Agent Experience Legacy

1
Project Title Agent Experience Legacy
Start Date 4th Dec 2019

End Date 9th Dec 2019

To analyse agents historic audit data basis which coaching and feedbacks to be initiated to ensure positive movement in the
Project Overview and Outcome Quality scores
In Scope: Agents with a minimum tenure of >30 days
Scope Out of Scope: Agents in OJT/Nesting
Direct Impact:
• Positive movement in the Quality and C-Sat scores
Expected Impact Indirect Impact:
• Increase in revenue due to No Penalty
• Increase in Customer Sentiment
• Reduction of Client Escalations

Dependencies Quality Monitoring Data

Data Collation
• List of all active agents with a tenure of >30 days to be collated by LOB/Circle
• Historic data for each agent to be pulled out (Minimum 10 audits)
• Agent Wise excel sheets (Agent Experience Legacy Tracker) to be prepared and historic audit data to be plotted
Coaching and Feedback Mechanism
Action Plan • QA’s will audit calls as per process
• QA’s will analyse previous performance by parameter using the Agent Experience Legacy Tracker
• Coaching and Feedbacks to be provided on repeat errors to the associate basis historic and current audits
• Agent performance to be mapped and tracked on a weekly basis
• Agents with skill issues to be sent to Training team for refreshers on the identified call types
• Agents with Will issues to be referred to HR for further course of action
 Agent Experience Legacy
1 Data Collation 3 One on One 5 Focus Group

Historic audit data (Minimum 10
audits) to be collated and individual
sheets to be created for In-scope
agents
One on One sessions will be Trainers would conduct detailed
initiated for 100% population by the training for identified associates on
Team Owners (Process AM’s) in the Process Knowledge gaps & QIC
collaboration with QA’s to set the would reinitiate the side by side
right expectation of agents audit to ensure feedback is
implemented

2 Issue Identification by
Agent
4 Identify & Coach 6 Target Achievement

Associate wise Issues by Parameter Side by side audits will be initiated Teams are expected to meet the
(Quality Sheet) to be plotted basis for real-time coaching & feedback. Quality targets by week 4
historic audit data in the Agent Agent product/process knowledge
Experience Legacy Tracker (Sample gaps will be shared with the training
Attached) team for refreshers
Agent Experience
Legacy Tracker
Thank You