Step 1: Initial Assessment
Identify 2-3 critical areas in which you need to improve
To help you identify critical areas, I would like you answer the following questions:
- Walk me through our standard call flow. Where do you usually struggle?
- What are the top reasons customers escalate cases after your interaction?
- How do you verify a customer’s identity before discussing account details?
Step 2: Targeted Training
Activity:
• Complete mandatory e-learning modules in the critical areas
• Shadowing: Sairam is expected to listen to 5 calls from high-performing peers and note their best practices.
Key Questions:
- What did you observe in [Peer’s] call that you can apply?
-How would you handle irate customers differently now?
-Where in the knowledge base would you find troubleshooting steps for cancellations and renewals of subscriptions?
Step 3: Simulated Practice & Feedback
Activity:
• Role-playing: Supervisor acts as a frustrated customer; Sairam practices resolving issues.
• Focus on:
o Active listening (paraphrasing, no interruptions).
o Clear, step-by-step explanations.
o Compliance (e.g., verification, documentation).
Key Questions:
- You just heard me say [problem]. How would you summarize it to confirm understanding
- What system would you use to check [specific info]? What fields are mandatory to document?
- How would you explain a delay to a customer without sounding dismissive?
Step 4: Live Call Monitoring & Coaching
Activity:
• Supervisor listens to 2-3 live calls/week and provides real-time feedback.
• Use a scorecard to rate:
o Communication clarity.
o Resolution accuracy.
o Compliance adherence.
Key Questions Post-Call:
- Why did you choose solution no. 322 ? Was there a faster alternative?
- Which part of the call do you think could have gone better? How?
- Did you remember to step 4 ? What’s the risk if skipped?
Step 5: Progress Review & Adjustment
Activity:
• Biweekly review of metrics (e.g., FCR rate, customer satisfaction scores).
• Adjust training focus if needed (e.g., extra drills on documentation).
Key Questions:
- You improved FCR to 75%. What changes helped the most?
- Which compliance step do you still forget? How can we reinforce it?
- What support do you need to hit the next target?"
Help & Care Plan (HCP) for Sairam
Position: Contact Centre Agent
Review Period: [1st January 2025 to 31st March, 2025]
Communication Skills
Rating: ★★☆☆☆ (2/5) – Needs Significant Improvement Competencies: Clarity, Active Listening, Professionalism, Empathy
Observed Behaviors:
• Frequently interrupts customers or fails to listen fully before responding, leading to misunderstandings.
• Uses vague language (e.g., "It should work now") instead of clear, step-by-step guidance.
• Tone can sound impatient or robotic, especially with frustrated customers.
• Example: A customer complained that Sairam cut them off while explaining their issue, resulting in a repeat call.
Customer Experience
Rating: ★★☆☆☆ (2/5) – Unsatisfactory Competencies: Patience, Personalization, Problem-Solving
Observed Behaviors:
• Rarely uses the customer’s name or acknowledges their history, making interactions transactional.
• Often rushes through calls without ensuring the customer fully understands the solution.
• Example: Multiple survey responses cited Sairam’s "lack of interest" in resolving their issues thoroughly.
Case Resolution
Rating: ★★☆☆☆ (2/5) – Below Expectations
Competencies: Efficiency, Accuracy, Follow-Up
Observed Behaviors:
• Only 68% first-contact resolution (team target: 85+%), requiring frequent escalations or callbacks.
• Misses key details, leading to incorrect solutions (e.g., advised a password reset for a server outage issue).
• Example: A case was reopened three times due to incomplete troubleshooting.
Process Compliance
Rating: ★★★☆☆ (3/5) – Partial Adherence
Competencies: Protocol Adherence, Data Security
Observed Behaviors:
• Skips mandatory verification steps in ~20% of calls (audit finding).
• Occasionally delays logging after-call work, creating backlog for the team.
• Example: Failed to document a customer’s consent for a refund, causing a compliance escalation.
Overall Rating: ★★☆☆☆ (2/5) – Poor Performance
Critical Issues Identified:
1. Low Customer Satisfaction: Negative feedback on empathy and resolution quality.
2. Inefficiency: Excessive callbacks and avoidable escalations.
3. Non-Compliance: Risks to data security and procedural integrity.
Action Plan (Next 30 Days):
1. Mandatory Training:
o Active listening & de-escalation (modules: XYZ).
o Process refresher on verification and documentation.
2. Structured Coaching:
o Biweekly 1:1s with supervisor to review call recordings.
o Peer shadowing with a top performer (assigned: [Name]).
3. Performance Metrics:
o Achieve 75%+ first-contact resolution.
o Zero non-compliance violations in audits.
