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  • Action Plan For Improvement

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    harold marquez
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    1. The action plan focuses on improving CSAT metrics through side-by-side coaching between agents and team leads, mixed group sessions, follow ups, and announcing team metrics in huddles. 2. An engagement plan includes activities like "Choco-time" and giving happy face stickers to agents for improvements. 3. Agents will be classified into those working with nodes or tickets, with team leads verifying nodes live and providing audits until agents exit training. 4. The best performing "Paoding" agent will support the team and check exit nodes, and there will be daily contests with candy rewards for top performers.

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    Action Plan for Improvement

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    1. The action plan focuses on improving CSAT metrics through side-by-side coaching between agents and team leads, mixed group sessions, follow ups, and announcing team metrics in huddles. 2. An engagement plan includes activities like "Choco-time" and giving happy face stickers to agents for improvements. 3. Agents will be classified into those working with nodes or tickets, with team leads verifying nodes live and providing audits until agents exit training. 4. The best performing "Paoding" agent will support the team and check exit nodes, and there will be daily contests with candy rewards for top performers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    11 views5 pages

    Action Plan For Improvement

    Uploaded by

    harold marquez
    1. The action plan focuses on improving CSAT metrics through side-by-side coaching between agents and team leads, mixed group sessions, follow ups, and announcing team metrics in huddles. 2. An engagement plan includes activities like "Choco-time" and giving happy face stickers to agents for improvements. 3. Agents will be classified into those working with nodes or tickets, with team leads verifying nodes live and providing audits until agents exit training. 4. The best performing "Paoding" agent will support the team and check exit nodes, and there will be daily contests with candy rewards for top performers.

    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 5

    General

    Action plan for improvement

    metrics
    CSAT
    Main Group bussiness plan
    1. Side by side TL -Agent
    2. Mixed group Top-bottom
    3. DMF Mixed TL-Top-Bottom
    4. Follow up
    5. Huddle team metrics announcing
    Group Engagement plan
    1. Choco-time
    2. Little Happy Face for checking improvement
    Paoding Action plan
    Skill Transfer
    Clasify chats Side by side
    01 1. With node
    2. With no node-Tickets 02 TL verification until exit
    node during interactions live
    creation auditing

    Internal SME Daily contest

    03
    Top Paoding agent
    supporting team / Checking
    exit node
    04 Candy rewards for the top of
    the top
    100
    QA Pass
    rate
    1. Skill transfer about QA marking format.

    2. DFM 80% VS 20% Self discovery

    3. Mixed coaching sharing best practices

    3. Academy for applicants in growth careers for QA/


    agents who want to be a QA analyst
    Thank you!

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