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Action Items for Customer Experience Improvement

The document outlines various action items aimed at improving customer service skills and sales performance, with specific tasks assigned to team leaders (TLs) and quality assurance (QA) personnel. Each action item has a designated frequency, due date, and status, focusing on areas such as empathy, personalization, and compliance analysis. The overall goal is to enhance customer satisfaction (CSAT) and sales through targeted training and coaching sessions.

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40 views4 pages

Action Items for Customer Experience Improvement

The document outlines various action items aimed at improving customer service skills and sales performance, with specific tasks assigned to team leaders (TLs) and quality assurance (QA) personnel. Each action item has a designated frequency, due date, and status, focusing on areas such as empathy, personalization, and compliance analysis. The overall goal is to enhance customer satisfaction (CSAT) and sales through targeted training and coaching sessions.

Uploaded by

nb7bz26bdt
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd

# Action Item Owner

1 Customer Obssessed LCL Agent Sessions (PCS, Empathy, Personalization) TLs


2 CSAT Soft Skills Reinforcement Sessions TLs
3 PCS Positioning Shared (English & French) TLs + PSS
4 CVS analysis + Negative sentiments 101 coachings TLs
5 Sales Floor Animations & Daily Huddles TLs
6 Sales Analysis - Outliers TLs
7 Brew & Learn Sessions PSS + TLs
8 CVS analysis + Negative sentiments 101 coachings TLs
9 QA Live call listening sessions QAs
10 Calibration sessions QAs
11 Compliance Analysis - Outliers TLs
Frequency Due Date Status KPI Impacted
Bi-weekly 12/31/2025 Ongoing CSAT ,Post call survey
Bi-weekly 12/31/2025 Ongoing CSAT ,Post call survey
Once 12/31/2025 Completed Post call Survey
Weekly 12/31/2025 Ongoing CSAT ,Post call survey
Daily 12/31/2025 Ongoing Sales , CSAT
Weekly 12/31/2025 Ongoing Sales , CSAT
Weekly 12/31/2025 Ongoing Sales
Weekly 12/31/2025 Ongoing CSAT ,Post call survey
Weekly 12/31/2025 Ongoing CSAT + Quality
Monthly 12/31/2025 Ongoing Quality
Weekly 12/31/2025 Ongoing Quality
Notes
45-min sessions, 6 agents per session / Focus on PCS positioning- Soft skills & empathy- Personalization & human interaction
Team Meetings with a focus on empathy, tone control, escalation handling , personalization
Finalized and shared standard PCS positioning across B2C Includes specific scripts to improve survey response rate , Reminder
20 - 30 min coachings and listening sessions around the negative sentiment calls and poor CSAT scores from the CVS report
short morning huddles covering: • Daily targets • AOS target • Ongoing promos • Personalization tips
identify and coach 4–6 low performers per team based on analyzing their trends and the quartiles, listening to key calls, and a
30 - 45 min sessions , 10 agents per session / A weekly promotional huddle and coffee tasting session conducted to shift away
20 - 30 min coachings and listening sessions around the negative sentiment calls and poor CSAT scores from the CVS report
1h30 Sessions animated by the QA team , attended by TLs , STLs , LS and 7 agents each from a different LOB , to address any co
1h session faciltated by the QA team attended by B2C TLs, the goal is to calibrate a B2C intercation and ensure aligment on qu
Identify agents with repetitive low trend on compliance accuracy with a intenvise coaching - PIPs Launched for the outliers
ot causes with targeted sales techniques with a focus on personalization.
etical learning and offer a more engaging, visual, and sensory experience.

d ensure aligment accross the board on Quality and CSAT


d the cascade of correct information to the agents through the coachings

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