LET’S CALL IT:
PA R E N T H E S I
S
JUSTIFICATION:
CSAT (Group): ≤76%
CSAT (Agent): ≤73% (11/14)
QA - CC: ≤86%
DEFINE:
1. Attentiveness being reinforced and controlled.
2. Human Connection oriented during every call.
3. S ense of Urgency conscientization.
4. E LP for Bird Styles and DIS C.
5. Willingness to help and improve, motivation.
MEASURE:
73 CSAT AUGUST (3 WEEKS ONLY)
%
57 CSAT - AGENTS ON TARGET (8/14)
%
68 AVERAGE OF OUTLIERS SCORES (CSAT)
%
85 QA - CUSTOMER CRITICAL (3 WEEKS ONLY)
%
65 QA – CC – ACTIVE LISTENING
%
78 QA – CC – AGENTS ON TARGET (11/14)
%
91 QA - BUSINESS CRITICAL (3 WEEKS ONLY)
%
# Good # Bad CSAT % % Part
Jimena Lizeth Echevarria Cueva 44 10 81.48% 2.00%
Diego Vizarreta Alejos 41 10 80.39% 2.00%
Percy Salvatierra Leyva 193 58 76.89% 11.62%
Michelle Aroste Cordova 23 7 76.67% 1.40%
Jesus Alberto Masquez Rodriguez 171 55 75.66% 11.02%
Juan Boy Ramos 172 59 74.46% 11.82%
Yanitza Elescano Bautista 145 50 74.36% 10.02%
Sebastian Reyes Chavez 212 80 72.60% 16.03%
Carolina Mercedes Ochoa 39 16 70.91% 3.21%
Andy Gerald Sandoval Valles 30 13 69.77% 2.61%
Billy Fernandez Chavez 55 24 69.62% 4.81%
Adriana Sofia Vasquez Arteaga 93 42 68.89% 8.42%
Marissa Consuelo Tumialan 22 11 66.67% 2.20%
Ivanna Marie Diaz Perales 126 64 66.32% 12.83%
Grand Total 1366 499 73.24% 100.00%
6. Did we
1. Did we go 4. Did we 7. Did we
2. Did we 3. Did we 5. Did we appropriately
Average of CC above and provide demonstrate an
Team Audits actively listen to resolved the provide clear match the tone
Score - Internal beyond to assist accurate appropriate
the end user? issue? next steps? and pace of the
the end user? information? hold etiquette?
end user?
SALVATIERRA LEYVA PERCY 3 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Elescano Bautista Yanitza 3 95.20% 100.00% 66.70% 100.00% 100.00% 100.00% 100.00% 100.00%
Masquez Rodriguez Jesus 4 92.90% 75.00% 75.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Reyes Chavez Sebastian 4 92.90% 75.00% 75.00% 100.00% 100.00% 100.00% 100.00% 100.00%
FERNANDEZ CHAVEZ BILLY 4 89.30% 75.00% 75.00% 100.00% 100.00% 100.00% 75.00% 100.00%
VIZARRETA ALEJOS DIEGO 4 89.30% 75.00% 75.00% 100.00% 100.00% 100.00% 100.00% 75.00%
Boy Ramos Juan 4 89.30% 75.00% 50.00% 100.00% 100.00% 100.00% 100.00% 100.00%
VASQUEZ ARTEAGA ADRIANA 5 88.60% 60.00% 80.00% 100.00% 100.00% 80.00% 100.00% 100.00%
AROSTE CORDOVA MICHELLE 5 82.90% 40.00% 40.00% 100.00% 100.00% 100.00% 100.00% 100.00%
DIAZ PERALES IVANNA 4 82.10% 50.00% 75.00% 100.00% 100.00% 50.00% 100.00% 100.00%
TUMIALAN CALVAY MARISSA 5 80.00% 40.00% 60.00% 80.00% 80.00% 100.00% 100.00% 100.00%
Sandoval Valles Andy 4 78.60% 50.00% 75.00% 100.00% 50.00% 75.00% 100.00% 100.00%
OCHOA ENCAJIMA CAROLINA 5 77.10% 40.00% 80.00% 80.00% 60.00% 100.00% 80.00% 100.00%
ECHEVARRIA CUEVA JIMENA 6 71.40% 16.70% 16.70% 100.00% 83.30% 83.30% 100.00% 100.00%
Stevens Patrick Roman Romero 60 85.20% 58.30% 65.00% 96.70% 90.00% 91.70% 96.70% 98.30%
4. Did we follow
1. Did we 2. Did we follow 3. Did we use 5. Did we use IC
the required
accurately the appropriate the approved tools and
Team Audits Business Critical business
document the compensation greeting and systems
communication
interaction? process? closing? appropriately?
norms?
