Economics

EconomicsApa style 2000 words

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creative exercise
1.       Make sure to use proper grammar, spelling, and sentence structureÂ
2.       You will notice 2 Performance Reports (A and B) attached to this email as well. You will need both of these in order to complete the creative exercise
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Agent CSAT (%) CSAT (# surveys) Average QA Score (1-10) Tickets Solved (#) Skips (#) FTR (%) Time Worked (hours) Calls (#) Average Call Length (minutes)
James 96 23 9.7 134 148 100 154.9 48 9.2
Jack 95 20 9.5 241 0 64 150.5 32 1.6
Drew 95 21 9.9 280 36 74 157.9 224 4.4
Mariah 92 52 8.8 472 16 57 168.6 364 4.3
Steve 95 19 9.2 246 0 40 163.7 36 1.4
Bobby 92 68 9.2 456 0 33 162.8 48 2.6
Jacob 90 60 7.9 450 4 40 166.6 88 4.3
Mike 93 48 9.5 297 12 61 174.6 24 2.6
Steve 89 44 8.9 510 0 55 164.4 8 9.2
Frank 93 32 9.1 184 60 63 167.6 64 2.8
Chanel 89 60 9.3 290 8 58 170.8 148 2.6
Nicole 87 28 9.5 377 12 65 164.1 108 2.4
Kevin 87 32 9.2 350 0 66 166.6 124 6.8
Erica 87 32 9.2 195 0 73 162.2 100 3.2
Alicia 85 44 8.4 468 8 73 161.6 104 4.3
Derek 80 28 7.7 230 0 92 177.1 52 1.6
Paul 80 28 7.3 265 0 33 165.9 364 6.8
Anthony 80 80 9.5 437 60 76 161.9 76 4.0
Jason 79 28 8.1 270 0 51 150.3 12 7.3
Cameron 79 52 8.8 425 0 52 151.9 20 6.8
Zachary 78 128 8.7 548 8 59 171.3 32 6.4
Gregory 77 36 8.1 223 0 70 159.3 24 4.7
Marshall 75 40 9.2 265 4 68 155.7 184 4.3
Caleb 75 72 7.8 359 84 63 163.3 100 5.4
Whitney 75 84 6.9 539 0 59 158.7 88 5.4
Nicolette 73 32 8.9 319 0 41 167.9 0 0.0
Joseph 71 28 7.1 386 24 82 162.6 200 4.1
Sandra 71 60 6.3 279 0 68 163.9 12 7.1
Byron 71 56 6.7 269 4 34 179.6 4 25.5
Chris 70 28 7.5 242 0 59 151.4 208 3.4
Lucas 69 44 8.7 219 32 67 168.6 276 6.4
Shonda 68 71 9.1 302 0 59 167.6 116 4.6
Sara 68 64 8.9 376 4 62 163.6 164 7.8
Jeremy 67 28 6.3 192 372 62 160.3 92 3.4
Michael 66 32 7.9 425 0 33 163.3 60 3.0
Michaela 66 32 8.1 341 0 100 162.6 376 4.2
Aaron 65 52 8.5 389 0 66 169.3 368 7.8
Sofia 63 60 8.1 341 4 65 162.4 56 3.4
LaToya 60 62 7.3 261 8 58 186.6 108 3.3
Haley 60 76 7.1 430 0 55 165.4 96 3.0
David 60 60 8.1 292 0 35 172.0 104 4.2
Delilah 57 56 7.8 333 12 35 166.7 4 40.0
Susie 56 44 6.8 285 0 58 158.1 36 3.0
Nicolette 55 28 7.9 308 136 0 137.0 36 3.3
Lupe 50 72 6.3 472 0 62 157.2 52 4.0
Donnell 49 101 6.7 347 128 67 182.9 336 2.7
John 48 52 6.9 218 0 45 167.7 60 4.2
Dru 45 96 8.4 402 212 53 167.4 0 0.0
Christopher 44 62 6.3 246 0 62 164.1 72 5.1
Aaron 43 116 6.3 430 4 77 165.6 328 3.3
Sharon 40 54 6.1 216 0 0 166.0 4 9.2
Darius 38 117 5.9 468 0 50 180.0 364 7.0
Directions:
Please complete all sections of this creative exercise to the best of your ability. Make sure to use proper grammar, spelling, and sentence structure, as that will be factored into our final decision of whether or not to move you to the next step in the hiring process.

