin responsible(s) • Supervisors (Team Leaders) • Assistant Contact Center Managers (ACMs) • Contact Center Managers (CCMs) • Account Mangers To whom?
Benefits
CSS Advanced Reporting System Benefits • It can calculate and filter results per account, site, LOB (line of business), team, and agent • It can also calculate and filter results per product group (e.g. TVs, Fridges, Mobiles, etc...) and specific model codes for specific products • It can calculate and filter results for one or all of the survey questions (Overall Satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call) • It can also calculate and filter results for specific answers within a chosen survey question(s) • It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report. • It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...) • It can show the number of surveys below the scores (counts) for any given day/week/month/period. Benefits
CSS Advanced Reporting System Benefits • It can also show the target for each specific survey question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green). • It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...). • It can also get the important RAW data columns only (Used in daily coaching by supervisors). • It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend and surveys counts. • It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report again. • Finally it can mix any or all of the previous filters/features/options together in one report or in separate reports upon preferences. Benefits
Screenshots
CSS Advanced Reporting System Screenshots • Now we will repeat all the previous benefits with screenshots • Below is the main screen in which you can paste daily surveys RAW data exported from SAP (as an excel format) to be inserted into the internal private made database inside the system (all made on MS Excel) for further use through the “Queries Interface” program which is also created by MS Excel VBA (Macros) Screenshots Dashboard to show current figures for the whole system Buttons panel
CSS Advanced Reporting System Screenshots • After clicking on the “Queries Interface” the below panel will appear Screenshots
CSS Advanced Reporting System Screenshots • It can filter the results per Account, site, LOB (Line of Business), team and agent Screenshots
CSS Advanced Reporting System Screenshots • The below is the filter used for showing the CSAT (CSS) figures for the whole account (for all the sites in UK and Egypt) as an overall • The results are automatically generated on a separate excel sheet Screenshots 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS Filter Results
CSS Advanced Reporting System Screenshots • The below is the filter used for showing the CSAT (CSS) figures for 3 Samsung UK customer services sites (Cairo – Egypt, Newry and Leeds in UK) • The results are automatically generated on a separate excel sheet Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 82.50% 95.00% 88.75% 95.45% 91.67% 91.18% Target 86% 86% 86% 86% 86% 86% Count 10 10 20 11 3 34 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 87.50% 70.73% 76.59% 78.03% 69.83% 75.40% Target 86% 86% 86% 86% 86% 86% Count 22 41 63 33 29 125 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 68.75% 95.83% 85.00% 100.00% 88.46% Target 86% 86% 86% 86% 86% Count 4 6 10 3 13 Date Overall Satisfaction NEW Date Overall Satisfaction CAI Date Overall Satisfaction LEE
CSS Advanced Reporting System Screenshots • The below is the filter used for showing the CSAT (CSS) figures for 3 lines of businesses • The results are automatically generated on a separate excel sheet Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 62.50% 78.57% 72.73% 100.00% 45.45% 72.73% Target 70% 70% 70% 70% 70% 70% Count 8 14 22 11 11 44 Score 96.88% 98.21% 97.73% 100.00% 70.45% 91.48% Target 93% 93% 93% 93% 93% 93% Count 8 14 22 11 11 44 Hom eAppliances Date FCR Courtesy Audio -Visual Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% Count 1 1 1 2 Score 100.00% 100.00% 100.00% 100.00% Target 93% 93% 93% 93% Count 1 1 1 2 Courtesy Hom eAppliances Date Notebooks Date FCR 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% 70% 70% Count 4 2 6 3 1 10 Score 100.00% 100.00% 100.00% 91.67% 100.00% 97.50% Target 93% 93% 93% 93% 93% 93% Count 4 2 6 3 1 10 Date FCR Courtesy Notebooks
CSS Advanced Reporting System Screenshots • It can also filter the results per product group (e.g. Fridges, Mobiles, etc...) and/or specific model codes for specific products (e.g. Samsung Galaxy S3 and S4, etc...) Screenshots
CSS Advanced Reporting System Screenshots Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS • The above results are for the surveys done on the selected product groups only and it can be done on any agent group filter you choose
CSS Advanced Reporting System Screenshots Screenshots Filter Results • The above results are for the surveys done on the selected model codes only (Samsung Galaxy S3 and S4) 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 93.75% 55.56% 67.31% 65.62% 65.00% 66.35% Target 86% 86% 86% 86% 86% 86% Count 4 9 13 8 5 26 Score 100.00% 33.33% 53.84% 62.50% 60.00% 57.69% Target 70% 70% 70% 70% 70% 70% Count 4 9 13 8 5 26 Score 93.75% 97.22% 96.15% 84.38% 90.00% 91.35% Target 93% 93% 93% 93% 93% 93% Count 4 9 13 8 5 26 Score 1.25 2.7778 2.3077 2.25 2.8 2.3846 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 4 9 13 8 5 26 Score 50.00% 0.00% 15.38% 25.00% 40.00% 23.08% Target Count 4 9 13 8 5 26 M obiles Date Overall Satisfaction FCR Courtesy Effort NPS
