Week in Review:

Week of August 9-13, 2021

Agent Performance / Write Ups:

 8 write ups last week

 5 agents were served write ups for poor performance last week
 3 agents were served write ups for attendance issues last week

Write Ups
12 11 2000%
18 1800%
10 1600%
1400%
8 7 7
1200%
11 6
6 5 5 10 5 1000%
9
8 800%
4 3 3 600%
2 400%
2 1 1
200%
- - -
- 0%
July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021 August 9, 2021

Performance Attendance Behavior Write Ups

Write Ups
  July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021 August 9, 2021
Write Ups 11 18 9 10 8
Performance 7 11 7 5 5
Attendance 3 6 2 5 3
Behavior 1 1 - - -
Attrition:

 5 Attritions last week

Highlights:

 None of the attritions last week were due to job abandonment

Lowlights:

 Most of the resignations (4) were due to better offers from other companies or career changes
 1 resignation was due to health reasons
 Att riti on
12
11
10

8 7 8
6
6 5
5 4 5
4 4
2 2 2
2 1 1 1 1 1
- - -
-
July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021 August 9, 2021

Resignation Job Abandonment

Performance Attrition

Attrition
  July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021 August 9, 2021
Attrition 11 4 5 8 5
Resignation 7 1 5 1 4
Job Abandonment 2 2 - 6 -
Performance 2 1 - 1 1

System Queues:

Staffing Allocation:

 28 staff in Updates, with Batch 27 on Nesting Week 4

 Online Research – Currently trained 30 on queue
 Reports – No one passed Eli’s screening
 Low Output for Updates due to most Queue on OR, will have 1 class next week since staff is also
affected by attendance and attrition
 2-3 Agents needed in Directory Advance but need to Pass Basic first

Product Monday Tuesday Wednesday Thursday Friday

Update 65,878 65,844 66,002 65,994 69,955
Online Research 23,984 23,133 22,904 23,470 23,053
Reports Comp 3,496 3,514 3,523 3,524 3,524
Reports Subject 427 432 432 432 432
Directory Advance 14,356 14,324 14,288 14,250 14,215
Missing Management 2,741 2,752 2,594 2,605 2,595
 Missing Regional 1,070 1,118 669 683 735
Photos 8,399 629 569 466 489
CTXN OR 2 39 80 1 1
Rents on Web 183 131 68 82 30
Pre-Leasing 38 221 95 44 43
Bad Number 10 1 1 3 2

TLs Coaching and HD Tickets:

Coaching:

Highlights:

 TLs are adding adhoc coachings for agents with failing QAs, exceeding their coaching targets
 OM and STL sitting in random coaching sessions to spot check

Lowlights:

 STL/OM access to change coach still not granted. Some coaching sessions are still not showing
under the TL who made them for the day if the TL is out or had less time to finish all coaching
sessions.
 Several coaching sessions rescheduled or redistributed due to agents/TLs being out for the day
 There was at least one TL absent everyday for the last week.
HD Tickets:
Highlights:

 Almost all TLs exceeding targets for the week

 If a TL fails to complete their target for the day, they are coached and expected to add
remaining HD tickets to their next day’s target.

Lowlights:

 The team did not have one day of perfect attendance last week.