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CSD - Training
Mobility
June
INHOUSE
MAH
CSD Training Tracker
NHIP - POSTPAID Unit Target
Are you following L1,L2,L3,L4,L5 YES/NO
Total Trainees at the appeared for Induction Head Count
Absconding/Left Head Count
Remaining Agents Formulae 0
NO of trainees Certified by Training (L4) Head Count
NO of trainees Certified by SA (L5) Head Count
NOn Certified (L5) Formulae 0
Certified (L5) Formulae 0
Category 1-(Between 80%-90%) Head Count
Category 2-(Between 91%-100%) Formulae 0
Training Certification Score L4 Formulae 95% #DIV/0!
Agent Certification Score ( L5 ) % 85%
Feedback Score After the Training % 95%
Number of trainees who met the budget for first SA Score Formulae 95% 48
SA Certification Efficacy % 95% #DIV/0!
Training Certification Efficacy % 95% #DIV/0!
Onfloor Performance
Ecertification
JKQ conducted by eCert YES/NO Yes
Induction Certifications conducted by eCert YES/NO
Refresher Certifications conducted by eCert YES/NO No
NPD Certifications conducted by eCert YES/NO
JKQ
JKQ of the entire call Centre % 85% 96%
Total NO. of Agents Count 128
Total appeared Count 127
Number of agents who did NOt appear for JKQ Count 1
NO of agents who met budget Count 95% 121
JKQ Pass % % 95% 95%
New batch
Total appeared Count 22
NO of agents who met budget of 75% Count 95% 18
Cumulative score of only the new agents % 89%
JKQ Pass % % 95% 82%
Existing Staff
Total appeared Count 106
NO of agents who met budget of 85% Count 95% 103
Cumulative score of only the Existing agents % 85% 97%
JKQ Pass % % 95% 97%
ICE
ICE Score of the Entire Call Centre % 85% 83%
Total appeared Count 23
NO of agents who met budgets Count 62
ICE Pass % % 95% 272%
New batch
Total appeared Count 22
ICE Score of New batch % 75% 80%
NO of agents who met budget of 75% % 18
ICE Pass % % 95% 4%
Existing Staff
Total appeared Count 80
ICE Score of existing Batch % 85% 83%
NO of agents who met budget of 85% Count 44
ICE Pass % Formulae 95% 1.04%
FCR
FCR Score of the Entire Postpaid Call Centre % 85% 76%
Total appeared Count 125
NO of agents who met budgets Formulae 12
FCR Pass % 164
New batch
Total appeared Count 22
FCR Score of New batch % 85% 74%
NO of agents who met budget of 75% 12
FCR Pass % Formulae 95% 3.36%
Existing Staff
Total appeared Count 101
FCR Score of existing Batch % 85% 76%
NO of agents who met budget of 85% Count 0
FCR Pass % Formulae 95% 1%
Close Cancelled
Total Number of SRs raised for circle Count 21132
Total SRs Closed Cancelled Count
Total agents who closed cancelled SRs Count 0
% Close Cancelled for Circle Formulae <1% 0.00%
New batch
Instructions
> NA If not Applicable as no new Hire happened
> No Data If You or your team does not have the data/or does/have not analysed such data
> Formulae Cell - DO NOT EDIT
> SPOC Person who is mailing the dashboard to MO
0 0 > Incase the has been no new Induction batch, Point number 1 all becomes NA and all the placec you are required to fill d
> Please read All comments
> New Batch Agents < 30 Days
0 0 > Exsisting Batch Agents > 30 Days
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