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    ASSESSMENT CASE Supervisor

    Uploaded by

    Katherine Bernal
    The supervisor is provided key performance indicators (KPIs) for a team of agents, including targets and current performance. Agents are underperforming on service level agreement (SLA), average handle time (AHT) and first star surveys. The supervisor must create an action plan to improve results by the end of the month, focusing on specific agents and KPIs with timeframe for actions. They must also consider how to approach an agent struggling personally and prioritize two requests from agents. Main supervisor characteristics and balancing support areas are important considerations.

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    ASSESSMENT CASE Supervisor

    Uploaded by

    Katherine Bernal
    11 views2 pages
    The supervisor is provided key performance indicators (KPIs) for a team of agents, including targets and current performance. Agents are underperforming on service level agreement (SLA), average handle time (AHT) and first star surveys. The supervisor must create an action plan to improve results by the end of the month, focusing on specific agents and KPIs with timeframe for actions. They must also consider how to approach an agent struggling personally and prioritize two requests from agents. Main supervisor characteristics and balancing support areas are important considerations.

    Original Title

    ASSESSMENT CASE Supervisor (2)

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    The supervisor is provided key performance indicators (KPIs) for a team of agents, including targets and current performance. Agents are underperforming on service level agreement (SLA), average handle time (AHT) and first star surveys. The supervisor must create an action plan to improve results by the end of the month, focusing on specific agents and KPIs with timeframe for actions. They must also consider how to approach an agent struggling personally and prioritize two requests from agents. Main supervisor characteristics and balancing support areas are important considerations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    11 views2 pages

    ASSESSMENT CASE Supervisor

    Uploaded by

    Katherine Bernal
    The supervisor is provided key performance indicators (KPIs) for a team of agents, including targets and current performance. Agents are underperforming on service level agreement (SLA), average handle time (AHT) and first star surveys. The supervisor must create an action plan to improve results by the end of the month, focusing on specific agents and KPIs with timeframe for actions. They must also consider how to approach an agent struggling personally and prioritize two requests from agents. Main supervisor characteristics and balancing support areas are important considerations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    ASSESSMENT CASE Supervisor

    Hi there,

    For this assessment you will have to show how you are going to create an action plan to
    improve results and have the numbers on target.

    As context these are the main KPI’s, the target and description of each.

    KPI Target KPI Description

    SLA 90% It is a percentage measurement of how efficient a call is answer.

    Average handle time used in a call, it includes Talk Time, Hold Time and
    AHT 8:30
    Wrap Up Time.

    Quality process that evaluates how well the interactions are being done
    QA 90%
    according to the knowledge bases provided by the client.

    Negative survey that customers provide us according to their satisfaction


    1star 3%
    with our service. It is regarding the 1-star survey.

    Now you will see the KPI results per agent and the total campaign score for the current month
    (September)

    KPI SLA
    Team´s SLA 67%

    KPI AHT QA 1star


    Agent 1 10:38 90% 10.0%
    Agent 2 9:40 89% 0.0%
    Agent 3 8:20 95% 2.0%
    Agent 4 9:15 87% 2.6%
    Agent 5 12:45 83% 1.0%
    Agent 6 6:15 92% 1.9%
    Agent 7 6:50 90% 2.3%
    Agent 8 11:50 95% 2.6%
    Agent 9 13:45 75% 7.0%
    Agent 10 5:30 90% 8.5%
    Total Team’s
    9:28 89% 3.8%
    AHT
    Points to develop.

    ● Based on your team results create an action plan to ensure your team hits the goal at
    the end of September:

    a. What agents you are focusing on and why?


    b. What KPI are you focusing on and why?
    c. Keep in mind your action plan must include the actions you’re going to be taking
    and within what timeframe.

    ● You’re told agent 9 is going through a difficult personal situation and having
    acknowledged this is affecting the performance, how would you approach the case?

    ● What do you consider are the main characteristics a supervisor must have?

    ● You have an agent who’s asking you for a meeting to discuss he’s not feeling well with
    the company and you also have an agent that does not have access to the computer
    and his user is blocked. What agent would you prioritize and why?

    Comments

    ● Remember the operation team is one of the most important areas within
    teleperformance, however you have more than 1 support areas that need to be part of
    the action plans.

    ● You will have 15 minutes to present the assessment.

    ● Show us the information in a professional manner and do not forget to be creative and
    be yourself

    Good luck!!

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