Elvis Kura

Customer Support Team Lead Assessment

1. How would you grade the performance of each agent and why?

Answer: Please find the attached Link to Google Sheets in which I have created agent scorecard and
grading.

2. Based on your grading rubric, what would you score on the voice call and why?

Answer: Based on my scorecard, I have scored the voice calls as indicated below: I’ve based these
scores on the following 6 facets with each attracting 5 points.

Ticket - 10650485; Score - 19 out of 30

Greeting & Understan Problem Adherence Tone &
Professiona ding Issue Resolution to Process Empathy Closing the Total
lism (4/5) (3/5) (2/5) (3/5) (4/5) Call (3/5) Score(19/30)

Reason: Joshua demonstrated courtesy and empathy to the frustrated client. He followed the basic procedure
for escalating the issue. However, he had difficulty fully understanding the customer's problem and repeatedly
asked for clarification.

Ticket - 10716058; Score - 14 out of 30

Greeting & Understan Problem Adherence Tone &
Professiona ding Issue Resolution to Process Empathy Closing the Total Score
lism (3/5) (2/5) (2/5) (1/5) (3/5) Call (3/5) (14/ 30)

Reason: Joshua opened the call with a professional greeting. However, it is evident that he did not understand
the context of the customer's issue, and he kept putting the customer on hold with a lot of dead air as he was
conducting an investigation. Joshua did not achieve the process adherence parameter in this case as he kept
the client on hold for an extended period which advanced the customer's frustration.
Ticket - 10677652; Score - 25 out of 30
Greeting & Understan Problem Adherence Tone &
Professiona ding Issue Resolution to Process Empathy Closing the Total Score
lism (4/5) (4/5) (4/5) (5/5) (4/5) Call (4/5) (25/ 30)

Reason: This was an averagely well-done call since the agent started the call with a professional greeting
and maintained a polite tone throughout. In this case, Joshua had an understanding of the customer's
issue. He adhered to the process and offered a satisfactory resolution to the customer's issue.

3. Which two agents do you identify as being low performers and why?

Answer: Based on my scorecard and the grading rubric the low performers are Daisy and Joshua.

Reasons:

Daisy:

On ticket 5115578; While Daisy provided the necessary instructions for uploading the flu shot
documentation, the repeated avoidance of answering the user's primary question about how much time
they had caused frustration.

Response Time - There were slight delays in response, and the agent took some time to provide a clear
answer to the user's questions.

Resolution Accuracy- The agent struggled to give a direct answer regarding the timeframe for
submitting the flu shot documentation, which caused some confusion for the customer.

Customer interaction - The interaction was polite, but the agent failed to directly address the main
concern about the submission deadline promptly, leading to user frustration.

Escalation Adherence - The situation did not require escalation, but the agent should have proactively
answered the user's question to avoid confusion.

On ticket 4791506; Daisy struggled to provide a straightforward answer regarding the necessity of a
COVID booster. The long wait times and repetitive questions caused frustration for the customer. The
agent should improve on clarity and responsiveness.

Response Time - The agent frequently took 2-minute breaks during the interaction, leading to extended
wait times for the customer.

Resolution Accuracy- The agent did not provide clear answers to Albert's questions about the necessity
of a COVID booster and kept reiterating that the booster was missing without acknowledging the
customer's concerns.

Customer interaction - Though the agent was polite, the interaction lacked focus. The agent repeated
questions and instructions, leading to frustration for Albert, who felt his concerns weren't being
adequately addressed.

Escalation Adherence - The situation did not require escalation, but there were moments when clearer
answers could have been provided without unnecessary delays.

On ticket 5407666; Daisy's response time was an issue due to the frequent breaks, leading to a
disjointed conversation. The agent correctly identified the document issue but did not provide sufficient
clarity or reassurance to the customer about the next steps.

Response Time - The agent frequently took 2-3 minute breaks during the conversation, causing
extended wait times for the customer.

Resolution Accuracy- The agent identified the issue of the pending document but did not provide a
clear explanation for why the COVID card was marked as expired.

Customer interaction - The interaction was polite but lacked engagement towards the end. The agent
asked if they were still connected but did not effectively address the customer's concerns or follow up
adequately before ending the session.

Escalation Adherence - The agent did escalate the issue to the document team, which was appropriate
given the situation. However, further clarity could have improved the customer's understanding.

Joshua

From the analysis of the calls handled by Joshua, I would consider him a low performer since the outlier
tool that I have incorporated on the scorecard identifies him as one among the rest of the agents;

Call Opening - Joshua started the calls with a professional greeting and maintained a polite tone.
However, the greetings could have been a bit more enthusiastic to make the customer feel more
welcome.