CSS Advanced Reporting System Screenshots • It can filter results for one or all of the CSAT (CSS) questions (Overall satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call) Screenshots Filter Results • The above results shows only figures for the 3 selected questions 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Date Overall Satisfaction FCR Effort AllSites
CSS Advanced Reporting System Screenshots • It can also filter results for specific answers within a chosen CSAT (CSS) question(s) Screenshots Filter Results • The above results shows only the “Very Satisfied” answers from 5 available answers for the overall satisfaction question and the “Yes” answer from 2 available answers for the first call resolution question 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 86% 86% 86% 86% 86% 86% Count 23 27 50 31 12 93 [5] Very satisfied (Q22) 23 27 50 31 12 93 Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% 70% 70% Count 23 27 50 31 12 93 YES (Q30) 23 27 50 31 12 93 Date Overall Satisfaction FCR AllSites
CSS Advanced Reporting System Screenshots • It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report. Screenshots Filter Results • The above results shows results per day, week and total without months as selected 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS
CSS Advanced Reporting System Screenshots • It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...) Screenshots Filter Results • The above results shows results per month and per total as selected (for a period of 6 months) Dec Jan Feb Mar Apr Total Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39% Target 86% 86% 86% 86% 86% 86% Count 260 297 292 267 221 1371 Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11% Target 70% 70% 70% 70% 70% 70% Count 260 297 293 267 221 1372 Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50% Target 93% 93% 93% 93% 93% 93% Count 260 297 293 267 221 1372 Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 259 296 290 264 219 1361 Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95% Target Count 256 294 289 263 220 1356 CAI Date Overall Satisfaction FCR Courtesy Effort NPS
CSS Advanced Reporting System Screenshots • It can show the number of surveys below the scores (counts) for any given day/week/month/period. Screenshots Filter Results • The above results shows surveys counts per month and per total Dec Jan Feb Mar Apr Total Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39% Target 86% 86% 86% 86% 86% 86% Count 260 297 292 267 221 1371 Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11% Target 70% 70% 70% 70% 70% 70% Count 260 297 293 267 221 1372 Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50% Target 93% 93% 93% 93% 93% 93% Count 260 297 293 267 221 1372 Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 259 296 290 264 219 1361 Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95% Target Count 256 294 289 263 220 1356 CAI Date Overall Satisfaction FCR Courtesy Effort NPS
CSS Advanced Reporting System Screenshots • It can also show the target for each specific CSAT (CSS) question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green). Screenshots Filter Results • The above results shows target formatting 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS
CSS Advanced Reporting System Screenshots • It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...). Screenshots Filter Results • The above results shows overall ranks and specific rank for each CSAT question with a timeline graph. 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate Date AllSites 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total 6.08 4.29 4.99 5.83 3.16 4.88 Overall Satisfaction Rank 1.43 1.14 1.26 1.40 1.03 1.25 FCR Rank 1.46 0.46 0.85 1.23 0.25 0.84 Courtesy Rank 1.78 1.77 1.78 1.64 1.41 1.67 Effort Rank 0.95 0.46 0.65 1.02 0.25 0.67 NPS Rank 0.46 0.46 0.46 0.53 0.22 0.44 Date Overall Rank AllSites 0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 All Sites Overall Rank
CSS Advanced Reporting System Screenshots • It can also get the important RAW data columns only (Used in daily coaching by supervisors). Screenshots Filter Results • The above results shows overall RAW data. Transaction No Recipient Recipient name Employee reps Employee reps name 2121961947 2184002702 [LEE] Daniel Lockett 2184002702 [LEE] Daniel Lockett 2121997760 2184001341 [CAI] Luke Adams (Alaa Adly Mo 2184001341 [CAI] Luke Adams (Alaa Adly Mo 2122002743 2184002822 [LEE] Nuhmaan Aqid Ahmad 2184002822 [LEE] Nuhmaan Aqid Ahmad Act date Model CIC product group OSAT FCR Courtesy 5/1/2014 GT-I9505 HHP [5] Very satisfied (Q22) YES (Q30) [4] Satisfied (Q20) 5/1/2014 NP530U4B-A COM [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20) 5/1/2014 SM-T210 HHP [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20) Effort NPS DISSATISFACTION OSAT Col 1 [2] Slightly less than I expected (Q36) [8] [PASSIVE] (Q29) [3] About as much as I expected (Q36) [10] LIKELY [PROMOTER] (Q29) [1] Far less than I expected (Q36) [10] LIKELY [PROMOTER] (Q29) Remark-Customer Comment1 Remark-Customer Comment2 The customer stated the agent was very polite, patient and helpful The agent the customer spoke to was absolutely marvellous The customer phoned the support team because he had a very poor signal on his phone, the agent kept suggesting things and saying it should be
