Difference between revisions of "Task Category"

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! style="background:Gray"| '''TASK CATEGORY'''
 
! style="background:Gray"| '''TASK CATEGORY'''
 
! style="background:Gray"| '''DESCRIPTION/SUB-CATEGORY'''
 
! style="background:Gray"| '''DESCRIPTION/SUB-CATEGORY'''
−
! style="background:Gray"| '''AHT (min)'''
+
! style="background:Gray"| '''POINTS'''
 
|-
 
|-
 
! scope="row"|Spam Checking
 
! scope="row"|Spam Checking
 
|style=|- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam')
 
|style=|- Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam')
−
|style="text-align: center"|1.5
+
|style="text-align: center"|1.47
 
|-
 
|-
 
! scope="row"|eBay Order Issue
 
! scope="row"|eBay Order Issue
 
|style=|- Issues arising from eBay portal like eBay Backend not pulling data from CS Backend  
 
|style=|- Issues arising from eBay portal like eBay Backend not pulling data from CS Backend  
 
- CSR manually uploads tracking number in the eBay Backend for orders awaiting postage (overdue)
 
- CSR manually uploads tracking number in the eBay Backend for orders awaiting postage (overdue)
−
|style="text-align: center"|1.5
+
|style="text-align: center"|1.47
 
|-
 
|-
 
! scope="row"|Late Shipment Defect (Appeal)
 
! scope="row"|Late Shipment Defect (Appeal)
 
|style=|- Appeal to eBay to remove a late shipment defect via eBay Portal
 
|style=|- Appeal to eBay to remove a late shipment defect via eBay Portal
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|eBay Messaging
 
! scope="row"|eBay Messaging
 
|style=|- Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal
 
|style=|- Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal
−
|style="text-align: center"|6.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Kayako Tickets
 
! scope="row"|Kayako Tickets
Line 27: Line 27:
 
- Resolved External Tickets in Kayako but answered/handled via Catch, Kogan, MyDeal, Bunnings, or Woolworths)<br/>
 
- Resolved External Tickets in Kayako but answered/handled via Catch, Kogan, MyDeal, Bunnings, or Woolworths)<br/>
 
- NOTE: Not applicable for Tickets of eBay Cases (see 'Special Stores (Escalated Cases)')
 
- NOTE: Not applicable for Tickets of eBay Cases (see 'Special Stores (Escalated Cases)')
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Chat (Kayako)
 
! scope="row"|Chat (Kayako)
 
|style=|- Regular Chat in Kayako
 
|style=|- Regular Chat in Kayako
−
|style="text-align: center"|11.5
+
|style="text-align: center"|3.82
 
|-
 
|-
 
! scope="row"|Chat (Facebook)
 
! scope="row"|Chat (Facebook)
 
|style=|- Chat using Facebook Messenger
 
|style=|- Chat using Facebook Messenger
−
|style="text-align: center"|4.5
+
|style="text-align: center"|3.09
 
|-
 
|-
 
! scope="row"|Offline Chat (Messages and Surveys - Kayako)
 
! scope="row"|Offline Chat (Messages and Surveys - Kayako)
 
|style=|- Customer chats/Surveys with inquiry and need CSR response/resolution
 
|style=|- Customer chats/Surveys with inquiry and need CSR response/resolution
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Courier Inquiry (Non Voice)
 
! scope="row"|Courier Inquiry (Non Voice)
 
|style=|- Incoming email from courier for customer case resolution
 
|style=|- Incoming email from courier for customer case resolution
 
- Follow-up cases for loss cases
 
- Follow-up cases for loss cases
−
|style="text-align: center"|1.5
+
|style="text-align: center"|2.31
 
|-
 
|-
 
! scope="row"|Loss Investigation (New/Long Cases)
 
! scope="row"|Loss Investigation (New/Long Cases)
 
|style=|- Lodging an investigation for out of ETA cases / delivery issues with the courier
 
|style=|- Lodging an investigation for out of ETA cases / delivery issues with the courier
−
|style="text-align: center"|6.5
+
|style="text-align: center"|3.40
 
|-
 
|-
 
! scope="row"|On Hold Orders
 
! scope="row"|On Hold Orders
 
|style=|- Checking and following up On Hold orders that are more than 24 hours
 
|style=|- Checking and following up On Hold orders that are more than 24 hours
 
- Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal.
 
- Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal.
−
|style="text-align: center"|1.5
+
|style="text-align: center"|1.58
 
|-
 
|-
 
! scope="row"|Product Review (CS Backend)
 
! scope="row"|Product Review (CS Backend)
 
|style=|- Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend
 
|style=|- Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend
−
|style="text-align: center"|1.5
+
|style="text-align: center"|0.82
 
|-
 
|-
 
! scope="row"|Product Review (Google)
 
! scope="row"|Product Review (Google)
 
|style=|- CSR checks Google reviews and contacts customer for resolution
 
|style=|- CSR checks Google reviews and contacts customer for resolution
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|System Events
 
! scope="row"|System Events
Line 67: Line 67:
 
- Uploading/updating tracking information<br/>
 
- Uploading/updating tracking information<br/>
 
- Updating order status<br/>
 
- Updating order status<br/>
−
|style="text-align: center"|2.5
+
|style="text-align: center"|1.58
−
|-
+
−
! scope="row"|Technical Query (Outside PH)
+
−
|style=|- CSR coordinates an inquiry/case with Purchasing / Developer / Technical team
+
−
|style="text-align: center"|4.5
+
 
|-
 
|-
 
! scope="row"|RMA APPROVAL
 
! scope="row"|RMA APPROVAL
 
|style=|- CSR submits RMA request and Approver checks and approves
 
|style=|- CSR submits RMA request and Approver checks and approves
−
|style="text-align: center"|4.5
+
|style="text-align: center"|1.78
 
|-
 
|-
 
! scope="row"|Return to Warehouse Orders
 
! scope="row"|Return to Warehouse Orders
 
|style=|- Warehouse updates files of items received and CSR reviews and processes resolution to the case
 
|style=|- Warehouse updates files of items received and CSR reviews and processes resolution to the case
−
|style="text-align: center"|4.5
+
|style="text-align: center"|1.04
 
|-
 
|-
 
! scope="row"|OOS (WH/DropShip)
 
! scope="row"|OOS (WH/DropShip)
 
|style=|- Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item
 
|style=|- Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.31
 +
 
 
|-
 
|-
 
! scope="row"|Cross Department Request (Non Voice)
 
! scope="row"|Cross Department Request (Non Voice)
 
|style=|- Requests from other department (CN) to contact customer for resolution using non-voice means
 
|style=|- Requests from other department (CN) to contact customer for resolution using non-voice means
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Interdepartment Request
 
! scope="row"|Interdepartment Request
 
|style=|- CSR request to Special Store CSR to use portal to contact the customer
 
|style=|- CSR request to Special Store CSR to use portal to contact the customer
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Repayment Issue
 
! scope="row"|Repayment Issue
 
|style=|- Orders from loss cases that were refunded and CSR contacts customer to request payment
 
|style=|- Orders from loss cases that were refunded and CSR contacts customer to request payment
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Processing Loss Claims
 
! scope="row"|Processing Loss Claims
 
|style=|- Courier confirms lost and Loss team files a claim and contacts CSR who owns the case
 
|style=|- Courier confirms lost and Loss team files a claim and contacts CSR who owns the case
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.31
 
|-
 
|-
 
! scope="row"|Feedback Request
 
! scope="row"|Feedback Request
 
|style=|- CSR contacts customers to ask for feedback for completed transaction without feedback
 
|style=|- CSR contacts customers to ask for feedback for completed transaction without feedback
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Special Stores
 
! scope="row"|Special Stores
 
|style=|- Regular replies via portals of Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
 
|style=|- Regular replies via portals of Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|VFang Cases
 
! scope="row"|VFang Cases
 
|style=|- CSR contacts supplier for resolution / inquiry on local products
 
|style=|- CSR contacts supplier for resolution / inquiry on local products
−
|style="text-align: center"|4.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Special Stores (Escalated Cases)
 
! scope="row"|Special Stores (Escalated Cases)
 
|style=|- Cases/Disputes escalated to Mydeal, Catch, Kogan, Bunnings, Woolworths, Mysale, Grabone, TheMarket, & Amazon with complicated process in the portal.
 
|style=|- Cases/Disputes escalated to Mydeal, Catch, Kogan, Bunnings, Woolworths, Mysale, Grabone, TheMarket, & Amazon with complicated process in the portal.
 