In section 1, you will notice the directions reference Performance Report A and Performance Report B. I have attached those, along with this creative exercise form, to the original email I sent you. If for whatever reason you didn’t receive those, please let me know and I will get those to you right away.

Finally, in section 3, you are asked to put together a very brief presentation. Please make sure you save that and attach that, along with this completed creative exercise, to your email back to me. Once I receive everything, I will submit it for review and a final decision will be made on moving you to the next step in the process.
If you have any questions, feel free to call/email/text me. Thanks!

Intro to the Business

Uber Community Support Representatives (CSRs) answer tickets from our rider and driver community through email and phones. We track a variety of metrics to measure each agent’s ability to provide efficient, high-quality, customer satisfying responses. As you complete this exercise, the following definitions may be helpful:

Metric Acronym Goal Definition
Tickets Per Hour TPH 3.0 The primary metric used to quantify agent efficiency; calculated as total # of solved tickets per total hours worked
First Touch Resolution FTR 65% The % of tickets that are fully resolved with only one response (i.e.the ticket does not “reopen”); a higher FTR % means an agent is able to resolve issues efficiently
Customer Satisfaction CSAT 70% The % of times a customer responds “YES” when sent a survey asking if our support team fully resolved his/her issue.
Quality Assurance QA 9 A score (1-10) indicating the overall quality of a response as measured against our policies, procedures, and style guide; higher QA scores mean higher quality answers.
Skips — 0 When agents “skip” a ticket, they choose not to resolve it and instead to be assigned the next ticket in the queue; management discourages skipping tickets except in rare circumstances.

Section 1: Performance reports

You were sent Performance Report A (attached to email) to evaluate CSR performance in the month of January.

Part A: What % of CSRs made at least 100 calls? What is the average Tickets Per Hour (TPH) for people that have a CSAT greater than or equal to 80? Make sure to show all your work!

Part B: TPH, CSAT, and FTR (%) are the three main indicators of agent success. With this in mind, identify 3 top performers (making sure to defend your answer using these 3 metrics). Next, list one low performer and draft a coaching strategy that outlines specific steps you would take to help them improve.

Part C: A month later, you are sent Performance Report B (attached to email) to re-evaluatethe low performer you identified in Part B. Did he/she improve, flatline, or take a step back? Based on your findings, describe the action plan you would create for the CSR.

Part D: Aside from TPH, CSAT, and FTR (%), identify one more metric you think is important and explain why.
Section 2: All hands on deck!

Part A: You run the forecast for Halloween and realize you are going to need way more staff than you’d originally allocated. Draft an email that will be sent out to inform your team they will be working Halloween. This is typically their day off, so they may not take the news well.

Part B: One of your CSRs escalated a ticket that was handled incorrectly by previous agents. Outline the steps you would take to step in and resolve the issue, including drafting a response. Here’s the situation:

Each time a rider takes a trip, the wrong credit card gets billed, even after he selects the one he wants to use. Three CSRs have already gone through technical troubleshooting and manually charged the trips to the correct card. The rider is tired of writing in, wants a more permanent resolution, and is threatening to post his frustrations on Facebook.

Section 3: Huddle up

Uber is constantly innovating and creating new products to bring reliable transportation everywhere, for everyone. Many products begin as small tests that require adjustments in order to improve the customer experience. Uber’s Centers of Excellence (COEs) act as incubators to support these new products. We’ll soon be launching support for a new product at the COE, and your team of CSRs has been chosen as the pilot group. Your manager has asked you to lead a team meeting to introduce this concept to the group and get them excited about the initiative.

The Details:
? The product – choose from either UberKittens, uberPOOL, or Uber Ice Cream.
? Your CSR team – Your team is made up of eight CSRs with varying tenure at Uber, ranging from one month to one year. Some CSRs seem excited to launch support for a brand new product, but others are unsettled at the idea of new training, new tools, new challenges, and other uncertainties of being “the first.”

The Ask:
Build a short (no more than 5 slides) presentation you’ll show your team to get them excited to support this new product. Your presentation should briefly introduce the product, but focus primarily on inspiring the agents, addressing their potential concerns, and defining measures of success.

Please submit your final presentation along with the rest of your responses from this exercise. If you are selected to interview, you should also be prepared to give this presentation in-person.

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