CSS Advanced Reporting System Screenshots • It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend line and surveys counts. Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate AllSites Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS 71.88% 73.88% 75.88% 77.88% 79.88% 81.88% 83.88%All Sites Overall Satisfaction
CSS Advanced Reporting System Screenshots • It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report after new RAW data insertion Screenshots
CSS Advanced Reporting System Screenshots • Finally it can mix any or all of the previous filters/features/options together in one report which will be automatically generated on a separate output excel sheet after pressing Execute. Screenshots
CSS Advanced Reporting System Screenshots • All that is made under Microsoft Excel using macros and visual basic for applications (VBA) Screenshots
Thank you

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CSAT Advanced Reporting System

  • 1.
    The Samsung AdvancedCSS Reporting System V1.1 (CSS Stands For Customer Satisfaction Survey) CSAT KPI
  • 2.
    CSS Advanced ReportingSystem Agenda To whom (who will benefit from this system)? Benifits Screenshots
  • 3.
  • 4.
    CSS Advanced ReportingSystem To whom? •This system is made to satisfy all the operational personnel levels needs regarding the customer satisfaction survey KPI (CSAT) • Admin responsible(s) • Supervisors (Team Leaders) • Assistant Contact Center Managers (ACMs) • Contact Center Managers (CCMs) • Account Mangers To whom?
  • 5.
  • 6.
    CSS Advanced ReportingSystem Benefits • It can calculate and filter results per account, site, LOB (line of business), team, and agent • It can also calculate and filter results per product group (e.g. TVs, Fridges, Mobiles, etc...) and specific model codes for specific products • It can calculate and filter results for one or all of the survey questions (Overall Satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call) • It can also calculate and filter results for specific answers within a chosen survey question(s) • It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report. • It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...) • It can show the number of surveys below the scores (counts) for any given day/week/month/period. Benefits
  • 7.
    CSS Advanced ReportingSystem Benefits • It can also show the target for each specific survey question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green). • It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...). • It can also get the important RAW data columns only (Used in daily coaching by supervisors). • It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend and surveys counts. • It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report again. • Finally it can mix any or all of the previous filters/features/options together in one report or in separate reports upon preferences. Benefits
  • 8.
  • 9.
    CSS Advanced ReportingSystem Screenshots • Now we will repeat all the previous benefits with screenshots • Below is the main screen in which you can paste daily surveys RAW data exported from SAP (as an excel format) to be inserted into the internal private made database inside the system (all made on MS Excel) for further use through the “Queries Interface” program which is also created by MS Excel VBA (Macros) Screenshots Dashboard to show current figures for the whole system Buttons panel
  • 10.
    CSS Advanced ReportingSystem Screenshots • After clicking on the “Queries Interface” the below panel will appear Screenshots
  • 11.
    CSS Advanced ReportingSystem Screenshots • It can filter the results per Account, site, LOB (Line of Business), team and agent Screenshots
  • 12.
    CSS Advanced ReportingSystem Screenshots • The below is the filter used for showing the CSAT (CSS) figures for the whole account (for all the sites in UK and Egypt) as an overall • The results are automatically generated on a separate excel sheet Screenshots 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS Filter Results
  • 13.
    CSS Advanced ReportingSystem Screenshots • The below is the filter used for showing the CSAT (CSS) figures for 3 Samsung UK customer services sites (Cairo – Egypt, Newry and Leeds in UK) • The results are automatically generated on a separate excel sheet Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 82.50% 95.00% 88.75% 95.45% 91.67% 91.18% Target 86% 86% 86% 86% 86% 86% Count 10 10 20 11 3 34 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 87.50% 70.73% 76.59% 78.03% 69.83% 75.40% Target 86% 86% 86% 86% 86% 86% Count 22 41 63 33 29 125 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 68.75% 95.83% 85.00% 100.00% 88.46% Target 86% 86% 86% 86% 86% Count 4 6 10 3 13 Date Overall Satisfaction NEW Date Overall Satisfaction CAI Date Overall Satisfaction LEE
  • 14.
