AGENDA

May 06 | V1
Keys to success:
1. Mentor Support Ratio 1. M/TCC management
2. Mentor Onboarding 2. Observations & Inspection
3. FUNdamentals Coach Onboarding 3. Outlier Management & Performance
4. Best practices in the classroom Review
 MENTOR
SUPPORT RATIO

May 06 | V1
 MENTOR RATIO & SUPPORT
RAMP UP
 We ensure to have a 1/5 Expert/Mentor Ratio.
 Partnership with training about step skills and MTCC
 Mentors are equipped with Headsets and Question Log.
 Mentors meet experts, introduce themselves and set expectations.

 C2 usage.
 TEAMS tool usage to ask questions and keep hold to a minimum.
 Hit & Miss tracker follow up.
 Side by side and in the game feedback.
 Huddle and debrief expectations.
 Follow up close.
 CMS/RTA View of the Queue.
 MENTOR RATIO & SUPPORT
BACKFILL
 We ensure to have a 1/3 Expert/Mentor Ratio.
 Partnership with training about step skills and MTCC
 Mentors are equipped with Headsets and Question Log.
 Mentors meet experts, introduce themselves and set expectations.

 Hold not mute.

 C2 usage.
 Hit & Miss tracker follow up.
 TEAMS tool usage to ask questions and keep hold to a minimum.
 Side by side and in the game feedback.
 Huddle and Debrief expectations.
 Follow up close.
 CMS/RTA View of the Queue.

Ensuring our experts feel supported from day one is essential.

MENTOR
ONBOARDING
 Mentors Onboarding 2019

 Why Fundamentals
 Pillar Identification
 Behavior Identification
 WIIFM
 Mentors impact in Attrition
 PAIR & Spark (basics)
 Hit & Miss tracker expectations
 Question Log fill out.
 Why one behavior
 Partnership between Training & Fundamentals
 Mentor Onboarding In C2

(Click Here): FUN-damentals Mentor On-Boarding Presentation

 Hit/Miss Tracker visible
in the classroom since
step skills.
 Leverage information
for both expert and
support.
 Detailed inspection
plan (Dates / Pillars
affected / Multiple KPI
impact)
 Let’s check In!
becomes a priority to
determine constant
follow up.
 FUNDAMENTALS
COACH ONBOARDING

May 06 | V1
FUNdamental Coach Onboarding 2019
 Why Fundamentals.
 Intro to Fundamentals role / objectives.
 (Click here): Day of a coach.
 Mentors Expectations.
 Medallia & Up (Quick Response One on One).
 Tools: (Verint, CREST, IEX, CMS).
 Huddle & Debrief preparation.
 Use of Hit & Miss Tracker / Follow Up.
 Coach Success List.
 NHDB / iCube.
 Outliers Uplift Preparation / Transition File.
 FUN SQMS / Remedy.
 Follow ups (Review & Close).
 Coaching Structure (PAIR & Spark)
 Admin tasks: iRoz (Payroll), Escalations, transportation.
 FUN-DAMENTALS ONBOARDING IN C2

(Click here): Fundamentals Onboarding:

 Coach Success List
provides a day start
preparation.
 MTD Metric base on
Yesterdays or MTD
statistics.
 Helps out the outlier
identification process.
 BEST PRACTICES
IN THE CLASSROOM

May 06 | V1
BEST PRACTICES IN THE CLASSROOM
 Build relationship with the experts.
 C2 Tool usage
 TEAMS usage
 Raise Hand for support
 Choose a POC to assign him KPIs, Follow Ups.
 Develop CEO mentality to constantly review T-Metrics & CREST.
 Create awareness of Medallia to keep track of performance.
 Increase confidence by celebrating success.
 Clip Board updated with MTD metrics to stablish a competitive environment.
 Use question log to identify areas of opportunity in order to discuss in
Debrief.
 Provide tips after finishing the support provide to the expert base on their
scenario.
 Explain the benefits of challenger bonus
 #NoMeOlvidesBebe
 #SiNoHayLecturaNoHayAyuda
 M/TCC
MANAGEMENT

OBSERVATIONS
& INSPECTIONS

May 06 | V1
 M/TCC MANAGEMENT
 Meet the group and set POC’s:
 Fundamentals Coach
 Mentors support
 CMS/RTA View of the Queue.
 TEAM’s
 Clipboard update with MTD Metrics
 Hit & Miss tracker follow up
 Behavior focus of the day
 Ask the question: What else can we do to ensure Expert success?
 Inspect Preparation and Behaviors identification
 Behavior influences metric performance
 Hit/Miss Tracker
 Build on Strengths
 Use offline time to coach and fill knowledge gaps
 CRT Outliers
 Mentor/Leader engagement as needed
 OBSERVATION & INSPECTION

 Hit/Miss Trackers audits (Behavior a proper follow up)

 CMS/RTA View of the Queue
 TEAMS/Chat Use

 Huddle and Debrief topics

 In the Game Feedback to Experts and Mentors
 Coaching Audit
 OUTLIER MANAGEMENT
& PERFORMANCE REVIEW

May 06 | V1
 OUTLIER MANAGEMENT

 Outlier identification based on performance in Training as well MTCC.

 Hit & Miss follow up “Let’s Check In!”.
 MTD & Yesterdays KPI performance.
 Coaching Ratio:
 MTCC: 1 per outlier / Weekly
 TCC: 2 per outlier / Weekly
 Side by side & On the game feedback:
 MTCC: 1 per outlier / Daily
 TCC: 2 per outlier / Daily
 Efficiency focus: (CRT, HOLD, ACW)
 Performance Review (Outlier Uplift).
 PERFORMANCE REVIEW

 Let’s celebrate success

 Coach Level
 Expert Level
 Medallia Verbatims
 Wave Focus
 MTD KPI’s & Performance
 MTCC & TCC
 Outliers Progress
 Coach Success List image
 Hit & Miss tracker Image
 Share mentor support success

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ental Managers\WAVE 19
 LET’S
TALK

LET’S
TALK

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FUNDAMENTALS BOGOTA