Understanding the issue - It is evident that Joshua did not understand the context of the customer's
issue and he kept having the customer on hold with a lot of dead air.

Adherence to the process - He followed the basic procedure for escalating the issue, but there were
several moments where the adherence to the protocol was unclear. Some steps were skipped or not
explained to the customer, which might have confused the customer.

Tone and Empathy - Joshua maintained a calm and friendly tone, and he showed some empathy.
Call Closing -The call closure was polite, but it lacked a proper confirmation of the next steps. The
customer left the call without a clear understanding of what to expect in terms of resolution or follow-up.

4. Write personalized feedback to the two low-performing agents based on your findings:

Answer:

Personalized Feedback to Daisy

Dear Daisy,

Thank you for your efforts in serving our customers. However, there are areas in your performance that
need improvement to enhance the overall customer experience.

Below is a detailed evaluation based on recent interactions:

1. Response Time:

Although your responses were only slightly delayed, even minor delays can accumulate and
negatively impact the customer’s experience. Being prompt in addressing customer queries
ensures smoother interactions and prevents frustration.

2. Resolution Accuracy:

A key area of concern was the failure to provide a clear and direct answer regarding the
submission deadline for flu shot documentation. Accurate and straightforward responses are
essential to minimize confusion and ensure customer satisfaction.

3. Customer Interaction:

While politeness is appreciated, it must be accompanied by effective problem-solving. In this

instance, the politeness was overshadowed by the lack of a direct resolution, leading to customer
frustration. Going forward, ensure that your courtesy is coupled with focused efforts to address the
customer’s main concerns.

4. Escalation Adherence:

Though escalation wasn’t required in this case, proactively answering the core question would
have eliminated the negative experience. Anticipating customer needs and providing clear
responses helps prevent unnecessary follow-up interactions.

I am confident that with attention to these areas, you will deliver more seamless and effective customer
service. Please focus on improving your response accuracy and speed to ensure customer interactions
are both pleasant and productive.

Thank you, and I look forward to seeing your progress.

Best regards,

Elvis Kura - Team Lead

Personalized Feedback to Joshua

Dear Joshua,

Thank you for your efforts and dedication as a call center agent. I’d like to take a moment to provide
feedback on your performance, highlighting areas where you’ve done well and opportunities for
improvement.

One of your strengths is your professionalism and politeness during customer interactions. Your calm
tone and friendly demeanor create a positive foundation, and it’s clear that you are committed to
maintaining good rapport with customers. However, adding more enthusiasm to your greetings could help
set a warmer, more welcoming tone right from the start.

An area that needs more focus is understanding customer issues. There were moments when extended
periods of silence occurred, suggesting that active listening and problem-solving could be improved.
Developing these skills will help you resolve issues more efficiently and minimize unnecessary hold
times.

Additionally, there is room for improvement in your adherence to processes. While you followed basic
escalation protocols, some steps were either skipped or not properly explained to the customer. This can
lead to confusion and impact the customer experience. Strengthening your familiarity with the company’s
procedures will ensure smoother interactions and build customer trust.

Overall, your calm demeanor and empathy are valuable qualities. With a bit more focus on active
listening, process adherence, and enthusiasm, I am confident you can elevate your performance
significantly. We are here to support you along the way, and I look forward to seeing your growth.
Best regards,

Elvis Kura - Team Lead

5. Write a performance plan with training interventions required for these two agents; include targets and
timelines.

Performance Improvement Plan (PIP) for Daisy

Employee Name: Daisy

Position: CSR

Manager: Elvis Kura

Plan Start Date: 15th October 2024

Review Date: 30 Days

Plan End Date: 15th November 2024

Performance Areas to Improve

1. Response Time

2. Resolution Accuracy

3. Customer Interaction

4. Proactive Handling and Escalation Prevention

Performance Goals and Targets

1. Response Time

Target: Respond to customer inquiries within 1-2 minutes for chat and under 1 business day for email.

Timeline: Immediate and sustained improvement by the end of week 2.

Metric: 90% of customer queries responded to within the standard response time for the next 30 days.

2. Resolution Accuracy
Target: Provide clear, accurate, and complete responses to customer questions, particularly around deadlines
and other critical queries.

Timeline: Demonstrate consistent improvement by week 3.

Metric: Achieve a resolution accuracy score of 95% or higher in quality assurance (QA) reviews by the end of
week 4.

3. Customer Interaction

Target: Maintain politeness while also addressing the customer's primary concerns directly and effectively.

Timeline: Show measurable improvement by the end of week 3.

Metric: Receive fewer than 5% of customer complaints related to unresolved inquiries over the next 30 days.

