Coaching Documentation
How many transactions are required to get an "above average" in the "Transaction ID" parameter?
Between 5-7 transactions
What does CoE look for in the "Realistic Goals" Parameter of the Audit Form?
For coach and coachee to agree on attainable/achievable targets based on trends or needs.
A coach is using wording such as "your mistakes", "you failed on QA", "you're not doing that bad", and "this is your weakness".
Which parameter is affected and how would you score it?
"Below" for "Positive Language/Motivating Associate"
The Target for Coaching Quality
85%
Name at least 2 members from CoE
Obed Rivera, Sharon Gonzalez, Guillermo Rosales, & Allison Muller
On what occasions would we mark as "average" the "4 week data" parameter?
When only 3 weeks of data are documented (unjustified)
What does CoE look for in "Knowledge of Coach?" parameter?
How prepared the TL or leader is with his/her coaching. I.e. Having the transactions ready, studied the agent's performance, being able to address concerns while on session.
The focus KPI chosen on KA360 is CSAT but in the documentation, we are solely talking about AHT.
How would you score "Parameter Selection"?
Below Average Score
The Target for Coaching Compliance
90%
Process to follow when agent does not have access to KA360
1. Create ticket on Kgenie or send e-mail directly to them
2. Send ticket no. to CoE Team or cc on e-mail
What is the importance of the "Feedback Comments" parameter?
It is the agreement and commitment from the agent towards the coaching session and its content.
What does CoE look for in the "RCA to KPI Mapping" parameter?
TL must connect the opportunities/gaps or root causes identified to how it affects the agent's KPIs.
Coaching does not include a feedback comment from the agent but TL sent a ticket to Kgenie & CoE stating that the agent does not have access to KA360. How will you score the "Feedback Comments" parameter?
N/A
How is coaching compliance calculated?
No. of coached agents divided by total amount of agents assigned
Name the file used to schedule coaching sessions and measure compliance
Nest Coaching Tracker
Name the 3 items CoE looks for in the "Syntax" parameter
Relevant information, structure & grammar
When would CoE score "Time of Coaching" as "average"?
When TL extends the session but focus is kept on coaching topics
A coaching had documented opportunities/gaps, root causes, and an action plan. But it is missing a goal statement. How would would you score "arrive/gaps/root causes/goal statement" parameter?
Cut off time for the week according to KA360
Saturday at 6 PM
What are the 4 items that must be included when documenting a follow-up?
1. Transaction IDs
2. Action Plan Adherence
3. Action Plan Effectiveness
4. Additional Comments or Summary
Name the file that contains the process to follow to document a coaching
Coaching Documentation Guidelines
Name at least 3 of the 6 parameters that are included in the "Soft Skills & Interaction Handling" category.
Time of Coaching, Mutual Agreement for RCA & Action Plan, Commitment to Targets, Positive Language/Motivating Associate, Feedback on Coaching Seeked, and Prior Coaching/Feedback Correlation.
Opportunities: Timely solution and the agent is not following KB.
Root Cause: Agent mentioned that he focuses on resolving the issues but he does not probe enough to identify the customer's issue because he assumes what is the customer's issue without clarifying.
How would you score this portion of the documentation? What feedback will you give to the leader?
-
SOP Process when TL cannot coach an agent
Scenario 1: Add to Exclusion Tracker - must be approved by Sup
Scenario 2: If agent is present but KA360 is not working, excel template must be sent to CoE team by Sat before 5 PM
How many categories does the CoE Audit Form have?
5 total: GAP identification, Action Planning, Soft Skills & Interaction Handling, KA360 Coaching Creation, and Effectiveness.