Week in Review:

Week of August 2-6, 2021

Agent Performance / Write Ups:

 10 write ups last week

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

Write Ups
14 2000%
12 18 1800%
12 17 11
1600%
10 1400%
8 1200%
7 11 7
6 10 1000%
6 9
5 5 5 800%
4 3 600%
2 400%
2 1 1 1 200%
- -
- 0%
July 5, 2021 July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021

Performance Attendance Behavior Write Ups

Write Ups
  July 5, 2021 July 12, 2021 July 19, 2021 July 26, 2021 August 2, 2021
Write Ups 17 11 18 9 10
Performance 12 7 11 7 5
Attendance 5 3 6 2 5
Behavior 1 1 1 - -
Attrition:

Att riti on
12
11
10

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

Resignation Job Abandonment

Performance Attrition

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

Lowlights:

 6 were for job abandonment or NCNS for 3 days or more – even with constant reaching out,
agents do did not reply to TLs
 1 was for poor performance, attendance, and attitude issues
 1 resigned for health reasons.

System Queues:

Staffing Allocation:

 60 staff in Updates, with Batch 27 on Nesting Week 3

 Online Research – Currently trained 56
 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

Product Monday Tuesday Wednesday Thursday Friday

Update 65,979 65,965 65,941 65,910 65,878
Online Research 24,855 23,782 22,760 22,817 23,984
Reports Comp 3,573 3,478 3,486 3,487 3,496
Reports Subject 429 423 425 425 427
Directory Advance 14,653 14,652 14,652 14,365 14,356
Missing Management 2,560 2,690 2,641 2,635 2,741
Missing Regional 572 886 776 677 1,070
Photos 386 30,711 17,786 10,672 8,399
CTXN OR 1 31 1 1 2
Rents on Web 16 206 22 93 183
Pre-Leasing 40 223 133 42 38
Bad Number 1 5 3 1 10
TLs Coaching and HD Tickets:

Coaching:

Highlights:

 TLs are adding adhoc coachings for agents with failing QAs
 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. (August on Aug 2 – showing as JM)
 Several coaching sessions rescheduled or redistributed due to agents/TLs being out for the day
 JM – Out on Aug 2 for internet issues. Submitted proper documentation.
 August – Out on August 6 for Planned Birthday Leave
HD Tickets:
Highlights:

 Almost all TLs exceeding targets for the week

Lowlights:

 August 4 – Most TLs (Aside from JM and Nicole) were not able to hit targets due to 1 hour
meeting with STL and OM regarding HD tickets depletion and other concerns – i.e. attendance
and write ups for agents
 HD Tickets still a bit high, but Kim trained 2 more agents to help out so should be able to deplete
within the next 2 weeks
 Jennys and August coached for low HD tickets on Wednesday last week – They had to meet a
lot due to Team’s write ups and Jennys still getting the hang of processes