4. Proactive Handling and Escalation Prevention

Target: Anticipate common questions and provide proactive information to minimize follow-up inquiries.

Timeline: Demonstrate proficiency by week 4.

Metric: Achieve 100% adherence to issue resolution without unnecessary escalation over the next 30 days.

Training Interventions and Support

1. Response Time Improvement

Training: Time management and prioritization techniques.

Support: Shadow top-performing agents to observe efficient response handling.

Timeline: Complete within the first week.

2. Resolution Accuracy Training

Training: A refresher course on company policies and FAQs, focusing on deadlines and other critical
inquiries.

Support: Participate in role-play exercises to practice answering customer questions with precision.

Timeline: Complete by the end of week 2.

3. Effective Customer Interaction

Training: Communication skills training with an emphasis on balancing politeness with problem-solving.
Support: 1:1 coaching sessions to receive feedback on recent interactions.

Timeline: Ongoing, with a review session at the end of week 3.

4. Proactive Handling Techniques

Training: Training on common customer scenarios and proactive issue resolution strategies.

Support: Weekly check-ins with the manager to discuss challenging cases and best practices.

Timeline: Complete by week 4.

Monitoring and Evaluation

Weekly Check-ins: The manager to conduct weekly meetings with Daisy to review progress and provide
feedback.

Midpoint Review: A formal review at the end of week 2 to assess improvement and adjust the plan if needed.

Final Review: Conduct a comprehensive performance review at the end of week 4 to determine if goals have
been met.

Expected Outcome

By the end of this plan, Daisy should demonstrate improved response time, higher resolution accuracy,
effective customer interaction, and proactive handling of inquiries. Meeting these targets will ensure better
customer satisfaction and adherence to service standards.

Acknowledgment:

I acknowledge that this performance improvement plan has been discussed with me, and I understand the
expectations and support available to help me improve my performance.

Employee Signature: _____Daisy__

Manager Signature: _____Elvis Kura___

Date: _________15th Oct 2024_____

Performance Improvement Plan (PIP) for Joshua

Employee Name: Joshua

Position: Call Center Agent

Manager: Elvis Kura

Date of Issue:15th Oct 2024

PIP Duration: 30 Days

Review Dates: 15-day check-in on [1st Nov 2024], Final review on [15th November 2024]

Areas of Concern

1. Call Opening and Greeting

Current Issue: Joshua demonstrates professionalism and politeness in his greetings, but lacks
enthusiasm, which impacts the welcoming tone of the call.

Expected Improvement: Greet customers with a warmer, more enthusiastic tone in 95% of interactions.

Steps to Improve:

1. Attend a refresher session on customer interaction techniques.

2. Role-play different greeting approaches with the supervisor during weekly coaching sessions.
3. Supervisor to monitor call recordings weekly for review.

Target Date: Improvement should be evident within 30 days.

2. Active Listening and Issue Resolution

Current Issue: Joshua struggles to understand customer issues, leading to extended dead air and
delayed problem resolution.

Expected Improvement: Show effective listening skills and reduce hold times by 20% within 30 days.
Demonstrate understanding of customer issues in 90% of calls.

Steps to Improve:

1. Attend active listening and probing technique training.

2. Use a probing questions checklist during calls.

3. Supervisor to review calls weekly and provide feedback on understanding customer needs.

Target Date: Initial improvement within 15 days; full adherence within 30 days.

3. Adherence to Processes
Current Issue: Inconsistent adherence to company processes. Joshua skips steps or fails to explain
procedures, leading to potential confusion for customers.

Expected Improvement: Follow all required steps and explain processes clearly to customers in 100% of
cases.

Steps to Improve:

1. Complete a process overview with the supervisor and review escalation protocols.

2. Use a process checklist during calls to ensure all steps are followed.

3. Supervisor to review 5 calls per week to assess adherence and provide feedback.

Target Date: Full adherence within 30 days.

4. Tone and Empathy

Current Issue: Joshua maintains a calm and friendly tone, but there are opportunities to enhance his
empathy during interactions.

Expected Improvement: Maintain a friendly tone and demonstrate empathy in 95% of calls.

Steps to Improve:

1. Attend a coaching session on empathy and tone enhancement.

2. Set 3 personal tone-related goals and track progress during weekly coaching sessions.

3. Supervisor to evaluate weekly on tone and empathy during call reviews.

Target Date: Continuous tracking with final evaluation at 30 days.

Support and Resources

Training: Joshua will attend refresher courses on active listening, empathy, and company processes.

Coaching: Weekly 1:1 sessions with the supervisor for role-playing, call review, and feedback.

Tools: Process and probing question checklists will be provided to support improvement during live calls.

