STE V E N S P. R OMAN R .

FOUNDATIONS
DEFINE The justification for this action plan is the improvement of the
metrics in my team in correlation to the campaign’s. Including the
development of the agents skills and emotional intelligence. As
part of the low performance during this month and the period of
time we have to make it work.
MEASURE • 60% of the team is out of target on Agent Driven.
• 40% of the team is out of target on QA.
• 30% of the team is near target, only.
• 70% of the team needs to urgently improve at least 1 KPI.
Current Target of my Team
ANALYZE • Agents creating detractors because of poor empathy and lack
of acknowledgement.
• Agents not following the rubric guidelines due to motivation
or knowledge.
• Agents on a risky environment that affected their
POSSIBL E ROOT performance.
CAUS ES • Agents missing willingness and commitment to assist.
• Agents with low proficiency on Active Listening.
• Agents being driven by external factors like low time
management and/or emotional intelligence.
ANALYZE • Difficulties to understand the sense of urgency within the
customer’s requests and personal concerns.
• Poor confidence on their statements while delivering bad
news or information that can move the customer’s mood
easily.
POSSIBL E REASON S • Low quality on training or missing to follow-up with
uptraining sessions to power up the agents skills.
• External circumstances that affected the environment within
the team and differences between some agents that crossed the
limit.
THINK ABOUT IT
IMPROVE

June has already started and we had the first week metrics and we
are ready to make the action plan start showing results. Based on a
3-week basis, divided in 3 sections. Including the help of QA, HR
and TRN analysts.
1
STABILIZE

• S IDE BY S IDE (FIRST IN TERACTION S )

• RE CORDE D MON ITORS (IN TRA-S HIFT)
• COACHIN G S E SS ION (BE FORE CLOS IN G
THE DAY)
 PATH (1 WEEK ONLY)
N E GATIV E 2 SIDE BY SIDE, 3 MONITORS AND 3 COACHING SESSIONS.

OUTLIE RS

G OOD 1 SIDE BY SIDE, 2 MONITORS AND 2 COACHING SESSIONS

PE R FORME RS

1 MONITOR, 1 COACHING SESSION

TOP AG E N TS
2
INFLUENCE

• UPTRAIN IN G TO HAN DL E
DIFFICULT CUSTOME RS .
• S UP ME E TIN G S W ITH
CR ITIQUE AG EN TS .
• COACHIN G AT THE BE GIN N IN G
OF THE S HIFT.
• 2 R E CORDE D MON ITORS PE R
AG E N T (L AST IN TE RACTION S ).
 TRN
A purposeful meeting with Training
Analyst to cover the lack of
knowlegde about handling difficult
customers and emotional
intelligence.
SUP
Agents that were affected by
environmental situations that were created
outside the labor and within the team will
have a meeting with Team Leader to
discuss about ways to find common
ground and benefitial results for everyone.
WRAP UP
During this week, we will have a
coaching session at the beginning of
the shift with every single agent to
set goals and give the sentiment of
ownership and team work.
3
TAME

• FIN AL S IDE BY S IDE W ITH

OUTLIE RS AT RAN DOM
MOME N T.
• RE COGN ITION W ITH FRE E
TIME IN TRA-S HIFT.
• G ROUP COACHIN G S E SS ION S .
 EXPECTATIONS

By this time, we expect to have an improvement on the main KPIs

to move the numbers and achieve the target.
The following image will show an aproximate of the improvement
on the agents that needed a larger follow-up.
 CONTROL
What is going to be done to control the action plan, is an
uptraining about Bird Styles and DISC. Followed by only one
recorded monitor and if necessary a side by side with agents that
are still having a difficulty with metrics, specially on Agent
Driven.

It will be followed up with positive coaching session to recognize

all the agents for their effort. Followed with the same action plan
but with less intensity.
TY