- eBay Cases/Disputes/Return Requests (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets that will be closed can be recorded as 'Closed (No Action) / Merged Ticket')
 
- eBay Cases/Disputes/Return Requests (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets that will be closed can be recorded as 'Closed (No Action) / Merged Ticket')
−
|style="text-align: center"|8.5
+
|style="text-align: center"|3.71
 
|-
 
|-
 
! scope="row"|Cases closed without seller resolution (Appeal)
 
! scope="row"|Cases closed without seller resolution (Appeal)
 
|style=|- Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal
 
|style=|- Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal
 
- Inquiry to eBay about a decision on a case/dispute that needs further action on our end
 
- Inquiry to eBay about a decision on a case/dispute that needs further action on our end
−
|style="text-align: center"|6.5
+
|style="text-align: center"|3.42
 
|-
 
|-
 
! scope="row"|Negative Feedback  
 
! scope="row"|Negative Feedback  
 
|style=|- CSR reviews negative feedback and contacts customers for resolution to change the rating
 
|style=|- CSR reviews negative feedback and contacts customers for resolution to change the rating
−
|style="text-align: center"|6.5
+
|style="text-align: center"|3.38
 
|-
 
|-
 
! scope="row"|Negative Feedback (Appeal)
 
! scope="row"|Negative Feedback (Appeal)
 
|style=|- Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal
 
|style=|- Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal
−
|style="text-align: center"|6.5
+
|style="text-align: center"|2.33
 
|-
 
|-
 
! scope="row"|Cross Department Request (Voice)
 
! scope="row"|Cross Department Request (Voice)
 
|style=|- Request from other department (CN) to contact customers for resolution using voice means
 
|style=|- Request from other department (CN) to contact customers for resolution using voice means
−
|style="text-align: center"|11.5
+
|style="text-align: center"|4.27
 
|-
 
|-
 
! scope="row"|Courier Inquiry (Voice)
 
! scope="row"|Courier Inquiry (Voice)
 
|style=|- Courier contact to followup on cases using voice means
 
|style=|- Courier contact to followup on cases using voice means
−
|style="text-align: center"|11.5
+
|style="text-align: center"|4.09
 
|-
 
|-
 
! scope="row"|Voice (Inbound)
 
! scope="row"|Voice (Inbound)
 
|style=|- Incoming calls
 
|style=|- Incoming calls
−
|style="text-align: center"|11.5
+
|style="text-align: center"|5.11
 
|-
 
|-
 
! scope="row"|Voice (Outbound)
 
! scope="row"|Voice (Outbound)
 
|style=|- Outgoing calls (Answered)
 
|style=|- Outgoing calls (Answered)
−
|style="text-align: center"|11.5
+
|style="text-align: center"|4.47
 
|-
 
|-
 
! scope="row"|Voice (Voicemail / Quick Call)
 
! scope="row"|Voice (Voicemail / Quick Call)
 
|style=|- Unanswered outbound calls / Left voicemail / Quick Calls
 
|style=|- Unanswered outbound calls / Left voicemail / Quick Calls
−
|style="text-align: center"|1.5
+
|style="text-align: center"|2.00
 
|-
 
|-
 
! scope="row"|Closed (No Action) / Merged Ticket
 
! scope="row"|Closed (No Action) / Merged Ticket
Line 157: Line 154:
 
- Closed GrabOne Auto-Response or Duplicate Tickets <br/>
 
- Closed GrabOne Auto-Response or Duplicate Tickets <br/>
 
- Merged Kayako tickets without reply <br/>
 
- Merged Kayako tickets without reply <br/>
−
|style="text-align: center"|1.5
+
- Marked as Read Offline Chat (Messages and Surveys)
 +
|style="text-align: center"|0.82
 
|-
 
|-

Revision as of 09:13, 30 September 2024

TASK CATEGORY DESCRIPTION/SUB-CATEGORY POINTS
Spam Checking - Spams/Junks in Zimbra email accounts which are being deleted forever or moved to inbox (marked as 'Not Spam') 1.47
eBay Order Issue - Issues arising from eBay portal like eBay Backend not pulling data from CS Backend

- CSR manually uploads tracking number in the eBay Backend for orders awaiting postage (overdue)

1.47
Late Shipment Defect (Appeal) - Appeal to eBay to remove a late shipment defect via eBay Portal 2.00
eBay Messaging - Outgoing message sent to an eBay customer or to eBay Customer Service via eBay Portal 2.00
Kayako Tickets - Regular Queue (AU/NZ/UK/US), Tickets replied via Kayako

