Monthly Report

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITYTUBURAN CAMPUS:

Tuburan, Cebuurl: http://www.ctu.ph/tuburan email: [email protected]

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee : LYRA M. QUILATONCourse Year & Major : BSIT IV COMPUTER TECHNOLOGYCooperating Industry : CONVERGYS CORPORATION |Inclusive Date:Department Assigned : PRODUCTION (Microsoft account)Summary of Activities: Learning /Insights:

- MONTH OF MAY -

* We took our Communication Training (at CTU-Tuburan).* Familiarize basic steps in call handling.* Familiarize basic issues in call handling.* Was taught grammar and sentence construction during Communication Training.* Did sample mock calls* Preliminary mock calls.* Did Final mock call* Arrival in Cebu city.* Toke medical exams* Toke the Keneksa training*Official start of our training for taking calls and what product we are going to support.

This month seems to be very strange, new environment, new challenge and the beginning of my OJT. In this month, its more on grammar practice. I learned new unfamiliar words, pronunciation and proper sentence constructions.Very confusing if I can make this OJT done taking this another step.I learned also what it takes to be a call center agent and able to adjust it.

Prepared by:

LYRA M.QUILATON Student Signature Over Printed Name

CA Remarks:

PROF. SERGIO MAGPUYO JR. Signature Over Printed NameOJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL Signature Over Printed Name

OJT Form 6

October 2012

From: MAY 11, 2015To : MAY 31 , 2015

http://www.ctu.ph/







- MONTH OF JUNE-

* Continuation of Product Service Training.* Identifying issues under Paid, Complimentary, and Warranty service.* Trained technical issues, resolution and process.* Trained how to handle customers properly.* Did mock calls as well.* Took assessments with regard to common issues with Windows Vista, Windows 7, Windows 8 and 8.1.* Trained for good call handling.* Familiarize things on how to handle irate customers.* Familiarize things in order to meet customer’s satisfaction.

During this month, it’s more on troubleshooting process.Learned troubleshooting with regard to viruses and malware issue whether automated or manual removal. I also learned activation process in order to have genuine copy of operating system. I now fully understand version of Windows whether it is Windows Vista, 7, 8 and 8.1.Learned differences between version of windows and edition.Though during our training we found it hard to fully understand things well, but still we were able to.

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CA Remarks:



OJT Form 6

October 2012

From: JUNE 01, 2015To : JUNE 30,2015

http://www.ctu.ph/







- MONTH OF JULY-*Microsoft engagement party for interns*A tour in production floor and testing the tools*Creating own scripts.*Final mock calls and after what should be done better.*Graduation of PST*Introduced to our team lead and tech coach*Started taking calls for the first 4 hours of the shift and teach back after .*Discussion about sales.*Discussing about what problems we commonly encounter and possible solutions.*Taking calls for the whole shift.* Discussing process of escalations*Release of Windows 10

In this month I learned what are the things that needed to be an effective customer support representative .Learning the usage of the tools , handling customers with different attitude , whether they are irate or super good , learning the process of handling customer in the Microsoft account .I also learned how to escalate case to a Level 2 technician or what so called Research Team to follow up case which was not resolved by the Level 1 technician.Yes, it is a little bit pressured and stressful but it is fun learning new things.

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CA Remarks:



OJT Form 6

October 2012

From : JULY 01, 2015To :JULY 31, 2015

http://www.ctu.ph/







- MONTH OF AUGUST-

*change schedule ( night shift)*Continue taking calls for the whole shift.* 1 sale for me.*Teach back after the shift for the common windows 10 issues encountered by customers* Discussion for the call flow that are needed to use in taking calls.*Discussion of our scorecards*Discussion of managing our AHT and ACW.*Proper coding and tagging of cases.*Discussion of activation issues and possible resolutions.*Working on our QOS (Quality of service).*Coaching.

This month is really challenging due to the release of Windows 10 and a lot of customers are encountering problems after the upgrade that has no resolution. It is we who are looking for the resolution, but the good thing is we do have our support that is willing to help us. And I learned also how to properly tag the case and possible resolutions for the issue. Learning also to don’t be afraid in pitching the services for paid cases and managing also our calls to protect our score card. It is also a nice feeling when you receive surveys from your customer that are satisfied of the service that you’ve given, everything is a working progress for this month.

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CA Remarks:



OJT Form 6

October 2012

From: AUG 1, 2015To : AUG 31, 2015

http://www.ctu.ph/







- MONTH OF SEPTEMBER -

*1st week continue taking calls* We are transferred to different LOB- from phone to chat*Change schedule of RD and the duty.*Observing tenured agent for 4 hours before taking chat.*Giving of scripts that we can use.*Familiarizing the new tools.* 1 week taking chat with 1 customer*Taking chats and handling 2 customers at the same time.*We have new support.* Teach back after the shift.*TL is on leave.*Discussing of QOS and proper tagging of cases.*Coaching

In this month ,I learned a lot of things , like being flexible and accepting the challenges that came , because business in Convergys requires this .Learned also the big differences in phone and chat especially in the number of surveys that we receive and the processes also, and starting to learn standing alone because our TL is on leave. Multitasking also is a skill that are needed in this line of business, I learned also the consistency in following the chat flow and doing what should you do if you are in chat. It is challenging in my part because another adjustment to make but I somehow manage it.

Prepared by:


CA Remarks:



OJT Form 6

October 2012

From: SEPT. 1, 2015To : SEPT. 30, 2015

http://www.ctu.ph/







- MONTH OF OCTOBER-

*Continue taking chats with 2 customers.*Teach back after the shift* Coaching .*Discussing our aht and wrap up minutes

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CA Remarks:



OJT Form 6

October 2012

From: OCT. 1, 2015To : OCT. 31, 2015

http://www.ctu.ph/

Monthly Report

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