DIAZ PERALES IVANNA 4 100.00% 100.00% 100.00% 75.00% 100.00% 100.00%
FERNANDEZ CHAVEZ BILLY 4 100.00% 100.00% 100.00% 50.00% 100.00% 100.00%
Masquez Rodriguez Jesus 4 100.00% 100.00% 100.00% 75.00% 100.00% 100.00%
Reyes Chavez Sebastian 4 100.00% 100.00% 100.00% 75.00% 100.00% 100.00%
SALVATIERRA LEYVA PERCY 3 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
VASQUEZ ARTEAGA ADRIANA 5 96.00% 100.00% 100.00% 100.00% 80.00% 100.00%
Boy Ramos Juan 4 95.00% 100.00% 100.00% 75.00% 100.00% 75.00%
Elescano Bautista Yanitza 3 93.33% 66.67% 100.00% 100.00% 100.00% 100.00%
TUMIALAN CALVAY MARISSA 5 88.00% 80.00% 80.00% 80.00% 100.00% 100.00%
Sandoval Valles Andy 4 85.00% 75.00% 75.00% 100.00% 100.00% 75.00%
AROSTE CORDOVA MICHELLE 5 84.00% 40.00% 100.00% 60.00% 100.00% 100.00%
ECHEVARRIA CUEVA JIMENA 6 83.33% 50.00% 100.00% 100.00% 83.33% 83.33%
OCHOA ENCAJIMA CAROLINA 5 80.00% 40.00% 80.00% 80.00% 100.00% 80.00%
VIZARRETA ALEJOS DIEGO 4 80.00% 75.00% 100.00% 100.00% 75.00% 50.00%
Stevens Patrick Roman Romero 60 91.00% 78.33% 95.00% 83.33% 95.00% 90.00%
ANALYSIS
• Lack of knowledg e o n how to identify ty pe of customers.
• Poor sense o f urg ency a bout customers personal concerns.
• Low pro ficiency a cknowledging the issue.
POTENTIAL CAUSES • Missing willing ness to a ssist.
• Not try ing to ha ve Human Connection.
• Chan ge of skills du e to service level.
Mission • Lo w ava ila bility fo r co aching d ue to staffing.
• Communication b arrier WAHA – B&M.
• Motivation overa ll.
• Low q uality o f train in g and indu ctio n before, an d very rare up skill
train in gs nowad ays.
• Difficu lties to clearly u nderstand the meaning o f Sense of Urg ency
and Human Con nection du e to person ality. POTENTIAL
• Po or confiden ce an d freed om to en able a con versatio n more than REASONS
just fo llowing p ro cedu res.
• Unu su al ATT and risk y in terv als du e to staffin g.
Vision
• B&M restriction s to commun icate with agents who h ave tech nical
issues (Staffin g).
TELLING
IMPROVE:TALES
W1 W2 W3 W4
ACHIEVE IN FLUEN CE TAME STABILIZE
• Human Connection • ELP – Bird Styles • Coach Call
• Role Play • ELP – DISC • SBS
• REC • ELP – Difficult Customers • Set Expectations
• Telling Tales
HUMAN
First pilar for our Action Plan. Making sure to connect with the agents,
CONNECTION
resolving everything within a team leader’s hand to command a safe
environment.
Specific moments to build
rapport with the agents, first
week, individually; second
A new flow will be inducted
week, group; third week,
for agents to achieve Human
individual again.
Connection with customers,
named Telling Tales
RAPPORT
FLOW
Telling Tales:
Basically, a structure to match with the customer’s sentiment while
receiving the call, assisting them and wrapping up. The following are just
few out of the many examples we have:
• I am aware we could not
find a resolution, but it
was nice to talk with you
• I hope you are doing well
all this time.
today, how may I assist
• I really hope I was able to
you?
• … in the meantime, how turn this out and help you
• Nice to meet you, I am
was your day going? properly.
glad I could help today.
Please let me know how • …meanwhile, I wondered
if this has happened to
can I assist today.
you before. Hasn’t it?
CLOSING
INTRO
MIDWAY
ROLE PLAY
Group sessions of 3, 1 Q1, 1 Q2 and 1 Q3. Best practices will be shared
along and opinions will be shared to build rapport between agents.
REC - SBS
Simple monitors that play an important role at the moment they will be
performed.
ELPs
Targe t: Influe nce the agents on dynamic sessions
to understand more about the role and expectations
Vision: To have a clea rer pa th to match with the
customer sense of urgency and be awa re of every
situation they might encounter and how to act on
it.
COACH CALL
Third week, to keep track of the outliers behaviors live.
SET
PIP program, disciplinary actions in cases where needed.
EXPECTATIONS