    CSS Advanced ReportingSystem Screenshots • The below is the filter used for showing the CSAT (CSS) figures for 3 lines of businesses • The results are automatically generated on a separate excel sheet Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 62.50% 78.57% 72.73% 100.00% 45.45% 72.73% Target 70% 70% 70% 70% 70% 70% Count 8 14 22 11 11 44 Score 96.88% 98.21% 97.73% 100.00% 70.45% 91.48% Target 93% 93% 93% 93% 93% 93% Count 8 14 22 11 11 44 Hom eAppliances Date FCR Courtesy Audio -Visual Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% Count 1 1 1 2 Score 100.00% 100.00% 100.00% 100.00% Target 93% 93% 93% 93% Count 1 1 1 2 Courtesy Hom eAppliances Date Notebooks Date FCR 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% 70% 70% Count 4 2 6 3 1 10 Score 100.00% 100.00% 100.00% 91.67% 100.00% 97.50% Target 93% 93% 93% 93% 93% 93% Count 4 2 6 3 1 10 Date FCR Courtesy Notebooks
  • 15.
    CSS Advanced ReportingSystem Screenshots • It can also filter the results per product group (e.g. Fridges, Mobiles, etc...) and/or specific model codes for specific products (e.g. Samsung Galaxy S3 and S4, etc...) Screenshots
  • 16.
    CSS Advanced ReportingSystem Screenshots Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS • The above results are for the surveys done on the selected product groups only and it can be done on any agent group filter you choose
  • 17.
    CSS Advanced ReportingSystem Screenshots Screenshots Filter Results • The above results are for the surveys done on the selected model codes only (Samsung Galaxy S3 and S4) 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 93.75% 55.56% 67.31% 65.62% 65.00% 66.35% Target 86% 86% 86% 86% 86% 86% Count 4 9 13 8 5 26 Score 100.00% 33.33% 53.84% 62.50% 60.00% 57.69% Target 70% 70% 70% 70% 70% 70% Count 4 9 13 8 5 26 Score 93.75% 97.22% 96.15% 84.38% 90.00% 91.35% Target 93% 93% 93% 93% 93% 93% Count 4 9 13 8 5 26 Score 1.25 2.7778 2.3077 2.25 2.8 2.3846 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 4 9 13 8 5 26 Score 50.00% 0.00% 15.38% 25.00% 40.00% 23.08% Target Count 4 9 13 8 5 26 M obiles Date Overall Satisfaction FCR Courtesy Effort NPS
  • 18.
    CSS Advanced ReportingSystem Screenshots • It can filter results for one or all of the CSAT (CSS) questions (Overall satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call) Screenshots Filter Results • The above results shows only figures for the 3 selected questions 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Date Overall Satisfaction FCR Effort AllSites
  • 19.
    CSS Advanced ReportingSystem Screenshots • It can also filter results for specific answers within a chosen CSAT (CSS) question(s) Screenshots Filter Results • The above results shows only the “Very Satisfied” answers from 5 available answers for the overall satisfaction question and the “Yes” answer from 2 available answers for the first call resolution question 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 86% 86% 86% 86% 86% 86% Count 23 27 50 31 12 93 [5] Very satisfied (Q22) 23 27 50 31 12 93 Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Target 70% 70% 70% 70% 70% 70% Count 23 27 50 31 12 93 YES (Q30) 23 27 50 31 12 93 Date Overall Satisfaction FCR AllSites
  • 20.
    CSS Advanced ReportingSystem Screenshots • It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report. Screenshots Filter Results • The above results shows results per day, week and total without months as selected 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS
  • 21.
    CSS Advanced ReportingSystem Screenshots • It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...) Screenshots Filter Results • The above results shows results per month and per total as selected (for a period of 6 months) Dec Jan Feb Mar Apr Total Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39% Target 86% 86% 86% 86% 86% 86% Count 260 297 292 267 221 1371 Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11% Target 70% 70% 70% 70% 70% 70% Count 260 297 293 267 221 1372 Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50% Target 93% 93% 93% 93% 93% 93% Count 260 297 293 267 221 1372 Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 259 296 290 264 219 1361 Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95% Target Count 256 294 289 263 220 1356 CAI Date Overall Satisfaction FCR Courtesy Effort NPS
  • 22.
