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  • Pulse Coaching Session ID-24997685.IsleyMilesCordova (Agent) .101917584.04262023

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    Ralph Carlo Sumaculub
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    The document summarizes a coaching session between Coach John Sumaculub and Agent Isley Cordova regarding a potential ZTP offense of call riding. During the session, Cordova explained that she unintentionally stayed on a call for over 2 minutes after it had ended because she was still working on account documentation. The coach reminded Cordova to end calls promptly once the conversation is finished and to inform agents if she needs to remain on the line. Cordova committed to ensuring she will never stay on calls unnecessarily and to follow zero tolerance policies strictly. She received a stern warning that another violation would result in dismissal.

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    Pulse_Coaching_Session_ID-24997685.IsleyMilesCordova(Agent).101917584.04262023

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    The document summarizes a coaching session between Coach John Sumaculub and Agent Isley Cordova regarding a potential ZTP offense of call riding. During the session, Cordova explained that she unintentionally stayed on a call for over 2 minutes after it had ended because she was still working on account documentation. The coach reminded Cordova to end calls promptly once the conversation is finished and to inform agents if she needs to remain on the line. Cordova committed to ensuring she will never stay on calls unnecessarily and to follow zero tolerance policies strictly. She received a stern warning that another violation would result in dismissal.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    16 views2 pages

    Pulse Coaching Session ID-24997685.IsleyMilesCordova (Agent) .101917584.04262023

    Uploaded by

    Ralph Carlo Sumaculub
    The document summarizes a coaching session between Coach John Sumaculub and Agent Isley Cordova regarding a potential ZTP offense of call riding. During the session, Cordova explained that she unintentionally stayed on a call for over 2 minutes after it had ended because she was still working on account documentation. The coach reminded Cordova to end calls promptly once the conversation is finished and to inform agents if she needs to remain on the line. Cordova committed to ensuring she will never stay on calls unnecessarily and to follow zero tolerance policies strictly. She received a stern warning that another violation would result in dismissal.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Report was run on 04/27/2023 02:35 (GMT -05:00)

    Coaching Form Published

    04/26/2023 13:30-14:00 (GMT -05:00) Meeting Location :

    Session ID : 24997685 Coach : John Christopher Sumaculub ( TL ), 101028710 Coaching Week : Week 17

    Trigger : Conduct/Compliance Coachee : Isley Miles Cordova ( Agent ), 101917584 Session CloseOut Date : 05/05/2023, 7:59PM
    (GMT -05:00)
    Trigger Description :Coachings related to Conduct or Compliance topics LOBs : US Cellular PH Order Processing
    such as Dress Code, Language, Behavior, System Usage, Data Privacy,
    Security, etc.

    Scorecard Metric Overview

    Non - Scorecard Metric Overview

    Category Overview
    Current
    Week 16 Week 15 Week 14 Week 13 Week 12 Week 11 Week 10 Week 09 Week 08 Week 07 Week 06 Week 05 Apr Mar Feb
    Week
    Security and Compliance

    Page 1 of 2
    Report was run on 04/27/2023 02:35 (GMT -05:00)

    General Notes
    ZTP Coaching
    Isley Miles Cordova 4/26/2023

    Opportunity:
     Possible ZTP offense – Call riding. Miles stayed on the line for 2 mins, 26 sec, being placed on hold by the agent even the conversation was already done, and closing spiel was already delivered.
    006d0351c0f16c19 – April 24.

    RCA: Will;
     Miles explained that she wasn’t ready to end the call yet during that time as she was still working on the ticket and account documentation. She also first thought that the agent was only placing her on hold so she can go
    back to the customer, but was caught off guard when agent suddenly said “Have a good day”. Miles admitted that she continued working on the ticket and the account notation but did not realize that she has been on the line
    for more than 2 mins.

    What could have done differently?


     Miles could have ended the call right after realizing that the agent just placed him on hold instead of ending the call.
     Miles could have informed the agent that she’s still working the ticket instead of letting them go, so she didn’t have to stay on the line.

    Commitment:
     Miles to ensure that she will never stay on a call when it should have ended already such as calls that is being transferred, ghost calls, and other instances that her presence on the call is no longer being required.
     Miles to observe zero tolerance policy strictly, and commit herself to full compliance.

    Accountability:
     A very stern warning was given. Miles has a clear understanding that I catch her again doing the same violation, I will issue a DAF against her for dismissal.

    Page 2 of 2

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