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Example of Inductive Approach

Supervisor of team Bandillo collects all the data based on the metrics that
evaluates his agent’s performance. He starts comparing the results of the agent’s
performance in August and September as reflected on the KPI’s

Supervisor discusses the following with the agent:


• Agent’s CSAT in August ( 85%) versus September (89%)
• Agent’s QA in August (88%) versus September (87%)
• Agent’s AHT in August (9 minutes) versus AHT in September
(11 minutes)
• Etc..etc…

Supervisor shows the percentage difference on each metric between the 2


months. After which, he shows the difference of the entire team’s performance
from August versus September and proceeded by the following details:
• The percentage that the agent represents in the team’s overall
performance score.
• The value of difference that affected the team’s low performance

Ex. 6 agents in Team Bandillo – each represents 16.67%

Agent August Score Team Score – September Team Score –


August September
1 90% 91%
2 91% 92%
3 94% 90.83% 94% 90.66%
You 90% 86%
5 89% 90%
6 91% 91%

Supervisor points out that despite the other agents’ increase in performance, the
overall team score declined. He refreshes the agent of their target score for the
month which is 92.31%. He recognizes the agent’s strengths (CSAT) and weighs
it against the weakness (AHT).

Through the course of the discussion, the supervisor stresses on the importance
and the weight of the agent’s contribution to the team’s achievements and how
his little effort of being concise with his sentences could easily push the team
closer to its target.

When to use inductive approach

Inductive approaches are intended to aid an understanding of meaning in


complex data through the development of summary themes or categories from
the raw data (“data reduction”). It is patterned from the scientific method. It starts
with facts and arrives at a clear conclusion.

Example of Deductive Approach

Supervisor addresses the issue of an agent’s prolonged Call Handling Time. He


starts with discussing to him the difference of his handling time with the target
and helping him realize its importance in affecting his overall performance.

This is followed by presentation of notes taken based on the call. The supervisor
dissects the call and filters the issues in categories: spoken skills, listening and
comprehension and customer service.

Supervisor discusses the following points based on the call:


• grammatical errors and the customer’s response/ comprehension of the
agent’s statement
• effects of inactive listening; how much time was spent in asking for info
details more than once
• too wordy sentences and how much time was used compared to a more
concise form of the same idea

After discussing the points for improvement and presenting alternatives,


supervisor and agent will apply the suggested corrections through a role play.

When to use deductive approach

The deductive approach has the advantage of logically explaining everything first
then later go into details. This applies to learners who relatively lack knowledge
of a particular topic or practice.