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  • Action Registry

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    Mashail Razon Gatdula
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    This document outlines an action plan to improve agent performance over 90 days. The plan focuses on improving communication skills, tool utilization, work ethics, and probing questions. Actions include daily huddles, coaching, call listening, role plays, and celebrating successes. Key goals are to hit 90% performance by month end and drive consistency through improved communication, resources, focus, and product knowledge. The timeline breaks the plan into weekly targets over the first 30 days, then checks at 60 and 90 days.

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    This document outlines an action plan to improve agent performance over 90 days. The plan focuses on improving communication skills, tool utilization, work ethics, and probing questions. Actions include daily huddles, coaching, call listening, role plays, and celebrating successes. Key goals are to hit 90% performance by month end and drive consistency through improved communication, resources, focus, and product knowledge. The timeline breaks the plan into weekly targets over the first 30 days, then checks at 60 and 90 days.

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

    Action Registry

    Uploaded by

    Mashail Razon Gatdula
    This document outlines an action plan to improve agent performance over 90 days. The plan focuses on improving communication skills, tool utilization, work ethics, and probing questions. Actions include daily huddles, coaching, call listening, role plays, and celebrating successes. Key goals are to hit 90% performance by month end and drive consistency through improved communication, resources, focus, and product knowledge. The timeline breaks the plan into weekly targets over the first 30 days, then checks at 60 and 90 days.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 9

    Action Registry

    Agenda

    • GOAL

    • Identifying Problem

    • Root Cause Analysis

    • Action Plan

    • Timeline

    • Next best action


    GOAL

     To hit 90% by the end of month and consistency with performance


     Improve communication skills
     Improve tools and resources utilization
     Improve work ethics and discipline
     Asking effective probing questions
    Possible Root Cause

     Communication skills
    • Some agents are new to LOB or no BPO Experience
     Tools & Resources Utilization
    • Agents are not yet familiar with tools and does not know where to look.
    • Importance of resources to assist and resolve issue.
     Work Ethics
    • Lack of focus and urgency
    • Agents may not be familiar with do’s and don'ts during office hours, Company Policy
     Asking probing question
    • Product knowledge
    • Eagerness to assist customers
    First 30 Days
     1st Week
    Action Plan Owner
    Identify what type of learners Team Lead

    Inspect and Realtime feedback for opportunities Team Lead

    Call listening and gather data for behavior opportunity Team Lead

    Identify product specific where agents are not yet familiar with Team Lead

    Prepare Coaching and huddle Materials Team Lead

    Delegate agents for huddle discussion with product Team Lead

    Celebrate successes to drive consistency Team Lead


    First 30 Days
     2nd Week
    Coaching Daily Huddle Call Listening Role Play Floor Walk Team Goal

    Celebrate success Product Discussion Provide real-time to be more confident and Drive urgency Set team Resolution
    feedback practice communication Goal per week
    skills
    Identify root cause why Assign topics to be discuss by Team call listening to provide feedback with correct agents behavior 1st week
    agent is not able to agents get best practices and success and opportunity during office hours
    perform opportunity highlight successes 83%

    highlight benefit of Celebrate Team behavioral Share insight on how to provide feedback with Motivate to drive better 2nd week
    Behavior and how it can successes improve call handling success and opportunity performance 85%
    help performance

    Activities based on Set Team Goal For the day Consistency Real Time support 3rd Week
    suggestion of agent to 87%
    match agent’s learning
    type
    Set Goal individually Discuss company policy and 4th week
    work ethics 90%
    First 30 Days
     3rd and 4th week
    Action Plan Owner

    Follow through with Agents performance and behavior consistency Team Lead

    Continue Daily Huddle – Product specific and review daily performance, Role play Team Lead
    Agent
    Follow up Coaching Team Lead
    Agent
    Continue Celebrating success to drive consistency Team Lead

    Inspection and call listening Team Lead

    Real time support and floor work Team Lead


    60 Days

    Action Plan Owner


    Follow through behavior consistency Team Lead
    Inspect and call listening to check for consistency and proceed with next behavior Team Lead

    1 on 1 coaching – check in with agents improvements, activities. Team Lead


    Agent
    Team Huddle to review Daily Team Lead
    Agent
    Consistency with Team performance and celebrate success Team Lead

    Continue Discussion with product until they are consistent with utilizing tools and resources. Agent

    Set Team and individual Goals. Team Lead


    Agent
    90 Days

    Action Plan Owner


    Prioritize plan tuning from 60 days action plan Team Lead
    Identify what’s driving performance behavior through insights Agent
    Call listening and inspection Team Lead
    Celebrate success Team Lead
    Check consistency with behavior and proceed with new behavior opportunity Team Lead
    Identify top performers and coach to mentor Team Lead

    Set Team Goal Team lead


    Agent
    Product Discussion Agent

    Coaching Team Lead


    Agent

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