Triad Coaching

Date  

Supervisor Name  

Agent Name  

Performance Week / Month  

Title  

 Formal Coaching 1:1

 UES Coaching
 NPS Coaching
 EQP / WAPMO Coaching

Type of Coaching  AHT Coaching

 Release Rate Coaching
 Adherence Coaching
 Attendance Coaching
 Call Efficiency and Call Handling Coaching

 Met
Genuine Connection
 Not Met

 Yes
Coach exerted all possible effort to connect with the agent
 No

 
 Yes
Coach attention was focused on the agent majority of the time
 No

 Yes
Agent’s attention was focused on the agent majority of the time
 No
 
 
 Met
Agent was given an opportunity to assess self
 Not Met

 
Coach asked the agent for inputs on how to improve the latter’s  Yes
AFIs  No

 
Coach gave the agent the opportunity to identify his/her own  Yes
opportunity  No

 
 Met
Coach made use of agent’s time wisely
 Not Met

 
 Yes
Coach used the right coaching approach
 No

 Yes
Coach delivered the right message
 No
 

 Yes
Coach answered the agent’s questions correctly
 No
 
 
 Met
Focused Coaching Session
 Not Met

 
 Yes
Coach focused on the critical AFI
 No

 
 Yes
AFIs delivered to the agent are the critical one’s
 No

 
 Yes
Coach emphasize the impact of the critical AFIs to the agent
 No

 
Agent understood what the next steps are
 Met
  Not Met

 
 Yes
Agent was able to recap what his/her AFIs are
 No

 
The agent demonstrated understanding on how the AFIs  Yes
discussed impacts his/her performance  No

 Yes
The agent was able to recap what the nest steps are for him/her
 No
 

Stop

Start

Continue

 
 Yes
Feedback provided to coach
 No

Date entered  

Entered by  

Presented/Discussed By:

________________________________________________________

Immediate Manager Signature

________________________________________________________

Date

Conformé/Acknowledged By:

________________________________________________________

Coach/Mentor Signature

________________________________________________________

Date