Agent
Boost – IB_UPD – CSAT/ NPS isn’t included. Even though it may not be a metric in all processes, but it is a final gauge of market standing, therefore necessary to add- Add Modules
Boost OB – ROI is too much to understand for an Agent, I recommend that we tell them why self-planning is important and how it contributes to the business - Will Omit
Boost Quality – In Gage R&R & such similar tools, with the definition we also need examples for more relevance that site Quality teams can add – Add Terminologies and do calibration first
Boost WPS – Attached is what WFM team is currently using in a session for support staff, conducted every 15th of the month, have added you to the invite too. Content differs to what we have in your original PPT – Add Basic module in same to fulfill routine task
TL to AM
As suggested earlier, I recommend that we just do 7 QC tools & data analysis techniques for all potential TLs that we are preparing for AM, but the ones who get promoted to AM Quality/ Ops should be given YB/ GB training. Content is ok – Check Curriculum and add practice session on existing data
A 3 hour exercise/ practise to be included on real data points, this should be a part of the program and not a follow up
As a follow up, their supervisors to report analysis they were given to work on & their submissions.
Project should be aligned to the TL while running the Boost and check efficacy at the end.
Quality (Agent)
Slide 13 can be changed with some video content to give further clarity that what is good feedback and what is bad?
Add Videos and Role play
Slide 6 & 7 Can be merged to one slide Will Merge
TNPS can be removed / merged as CSAT only – Keep CSAT
Ops
Since IB / OB is available however considering current process , We need to add Email / Chat also . Add Non Voice process content as well
Current process: By the end of second week agents get aligned , by the end of third week efficacy is gauged.
Suggested: By the end of first week group of 4/5 agents can be aligned for improvement on KPI for respective account where the agent belongs to ,under the supervision of his mentor. He should get 2 weeks to work on agents assigned and showcase efficacy . – Give 2 weeks of time to work with aligned agents
Day 05 | OJT | Performance Monitoring of Aligned agent with there Briefing & Feedback |
Note: Ajitesh will share feedback on content till monday
Agent
Boost – IB_UPD – CSAT/ NPS isn’t included. Even though it may not be a metric in all processes, but it is a final gauge of market standing, therefore necessary to add
Boost OB – ROI is too much to understand for an Agent, I recommend that we tell them why self-planning is important and how it contributes to the business
Boost Quality – In Gage R&R & such similar tools, with the definition we also need examples for more relevance that site Quality teams can add
o We are expecting Boost folks to prepare a detailed PPT to present their performance / KRA or given topic , However there is no such slot of training given for PowerPoint or WPS presentation.
o Despite of working on too many template , We should gauge the performance of assigned associate under each booster as with given 2Hours of TAT to work upon along with tracker make then rush out of time.
Agent to TL:
Coaching and feedback module to be added
TL to AM:
Disciplinary policies
RnP matrix
Inbound
- Communication enhancement
- Team management
- KPI management
- Operational Definition and calculation- This is available but only formulas, Reasoning and importance of these metrics also should be available
- Manpower calculation
- Addition to be done - Case studies in regards to people and performance management
- Data sourcing- Internal and external
- Conflict management
- Agent profiling
- Basic Excel formulas and how to use, where to use
- The daily activity of team leader and its importance
Outbound-
- What is Outbound and how its different from inbound
- Outbound life cycle and its various dimensions like Sale, upsell, Cross sale, health check, etc
Certification Process-
- Boost employee should be off call till 6 days
- One mentor to be assigned to boost the candidate
- 2 Bottom agents will be assigned to boost the candidate
- Mentor will validate the performance on 7th Day and will certify accordingly
Other suggestion-
- There should be one spoc for ops and one for quality training
- Training date should be scheduled with the consent of both spoc to avoid any deviation with training time
- Post boost session there should be feedback process for training with certain questionnaires wherein boost candidate will give feedback that training/Trainer was effective or not
- If we get the negative feedback on training or we get the response that we could not understand the content or trainer was not effective then we have to reschedule the training