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  • Spotcheck Module5

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    Constanza Ríos
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    The SpotCheck program provides stakeholders with the ability to continuously improve service quality by reviewing agent contacts. It identifies behaviors leading to markdowns so agents can avoid them. Agents can also review their weekly performance metrics to understand how they compare to peers and what areas need improvement. The Close the Loop process addresses each markdown through live coaching between agents and managers to help agents enhance their performance.

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    The SpotCheck program provides stakeholders with the ability to continuously improve service quality by reviewing agent contacts. It identifies behaviors leading to markdowns so agents can avoid them. Agents can also review their weekly performance metrics to understand how they compare to peers and what areas need improvement. The Close the Loop process addresses each markdown through live coaching between agents and managers to help agents enhance their performance.

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    11 views1 page

    Spotcheck Module5

    Uploaded by

    Constanza Ríos
    The SpotCheck program provides stakeholders with the ability to continuously improve service quality by reviewing agent contacts. It identifies behaviors leading to markdowns so agents can avoid them. Agents can also review their weekly performance metrics to understand how they compare to peers and what areas need improvement. The Close the Loop process addresses each markdown through live coaching between agents and managers to help agents enhance their performance.

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    of 1

    SpotCheck

    Driving Performance
    The SpotCheck program is designed to provide all
    relevant stakeholders (agents, TLs, program
    managers, quality reviewers, etc) the ability to
    continuously improve the quality of service we
    deliver to customers.

    What is the benefit?


    Close the This process allows every agent to understand

    Loop.
    the behaviors which lead to markdowns and how
    to improve and avoid them in the future.

    2. Agent SC Metrics
    Close the Loop is the process where In addition to direct coaching, agents can review
    each markdown detected by weekly performance trends in the SC Metrics
    reviewers is addressed in a live section outlined in the Score & Sampling
    methodology.
    coaching session between the This allows agents & their managers to
    agent and their direct manager. understand their performance relative to their
    peers, their most frequent markdown
    Lorem ipsum categories, and more.

    The process

    Agents solve A random sample of SC generates a Close Managers resolve CTL


    customer contacts are the Loop form if any forms by debriefing
    contacts. reviewed in SC. markdowns were the markdowns with
    identified. agents & coaching
    them on how to
    improve.

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