Safetyyou

TRAINER
CASE REVIEW
By- Stephany Zamora
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Quote of the day

The definition of insanity is doing the
same thing over and over again and
expecting a different result.
-Albert Einstein

hello@reallygreatsite.com

123 Anywhere St., Any City

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Agenda

1 2

1 Actual performance

Action plan
2 /Training agenda/Gap/Improvment plan

3 4
Results
3

Impact and future overview

4
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Account actual
performance

Gap 0.97%

Gap 0.95% Whats the plan?

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CCT action plan

-Meeting in between day 1and 2

-Gtky in day 2 a rule

-Call flow roleplay during the classes to reensure

te importance and his impact.
PST Action plan Safetyyou

Descriptive
Teach and validate if the are learning

Diagnostic
We have a minimun gap in beetwen what I
have and what to want to get. So we di little
changes that will have a huge impact

Predictive
I added roleplay in every single review o make sure te information they
will share the right information.
Everytime an agent ends a call listening session feedback will be
given\coached so they now what would our main focus is now, and so
to make it better next time.
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Nesting Action plan

Coaching throught all the week, none stop. Follow ups and feedbacks
to agents(even if its a corrective coaching, constructive coaching or
possitive coaching).

Soft skills been constantly review in every debrief.

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Throughput
Determine the causes of the high number of new hires quitting due to attendance.

offer options we can offer New Hires a with conflicting schedules with the new hire/training
supervisor and operations.

offer make up sessios option.

Thank You
For Your Attention