Intervention strategy

Campaign: Instacart
T1 Agents
Summary

This strategy responds to the need to sensitize and guide

the processes of the new Instacart campaign in our team
of agents. The importance of uniting the actions to
achieve our goals require three key moments to drive and
motivate the agents and, with it, the team: Self-evaluate
our performance, sensitize ourselves to the needs of the
product and establish learning and behavioral goals to
achieve synergy.
Strategy procedure
Diagnosis Intervention
• Case análisis proposal Application of
• Lower percentages on • Individual
psychopedagogical
CSAT • Group resources

Follow-up Project
Self-evaluation and Internal • Individual
hetero-evaluation of communication • Group
the project campaign
Diagnostic example:
case study
 Jorge Martínez Soto
PROPUESTA DE INTERVENCIÓN
Rapid responsiveness
STRENGTHS Use of ShortCuts
Limited search on the IKB

Sufficient response time in the system

OPPORTUNITIES
Intuitive IKB
Sensitization
• Joint Coach • Accompaniment in
• Against evbaluation the improvement
• Videos route
rubric
• Chat • Behavioral
Low level of reading comprehension • Improvement route metacognition
Lack of empathy planning
WEAKNESSES
Asthenia
Lack of interest in knowing the product in depth Self-evaluate Synergy

Global context of stress

In complicated cases, time is lacking for relevant
THREATS investigation
Suggestions for copying and pasting information
jeopardizes the agent's credibility with the Shopper

Individual case study: SWOT

Application of
psychopedagogical
resources
Improving the
procedures
 Dinámica de la sesión

AUTOEVALUACIÓN SENSIBILIZACIÓN SINERGIA

Conjunta Videos Acompañamiento
Con rúbrica Charla Metacognición conductual
 Rápida capacidad de respuesta
FORTALEZAS Reacción por memoria

Veamos
tu caso Reforzamiento de timing
OPORTUNIDADES Sistema intuitivo

Falta de empatía
No sigue indicaciones para el llenado de subcase
Falta de tacto en los discursos
DEBILIDADES No utiliza Shotcuts
Sin uso de IKB

Contexto lejano
AMENAZAS Chat como reforzamiento de memoria no como soporte en caso de ayuda.
INTEGRAR TICKETS COMO EJEMPLO
RÚBRICA BASADA EN POLICIES
CRITERIOS 10 8 6 4 2
USO DE
SHOTCUTS
SALUDO
RESOLUCIÓN
CONFIRMACIÓN
CON IKB
CIERRE
LENGUAJE
CLARO
EMPATÍA
VÍDEO
VIDEO
ACUERDOS
RUTA DE MEJORA
CRONOGRAMA

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Internal communication
campaign
 CLOSING TICKETS:
Improving our performance

Closing
• Verify the full ticket is
proprerly fill
During.. • SUBMIT AS A
• Summary in the Internal SOLVED
Note
In the beginning fill • Subcase Identificado
• TYPE-PRIORITY por ISSUE y con
• Shopper ID relación del IKB
• Customer ID N/A
• ORDER o N/A
• BATCH o N/A *If the IKB requests it remains OPEN, PENDING or SUBMIT
 Quid pro
Quo SHOPPERS
• Because we deserve
respect
• 3 Strikes policies
T1 AGENTS
• Because the SH deserve
respect
• Attende their chats, we
• Warn without are their solution at that
threatening time
The balance of tolerance • Lean on our team to
solve
• Use greeting, resolution
and close chat formulas.
• Clear and supportive
writing

We are responsible for our words and our silences, each

one is touching a life ...
Support material
CHAT RULES
GREETING AND FAREWELL MESSAGES ARE ALLOWED

RESPOND TO NOTICES ADDRESSED TO STAFF

ENTER DOUBTS OF GENERAL TOPICS

SPECIAL DOUBTS IN TL / SUP PERSONAL CHAT

VIDEOS AND SCREENSHOTS IN TL / SUP PERSONAL CHAT

AVOID VOICE NOTES WHERE POSSIBLE

GIF OR STICKER REACTIONS ARE ALLOWED DISCRETIONALLY AND WITH

RESPECT
 Search Snipping tool
on the remotal desk
from the computer SCREENSHOTS FOR
SENDIG BY
INSTITUTIONAL MAIL
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