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    Maria Luna-Root Cause

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    maria
    The document discusses a root cause analysis performed by Moon Group Enterprise. It found that the performance of agents has been declining due to issues like demotivation, monotony, and lack of support. The root causes included lack of efficient communication. Recommendations include holding weekly meetings between quality assurance and supervisors, daily coaching for lowest performing agents, and monthly sessions with all agents to encourage hard work and discuss recent updates. Improving communication is seen as key to empowering agents and improving performance.

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    Maria Luna-Root Cause

    Uploaded by

    maria
    23 views9 pages
    The document discusses a root cause analysis performed by Moon Group Enterprise. It found that the performance of agents has been declining due to issues like demotivation, monotony, and lack of support. The root causes included lack of efficient communication. Recommendations include holding weekly meetings between quality assurance and supervisors, daily coaching for lowest performing agents, and monthly sessions with all agents to encourage hard work and discuss recent updates. Improving communication is seen as key to empowering agents and improving performance.

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    MARIA LUNA-ROOT CAUSE

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    The document discusses a root cause analysis performed by Moon Group Enterprise. It found that the performance of agents has been declining due to issues like demotivation, monotony, and lack of support. The root causes included lack of efficient communication. Recommendations include holding weekly meetings between quality assurance and supervisors, daily coaching for lowest performing agents, and monthly sessions with all agents to encourage hard work and discuss recent updates. Improving communication is seen as key to empowering agents and improving performance.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    23 views9 pages

    Maria Luna-Root Cause

    Uploaded by

    maria
    The document discusses a root cause analysis performed by Moon Group Enterprise. It found that the performance of agents has been declining due to issues like demotivation, monotony, and lack of support. The root causes included lack of efficient communication. Recommendations include holding weekly meetings between quality assurance and supervisors, daily coaching for lowest performing agents, and monthly sessions with all agents to encourage hard work and discuss recent updates. Improving communication is seen as key to empowering agents and improving performance.

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    © All Rights Reserved
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    of 9

    01

    ROOT CAUSE
    ANALYSIS
    MOON GROUP
    By Maria Paula Luna.
    02

    IDENTIFYING
    - In Moon Group Enterprise
    the performance of our
    agents has been declining
    more every day.

    - Customers complaints.
    INFORMATION 03

    & DATA
    ISSUES CONTRIBUTED 04

    TO THE PROBLEM

    Agents impacting
    our metrics

    Angelica Jhonathan Joaquin Juan


    4,2 4,1 4,0 3,7
    05

    ROOT CAUSES
    -Demotivation

    -Monotony

    -Lack of support

    -Lack of efficient
    communication.
    RECOMENDATIONS
    06

    Weekly meeting between QA Daily coaching with agents Monthly sessions with all
    and supervisor with lowest performance the agents

    -Congratulate agents for


    -Changes of the system the hard work they have
    To talk about the most -Talking points been made.
    -Encourage them -Talk about updates
    recent updates.
    between QA, supervisor
    and client.
    Neuro-Linguistic
    07

    Programming

    Communication
    is central in
    how we live.
    SOLUTIONS
    08

    -Encourage them - Coaching


    to take ownership sessions

    -Empowerment of
    the agents -Support

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