    CSS Advanced ReportingSystem Screenshots • It can show the number of surveys below the scores (counts) for any given day/week/month/period. Screenshots Filter Results • The above results shows surveys counts per month and per total Dec Jan Feb Mar Apr Total Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39% Target 86% 86% 86% 86% 86% 86% Count 260 297 292 267 221 1371 Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11% Target 70% 70% 70% 70% 70% 70% Count 260 297 293 267 221 1372 Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50% Target 93% 93% 93% 93% 93% 93% Count 260 297 293 267 221 1372 Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 259 296 290 264 219 1361 Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95% Target Count 256 294 289 263 220 1356 CAI Date Overall Satisfaction FCR Courtesy Effort NPS
  • 23.
    CSS Advanced ReportingSystem Screenshots • It can also show the target for each specific CSAT (CSS) question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green). Screenshots Filter Results • The above results shows target formatting 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS
  • 24.
    CSS Advanced ReportingSystem Screenshots • It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...). Screenshots Filter Results • The above results shows overall ranks and specific rank for each CSAT question with a timeline graph. 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate Date AllSites 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total 6.08 4.29 4.99 5.83 3.16 4.88 Overall Satisfaction Rank 1.43 1.14 1.26 1.40 1.03 1.25 FCR Rank 1.46 0.46 0.85 1.23 0.25 0.84 Courtesy Rank 1.78 1.77 1.78 1.64 1.41 1.67 Effort Rank 0.95 0.46 0.65 1.02 0.25 0.67 NPS Rank 0.46 0.46 0.46 0.53 0.22 0.44 Date Overall Rank AllSites 0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 All Sites Overall Rank
  • 25.
    CSS Advanced ReportingSystem Screenshots • It can also get the important RAW data columns only (Used in daily coaching by supervisors). Screenshots Filter Results • The above results shows overall RAW data. Transaction No Recipient Recipient name Employee reps Employee reps name 2121961947 2184002702 [LEE] Daniel Lockett 2184002702 [LEE] Daniel Lockett 2121997760 2184001341 [CAI] Luke Adams (Alaa Adly Mo 2184001341 [CAI] Luke Adams (Alaa Adly Mo 2122002743 2184002822 [LEE] Nuhmaan Aqid Ahmad 2184002822 [LEE] Nuhmaan Aqid Ahmad Act date Model CIC product group OSAT FCR Courtesy 5/1/2014 GT-I9505 HHP [5] Very satisfied (Q22) YES (Q30) [4] Satisfied (Q20) 5/1/2014 NP530U4B-A COM [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20) 5/1/2014 SM-T210 HHP [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20) Effort NPS DISSATISFACTION OSAT Col 1 [2] Slightly less than I expected (Q36) [8] [PASSIVE] (Q29) [3] About as much as I expected (Q36) [10] LIKELY [PROMOTER] (Q29) [1] Far less than I expected (Q36) [10] LIKELY [PROMOTER] (Q29) Remark-Customer Comment1 Remark-Customer Comment2 The customer stated the agent was very polite, patient and helpful The agent the customer spoke to was absolutely marvellous The customer phoned the support team because he had a very poor signal on his phone, the agent kept suggesting things and saying it should be
  • 26.
    CSS Advanced ReportingSystem Screenshots • It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend line and surveys counts. Screenshots Filter Results 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate AllSites Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62% Target 86% 86% 86% 86% 86% 86% Count 37 57 94 47 32 173 Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10% Target 70% 70% 70% 70% 70% 70% Count 37 57 94 47 32 173 Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19% Target 93% 93% 93% 93% 93% 93% Count 37 57 94 47 32 173 Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275 Target 2.5 2.5 2.5 2.5 2.5 2.5 Count 37 57 94 45 32 171 Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61% Target Count 37 56 93 47 32 172 AllSites Date Overall Satisfaction FCR Courtesy Effort NPS 71.88% 73.88% 75.88% 77.88% 79.88% 81.88% 83.88%All Sites Overall Satisfaction
  • 27.
    CSS Advanced ReportingSystem Screenshots • It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report after new RAW data insertion Screenshots
  • 28.
    CSS Advanced ReportingSystem Screenshots • Finally it can mix any or all of the previous filters/features/options together in one report which will be automatically generated on a separate output excel sheet after pressing Execute. Screenshots
  • 29.
    CSS Advanced ReportingSystem Screenshots • All that is made under Microsoft Excel using macros and visual basic for applications (VBA) Screenshots
  • 30.