- Resolved External Tickets in Kayako but answered/handled via other platforms (like MySale tickets, Amazon Inquiries, TradeMe Q&A)
- Resolved External Tickets in Kayako but answered/handled via Catch, Kogan, MyDeal, Bunnings, or Woolworths)
- NOTE: Not applicable for Tickets of eBay Cases (see 'Special Stores (Escalated Cases)')

2.00
Chat (Kayako) - Regular Chat in Kayako 3.82
Chat (Facebook) - Chat using Facebook Messenger 3.09
Offline Chat (Messages and Surveys - Kayako) - Customer chats/Surveys with inquiry and need CSR response/resolution 2.00
Courier Inquiry (Non Voice) - Incoming email from courier for customer case resolution

- Follow-up cases for loss cases

2.31
Loss Investigation (New/Long Cases) - Lodging an investigation for out of ETA cases / delivery issues with the courier 3.40
On Hold Orders - Checking and following up On Hold orders that are more than 24 hours

- Checking and following up Processing orders that are Exported for Label Printing with/without tracking numbers and updating them in the store's portal.

1.58
Product Review (CS Backend) - Customer submits review on Frontend, CSR approves/declines customer's feedback in the Backend 0.82
Product Review (Google) - CSR checks Google reviews and contacts customer for resolution 2.00
System Events - Processing order issues before dispatch

- Uploading/updating tracking information
- Updating order status

 1.58
RMA APPROVAL - CSR submits RMA request and Approver checks and approves 1.78
Return to Warehouse Orders - Warehouse updates files of items received and CSR reviews and processes resolution to the case 1.04
OOS (WH/DropShip) - Warehouse files or Dropship team sends a request to CSR to contact customer for a resolution for an out of stock item 2.31
Cross Department Request (Non Voice) - Requests from other department (CN) to contact customer for resolution using non-voice means 2.00
Interdepartment Request - CSR request to Special Store CSR to use portal to contact the customer 2.00
Repayment Issue - Orders from loss cases that were refunded and CSR contacts customer to request payment 2.00
Processing Loss Claims - Courier confirms lost and Loss team files a claim and contacts CSR who owns the case 2.31
Feedback Request - CSR contacts customers to ask for feedback for completed transaction without feedback 2.00
Special Stores - Regular replies via portals of Mydeal, Catch, Kogan, Mysale, Grabone, TheMarket, & Amazon 2.00
VFang Cases - CSR contacts supplier for resolution / inquiry on local products 2.00
Special Stores (Escalated Cases) - Cases/Disputes escalated to Mydeal, Catch, Kogan, Bunnings, Woolworths, Mysale, Grabone, TheMarket, & Amazon with complicated process in the portal.

- eBay Cases/Disputes/Return Requests (NOTE: A Ticket corresponding to an eBay case/return/dispute should NOT be recorded separately. Only when there are more then 1 ticket related to the eBay case/return/dispute that the other tickets that will be closed can be recorded as 'Closed (No Action) / Merged Ticket')

3.71
Cases closed without seller resolution (Appeal) - Appeal to eBay to remove a defect for cases closed without seller resolution via eBay Portal

- Inquiry to eBay about a decision on a case/dispute that needs further action on our end

3.42
Negative Feedback - CSR reviews negative feedback and contacts customers for resolution to change the rating 3.38
Negative Feedback (Appeal) - Appeal to eBay or TradeMe to remove a negative feedback via eBay/TradeMe Portal 2.33
Cross Department Request (Voice) - Request from other department (CN) to contact customers for resolution using voice means 4.27
Courier Inquiry (Voice) - Courier contact to followup on cases using voice means 4.09
Voice (Inbound) - Incoming calls 5.11
Voice (Outbound) - Outgoing calls (Answered) 4.47
Voice (Voicemail / Quick Call) - Unanswered outbound calls / Left voicemail / Quick Calls 2.00
Closed (No Action) / Merged Ticket - Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails

- Tickets related to eBay cases/return requests/disputes/cancellation that no longer need further action in eBay portal
- HK eBay Tickets with messages already replied via eBay messaging
- Closed GrabOne Auto-Response or Duplicate Tickets
- Merged Kayako tickets without reply
- Marked as Read Offline Chat (Messages and Surveys)

0.82
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