VISA ACCM ASSESMENT

Victory CONTENT
PlanAHT + CS
GM Action Plan
REGENERATION MODEL
EXPECTATIONS
FORECAST
Metrics recovery
Oriented management
constant resource management
PROJECTS MANAGEMENT
SCORECARDS
REGENERATION MODEL -
FORECAST

• We need to reduce costs since it is

impacting our GM%.
• Bonus Structure
CON DITION AL BON US STRUCTURE 2 HOURS MIN IMUM PER
- 30% salary based 1 WEEK

• OT
Advocates Sups Trainners QAs Collected Earning GM

Interval conexions NA 8.00 8.00 8.00 24.00 $290.79 0.51%

- Total Payable hours proposal 4 weeks NA 32.00 8.00 16.00 56.00 $678.52 1.20%

• Interval Attainment
• Over and Under WF – Schedule OT
2
allocation based on Spreadsheet per Admin Daily Hourly OT Total Hour $ Earning

advocate Admin $2,940,000 $98,000 $12,250 $3,063 $15,313 $3.83 $8.29

Advocate $2,420,000 $80,667 $10,083 $2,521 $12,604 $3.15 $8.97

HC Weekly 4 hours Monthly hours Total Earning GM

50 200 800 $7,172 9.25%

GM Action Plan

• We need to reduce costs since it is

impacting our GM%.

• FIXED Cost
Hourly Base Salary in
• Variable Cost
Revenew HC Per Agent Rate Salary $ Earnings
$77,545.00 50 $1,550.90 $12.12 $2,420,000 $605 $945.90

Cost HC Per Agent Hourly Rate Base Salary Salary in $ Earnings

$56,547.00 50 $1,130.94 $8.84 $2,420,000 $605 $525.94

Metrics recovery
Staffing

HIGH ABSENTEEISM Accommodating schedules

ADHERENCE
Bonus to cover these time slots
SERVICE LEVEL
Focus Group what agents need
CLOSING

Economic bandwith -
Performance
Glide Path
Quality Performance:
EXPECTATIONS

Follow up to outliers. Follow up to outliers
Number of reviews access to QA HC to see who is not being
coached – close behaviours
Quality Guidelines – Daily Quality Guidelines - bonus
Meeting structure
topic + ack + assistance to meeting + how PIP + close behaviors
to improve softskills + call checklist
+power words + always in person at the
desk + custom
Customer Satisfaction
EXPECTATIONS

Follow up to Bonus Coaching Behavioral

outliers. structuring tactics closing
Great impact due to
power words, - lack of customer Outliers and PIP + Expectation
guarantee checklist service and soft Quartiles seeting
skills.
Oriented management
FORECAST

Leadership techniques Reputation as ACCM

DAILY SCORECARD

Time Management Record data for a month to make

sure we can maintain numbers. This
will be done within DSM.

IMPORTANCE OF
EXPECTATIONS Wellness and
Is really important tasks are HRRR TP benefits
being completed.
constant resource management
FORECAST
Metrics tracking (attainment)

Cost Reduction (Alternative incentive for Advocates and Staff)

Staff (Headcount handled per supervisor)

New hires background process (future drivers and skills pre training process)

Productive hours and attainment (how we guarantee full compliance while

completing the expected productivity per hour)

(B&M) mindset
 PROJECT
MANAGEMENT
• Initiatives that generate us the use and
maximization of resources so that new
materials are invested and generated where
we cannot generate productive time with
economic benefits
• Generating practical content for new hires
SCORECARDS
Solid
Scorecards Forecasting
results.
Reform and standardize processes
for execution at micro and macro
levels to optimize response and
action times. There is no time or loss
in the processes

Anticipate, table and achieve

THANK YOU