Planner Week 41 & 42 & 43
Participants - Ballistics, Prithvi, Aditya, Aman, Noel, Shank
Actions Owner Status
Open
Feedback & Coaching Noel/Shankar
1x1 with mentors Noel/Shankar Open
Team Outing Shankar Open
Open
Call listening session Noel
Open
Call Grading session Noel/Mentors
Open
Effective Andon Support Meet Noel/Mentors/Shankar
1x1 with mentors Noel/Shankar Open
Effective Rapport building on Calls Noel Open
Call Calibration Shankar/Noel/Mentors Open
Open
Refreshers Mentors
nner Week 41 & 42 & 43
stics, Prithvi, Aditya, Aman, Noel, Shankar
ETA Success Measures
13th&14th October 1x1's with associates in order to give inputs regarding the Quality audits/ discuss
areas of opportunities.
14th October To discuss the weekly performance and create a WBR.
15th October Outing - Towards associate engagement.
18th October Call listening session in terms of helping associates listen to 2 calls - one good and a
call with areas of opportunity, using the START,STOP,CONTINUE techniques.
20th October Associates are given an opportunity to score on the audit sheet, where scores are
compared with that QA to ensure associates/mentors/QA is calibrated.
21st October To meet mentors 1x1 and discuss the gaps - knowledge gaps, filling gaps and
recommending action plans.
21st October To discuss the weekly performance and create a WBR.
25th October Call etiquette session to help associates interact with sellers effectively.
26th October For Mentor/QA/Sup Alignement towards appropriate call scoring.
27th October Associates have been given a checklist to verify documents which would help in the
reduction of approval errors
Minutes of Meeting - Team Shankar
Participants - Shankar, Kishen , Mathew , Amitha , Supreeth
Actions Owner Status Date
Ongoing NA
Daily Huddles Shankar / Kishen / Mentors
Ongoing 30th Sept
Mentor Catchup Shankar / Kishen / Mentors
Ongoing NA
Real Time feedback Mentors
Ongoing 30-Sep
Blank Monitorings Mentors
Ongoing 7th Sept
Mentorship Plan Mentors / Shankar / Kishen
nkar
mitha , Supreeth
Comments
Genric Catch up with the team
To understand the previous day activity / PRR
Agents to be proivided with feedback basis the
AHT and PRR report .
31st Aug - Feedback to be given tomorrow
1st Sept - Feedback given an emails sent to the
associates
Mails being sent to agents with defects and also
real time feedback given
Raw dump being shared with all mentors to
have the montorings to be done
To recognize bottom quartile and send out
weekly action plans to show improvement
No PRR report published to understand the
trend
7th Sept - Report Generated names to be
shared on the 8th
to be closed on the 16th
28th Sept - Currently 9 people taken off Andon
assists and focus being more on the remaining
9. This was basis the discussion with the
supervisors/Kishen
Minutes of Meeting - Team Shankar
Participants - Shankar, Kishen , Mathew , Amitha , Supreeth
Actions Owner Status Date Comments
Make the team
aware of using
Closed 1-Sep verbiages for cases
which are resolved
31st Aug - Shared
Verbiages Kishen with the team
Seating for the new
Closed 1st Sept batch for the 1st of
Sept , Current Plan is
for the agents to sit
Seating Plan for the ne Shankar on the 9th floor
Review Cases to be
addressed initially .
Closed 7th Sept This would lead to
the reduction in the
overall AHT.
6th Sept - Overall
reduction in the AHT.
AHT mails being sent
Andon Time Reduction Mentors EOD
Closed 9th Sept Results to be
published 16th Sept .
Results published to
KPT Mentors the team
