Subject: RE: [Test Results] - India - Final Test
From: Brian Sexton <[email-masked]>
To: Jana Garbe <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Maiwenn Gouthe <[email-masked]>, David Lee <[email-masked]>
Date: Thu, 28 Feb 2019 09:56:53 +0000

Hi @Urvika Chaudhary<mailto:[email-masked]>,

Please see below the results of the final assessment for these trainees.

Kind regards,
Brian

From: Jana Garbe
Sent: Thursday 28 February 2019 15:23
To: Brian Sexton <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>; Maiwenn Gouthe <[email-masked]>; David Lee <[email-masked]>
Subject: [Test Results] - India - Final Test
Importance: High

Hi Brian,

Please find below the results of the agents who have taken the test so far. Ravi and Nitish will take part in the test later today.

Scenario I - Test

[Training Final Test]

Passed

100.00%

23m 16s

Scenario II - Test

[Training Final Test]

Not passed

60.00%

17m 25s

Abel Calumona

Scenario III - Test

[Training Final Test]

Not passed

40.00%

19m 12s

Scenario IV - Test

[Training Final Test]

Not passed

20.00%

20m 7s

Scenario V

[Training Final Test]

Passed

80.00%

5m 2s

60.00%

Scenario I - Test

[Training Final Test]

Passed

90.00%

30m 19s

Scenario II - Test

[Training Final Test]

Passed

90.00%

19m 29s

Scenario III - Test

[Training Final Test]

Not passed

60.00%

16m 46s

Christian Sitele

Scenario IV - Test

[Training Final Test]

Passed

100.00%

12m 56s

Scenario V

[Training Final Test]

Not passed

50.00%

29m 30s

78.00%

Scenario I - Test

[Training Final Test]

Not passed

70.00%

15m

Scenario II - Test

[Training Final Test]

Not passed

70.00%

7m 2s

Scenario III - Test

[Training Final Test]

Not passed

70.00%

13m

David Glowalla

Scenario IV - Test

[Training Final Test]

Passed

100.00%

7m 52s

Scenario V

[Training Final Test]

Passed

100.00%

17m 1s

82.00%

Scenario I - Test

[Training Final Test]

Passed

80.00%

22m 7s

Scenario II - Test

[Training Final Test]

Passed

90.00%

22m 50s

Scenario III - Test

[Training Final Test]

Passed

90.00%

19m 2s

Iram Naz

Scenario IV - Test

[Training Final Test]

Passed

90.00%

11m 46s

Scenario V

[Training Final Test]

Passed

100.00%

45m 42s

90.00%

Scenario I - Test

[Training Final Test]

Passed

90.00%

18m 12s

Scenario II - Test

[Training Final Test]

Passed

80.00%

27m 10s

Scenario III - Test

[Training Final Test]

Passed

90.00%

15m 58s

Mansi Saxena

Scenario IV - Test

[Training Final Test]

Passed

90.00%

18m 30s

Scenario V

[Training Final Test]

Passed

100.00%

34m 42s

90.00%

Scenario I - Test

[Training Final Test]

Not passed

70.00%

21m 42s

Scenario II - Test

[Training Final Test]

Passed

100.00%

13m 17s

Scenario III - Test

[Training Final Test]

Passed

90.00%

25m 35s

Mukta Kandiyal

Scenario IV - Test

[Training Final Test]

Passed

90.00%

14m 1s

Scenario V

[Training Final Test]

Passed

100.00%

53s

90.00%

  *   Abel and Christian did not pass the final assessment - however, as you can see from the result Christian was not far off so I believe he would benefit from taking part in the second final assessment
     *   Christian took the Inbound Call in Scenario V as an outbound call and therefore did not spot that the agent did not confirm whether he is speaking with the account holder.
     *   Abel's result mirror the impression we got from him in training as similar mistakes have been made again - Abel's result in the Wrong Tickets Scenario and RAG are very low - especially considering that both modules had been repeated in training
  *   Well done to Mukta, Mansi, Iram and David who can now be assigned to their respective teams

If you have any questions, let me know

Jana Garbe
Training & Quality
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