management 220

Scenario 1: it’s Monday morning and these are your top and bottom performers based on the key metrics for the last 7 days.

Scorecard (7 day rolling average)

Net promoter score

Resolution time (hours)

Number of tickets closed

Internal quality score

Agent 1

100

74

38

90%

Agent 2

50

276

52

98%

Agent 3

100

235

14

93%

Agent 4

-33

1473

44

89%

Agent 5

20

244

26

95%

Agent 6

60

168

10

100%

Questions:

  1. What coaching would you give to each of agents 4, 5 and 6?
  2. What goal would you set for each one to achieve by end of week?
  3. Agent 4 improves rapidly, thanks to your coaching, but agents 5 and 6 don’t. Which of the two do you let go?
  4. What is the most likely cause for the bad NPS that agent 4 received? How could this be avoided in future?
  5. Which of the 3 top performers (agents 1, 2 and 3) do you announce as team hero of the week and why?
  6. What is one thing you can do today to address the discrepancy between NPS and Quality for agent 4?
  7. What is one thing you can do today to balance the volume in your team?
 
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