- Performance Scorecard Coaching
- Get-To-Know-You Session
- Setting Expectations Session
- Rapid Fire Reinforce (On-the-Fly Positive)
- Rapid Fire Redirect (On-the-Fly Negative)
- Rapid Fire Correct (On-the-Fly Inconsistencies)
- Direct Feedback Session (Standalone RCA)
- SMART Planning Session (Standalone Glidepathing)
- Accountability Session (Pre-PIP)
PERFORMANCE SCORECARD COACHING TEMPLATE
| COACHING GOAL | To improve the employee’s metric [ex: AHT] from 700 seconds to 560 seconds by the end of the week |
| Focus Metric/Behavior | Focus Metric: AHT (560 seconds) Behavior: ACW usage of more than 30 seconds per call RCA: Agent is challenged with multitasking, cannot complete notes and wrap up the call within the call itself, having a need for prolonged ACW usage |
| TL’s Action Plans | S-Support the agent in decreasing ACW usage to a minimum of 30 seconds per call and reducing AHT from 700 seconds to 560 seconds. M-Provide individual coaching and guidance to help the agent decrease ACW usage to a minimum of 30 seconds per call. A-Review call recordings and provide feedback on ACW usage, highlighting areas of improvement and best practices. R-Coach the agent on effective time management techniques to streamline their workflow and improve AHT. T- Week 2-3: Review call recordings, provide feedback, and collaborate on developing a personalized development plan. |
| Agent’s Action Plans | S-Reduce ACW usage and bring down AHT M-Reduce ACW to less than 30 secs/call and hit the program goal of 560 seconds for AHT A-Do this by multitasking, optimize window sizes of tools and webpages, and utilizing idle time within the call to take notes R-Conduct a thorough analysis of ACW tasks to determine if any unnecessary steps can be eliminated or streamlined. T- Improve ACW usage and AHT performance within 1-2 weeks |
| Timeline | Historical data: WB 6.3 840 secs WB 6.10 810 secs WB 6.17 710 secs WB 6.24 710 secs Current AHT: 700 seconds WB 7.3 – 660 seconds WB 7.10 – 620 seconds WB 7.17 – 580 seconds WB 7.24 – 560 seconds |
| Commitment | START: Start using productivity tools or software to streamline ACW processes and minimize time spent on non-value-added tasks. STOP: Stop relying solely on memory and ensure that all necessary notes and updates are recorded promptly during the call itself. CONTINUE: Continue leveraging established ACW templates or checklists to ensure consistency and efficiency in completing tasks. |
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