Consequences of Non-Improvement

15-Day Check-in: A formal review will occur at the 15-day mark to assess progress.

If on track: Coaching will continue to ensure sustained progress.

If not on track: Additional resources may be introduced, or further action may be considered.

Final Review (30 Days): At the end of 30 days, a final assessment will take place.
If improvement is achieved: The PIP will be closed, and regular performance monitoring will resume.

If improvement targets are not met: Further performance management action may be taken, including
reassignment or disciplinary measures.

Acknowledgment

By signing below, Joshua acknowledges the areas of concern, the outlined steps for improvement, and
the potential consequences should improvement not be achieved.

Employee Signature: _____J.J____________ Date: __15th October 2024__

Manager Signature: _______E.K__________ Date: __15th October 2024__

This plan is designed to help you succeed, Joshua. We are committed to supporting your growth and
development during this period.

6. You have limited time in a week, how would you prioritize your time with these two agents to improve
their performance?

Weekly Prioritization Plan

JOSHUA
Monday – 45 minutes

Morning - 15 minutes:
I would select and review 2-3 of Joshua’s recent calls to identify key issues (e.g., greeting quality, missed
process steps).
Afternoon - 30 minutes:
In the afternoon I would conduct a focused one-on-one coaching session with Joshua. Review findings
from the call analysis and role-play solutions, and set one or two specific goals for the week (e.g., reduce
dead air, follow process consistently).

Goal: To provide clear direction at the start of the week with actionable feedback.

Tuesday – 15 minutes
Midday:
I would drop in for a quick live observation of one of Joshua’s calls. Provide instant feedback after the call
on areas like tone, empathy, and adherence to processes.

Goal: To reinforce real-time learning and ensure Joshua stays on track with his goals.

Thursday – 20 minutes;
Morning or Afternoon:
I would review 2-3 calls from the week, focusing on Joshua’s progress toward the goals set on Monday.
Look for specific improvements (e.g., better greetings, fewer skipped steps).
Goal: Monitor progress and course-correct midweek if necessary.

Friday – 30 minutes
Afternoon:
I would conduct a quick end-of-week check-in to review Joshua’s progress against weekly goals. Discuss
challenges he encountered and set preliminary goals for the following week. Highlight any positive
changes to encourage continued improvement.

Goal: To close the week with feedback and motivation for continued progress.

Strategies to Maximize Limited Time

Use Asynchronous Feedback: If I don’t have time for in-person meetings, I’d send voice notes or emails
with specific feedback and suggestions.
Delegate Peer Support: I’d pair Joshua with a more experienced agent for informal mentoring.
Track Progress Efficiently: I’d use a shared document to log goals and feedback, making it easy to
track improvement week to week without extra meetings.

Time Commitment Summary

Monday: 45 minutes
Tuesday: 15 minutes
Thursday: 20 minutes
Friday: 30 minutes
Total Time: 1 hour 50 Minutes
This plan ensures that the limited time is used effectively to support Joshua’s improvement. With
structured feedback, real-time observations, and self-directed tasks, Joshua will receive the necessary
guidance to progress while I manage other responsibilities efficiently.

DAISY

Day 1: Set Expectations & Provide Direct Feedback (30 mins)

1. Feedback Session (15 mins):

I would explain to Daisy how slight delays and indirect answers led to a negative experience, even
though she was polite, clarify to her that answering the core question directly (e.g., the flu shot deadline)
is a priority, and emphasize the importance of balancing politeness with accuracy and speed.

2. Actionable Focus:

● Target for the week: Provide direct answers within two responses.
● Prioritize speed: respond promptly without unnecessary back-and-forth.

Day 2–3: Case Review & Quick Practice (15 mins each)

1. Select and Review a Recent Case Together:

● I would identify where Daisy could have answered more directly and promptly.
● Ask her to suggest an improved response for the case.

2. Practice with Quick Mock Scenarios (5 mins):

● Simulate questions like “What’s the deadline for the flu shot?”
● Provide immediate coaching on how to respond concisely and accurately.

Day 4: Monitor Progress & Reinforce Key Behaviors (15 mins)

1. Spot-Check Real Interactions:

I’d review 2-3 of Daisy’s recent responses to ensure she is:

● Answering questions directly.

● Responding promptly without unnecessary delays.
● Balancing politeness with effective resolution.

2. Provide Feedback:

I’d highlight any improvements or areas that need more work.

Encourage anticipating follow-up questions to avoid escalation.

Day 5: Wrap-Up & Plan for Ongoing Improvement (15 mins)

1. Summarize Progress:

Acknowledge any improvements Daisy made during the week.

Discuss one or two key areas to keep working on.