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    Supervisor Assessment: Ximena Nuñes

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    Daniel Chipa Huarcaya
    1) The supervisor is assessing their team's performance on a hotel sales chat campaign. Key metrics like average handle time (AHT), first response time (FRT), customer satisfaction (CSAT), and quality assurance (QA) scores need improvement to meet client targets. 2) An analysis of the team's current metrics shows a wide range in performance. A new campaign plan will focus on identifying top customer detractors and process failures. 3) The supervisor's action plan to improve the team includes personalized coaching, building rapport with agents, recognizing good work, setting expectations, and goals to increase the percentage of agents meeting metrics like AHT of 620 seconds, FRT under 30%, and CSAT over

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    Supervisor Assessment: Ximena Nuñes

    Uploaded by

    Daniel Chipa Huarcaya
    19 views8 pages
    1) The supervisor is assessing their team's performance on a hotel sales chat campaign. Key metrics like average handle time (AHT), first response time (FRT), customer satisfaction (CSAT), and quality assurance (QA) scores need improvement to meet client targets. 2) An analysis of the team's current metrics shows a wide range in performance. A new campaign plan will focus on identifying top customer detractors and process failures. 3) The supervisor's action plan to improve the team includes personalized coaching, building rapport with agents, recognizing good work, setting expectations, and goals to increase the percentage of agents meeting metrics like AHT of 620 seconds, FRT under 30%, and CSAT over

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    1) The supervisor is assessing their team's performance on a hotel sales chat campaign. Key metrics like average handle time (AHT), first response time (FRT), customer satisfaction (CSAT), and quality assurance (QA) scores need improvement to meet client targets. 2) An analysis of the team's current metrics shows a wide range in performance. A new campaign plan will focus on identifying top customer detractors and process failures. 3) The supervisor's action plan to improve the team includes personalized coaching, building rapport with agents, recognizing good work, setting expectations, and goals to increase the percentage of agents meeting metrics like AHT of 620 seconds, FRT under 30%, and CSAT over

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    19 views8 pages

    Supervisor Assessment: Ximena Nuñes

    Uploaded by

    Daniel Chipa Huarcaya
    1) The supervisor is assessing their team's performance on a hotel sales chat campaign. Key metrics like average handle time (AHT), first response time (FRT), customer satisfaction (CSAT), and quality assurance (QA) scores need improvement to meet client targets. 2) An analysis of the team's current metrics shows a wide range in performance. A new campaign plan will focus on identifying top customer detractors and process failures. 3) The supervisor's action plan to improve the team includes personalized coaching, building rapport with agents, recognizing good work, setting expectations, and goals to increase the percentage of agents meeting metrics like AHT of 620 seconds, FRT under 30%, and CSAT over

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 8

    Supervisor

    Assessment.
    Case Study
    Ximena Nuñes
    About the campaign We will handle in chat sales for different hotels
    in associated in our client’s webpage

    About our client Their concern its on the AHT and the number of
    sales, mainly.

    About our team We need to improve sales numbers, reduce FRT


    and efficiency to reach our client’s target.

    Campaign goals: NPS 60%.


    QA 90%.
    AHT 600 Secs.
    My team metrics
    NAME Total interactions FRT AHT CR CSAT QA SCORE
    Ximena (HC 10) 2600 30.9 900 13% 35% 70%
    Agent 1 150 55 700 10% 20% 64
    Agent 2 345 20 780 10% 16% 75
    Agent 3 356 20 1000 11% 40% 58
    Agent 4 367 24 500 14% 35% 69
    Agent 5 467 10 800 13% 60% 65
    Agent 6 339 12 470 25% 33% 74
    Agent 7 200 29 340 13% 38% 55
    Agent 8 100 46 500 12% 33% 67
    Agent 9 50 65 590 11% 46% 85
    Agent 10 226 23 700 7% 30% 80
    Analysing our team metrics and identifying Quartiles

    NAME FRT NAME AHT NAME CR NAME CSAT

    Agent 9 65 Agent 8 1000 Agent 5 7% Agent 9 16%

    Agent 1 55 Agent 4 800 Agent 9 10% Agent 5 20%

    Agent 8 46 Agent 1 780 Agent 1 10% Agent 10 30%

    Agent 7 29 Agent 9 700 Agent 8 11% Agent 3 33%

    Agent 4 24 Agent 5 700 Agent 6 11% Agent 2 33%

    Agent 8 35%
    Agent 10 23 Agent 6 590 Agent 3 12%
    Agent 4 38%
    Agent 2 20 Agent 7 500 Agent 4 13%
    Agent 1 40%
    Agent 3 20 Agent 3 500 Agent 2 13%
    Agent 7 46%
    Agent 6 12 Agent 10 470 Agent 7 14%
    Agent 6 60%
    Agent 5 10 Agent 2 340 Agent 10 25%

    New campaign 01 Focuses 02


    Agents are struggling following Identity our top contact detractors
    the procedure and handling this and the procedures we are failing
    type of interactions. to accomplish.
    Plan DMAIC
    01
    Define 05
    Define our objectives and Control
    purpose a reachable target.
    • Follow up with a document

    02
    Messure
    DMA of our metrics (create drive)
    • Motivate agents to continue
    improving.
    • Teach agents about the

    IC
    process.
    Efficiency, satisfaction, AHT, • Instant coachings.
    QA.

    03 04
    Analyze Improve
    Tools, top contact issues,
    solutions, cause-effect Develop activities to ensure our team
    responses. improvement:
    Kangaroo plan.
    How I will ensure the improvement in my team
    01 02 03

    Identify each Personalized Build strong


    agent nedds coaching relationship
    Talk about the agent’s Recognize the agents
    Create a different needs and make effort and guide them
    approach with each commitments to ensure to continue the great
    agent. an improvemente work
    Building rapport
    Give
    Listening responsabilities
    Listening to their needs Trust them on tiny tasks
    and what they are and encorage them to
    looking for. continue growing.

    Recognize Set expectations


    Their great work and
    the time they have in Set a metric that they can
    the campaign. achieve in a certain period of
    time and make them gain
    confidence.
    Our goals as a team by the end of the month, percentage
    of team member that can reach the goals after my action
    plan.
    CSAT
    50%

    FRT
    75%

    AHT 620
    80%

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