Notes

Total manpower of 5 advisors aligned in my Team.
Team include four advisors landing in 31 to 60 period.
One advisor fall under 61 to 90 period.
One advisor failed to achieve his Quality score by 4.20 percent.
Two advisors are in BQM for both the KPI’s.



Improving trend has been observed in RR scores as compare to week 1 and week 2.
A small dip has been observed in week 4 due to sudden email pressure.
Session on soft skills helped improvement in upcoming weeks.


Quality has been improved in week 3 after process knowledge sessions and assessment.
Dip in week 2 is observed due to mark downs on grammatical errors and process knowledge.
Session on grammatical errors helped in reducing the errors.





Email:

Lack of process knowledge
Proper understanding of the queries
Didn’t take the ownership for the customer’s concern.
Action Plan:

Arranged a rapid fire session and refresher for the CSAs on the specific issues observed in audits.
Added the points in daily briefings which were the reasons for their fatal.
Conducted knowledge check sessions based on daily briefings.





Arranged a refresher for the CSAs on the specific issues observed in audits.
Added the points in daily briefings which were the reasons for their fatal.
Conducted knowledge check sessions based on daily briefings.
Used monitoring and coaching tools like Rapid fire and Role play to improve process knowledge.
Briefed the YODA documents during avail time to the consultants.
Told consultants to follow the IDEAL approach.
I: Identify the customer’s concern.
D: Define the number of queries of customers.
E: Explore possible strategies as per the customer’s concern.
A: Action plan for the customer's concern.
L: Look after (Proof read the emails before sending it to the customers).




Did not use the template available in SA and didn’t provide any alternate steps for future.

Consultant was not aware about the templates available in SA and didn’t try to find the information from YODA.

Had handled this scenario first time and was not aware that a specific template is available in SA.

Arranged a refresher training for the consultant.

Daily briefings were given to the consultant to make aware about the process knowledge.


Knowledge test and rapid fire was arranged to check whether consultants is aware about all the updates and YODA documents.


Divya Bharti and Harshdeep, MTD falls due to 80% policy and process error identified. 20 % agent error identified as per the audits.
20% Agent Error can be rectified by taking the sessions on the observation or by giving one on one feedback to the consultants.
Harshdeep was aligned in Night Shift, consultant was unable to do the calls in 9 PM to 6 AM window. Due to which he was unable to met the RR Target.
Three consultants (Anjali, Ashnil and Danish) were aligned in Morning Shift due to this they were able to achieve their targets as they were able to call to the customers during the calling window.
Took a soft skill session and also guided them to follow complete survey script available in Yoda.
Guided them to control their rate of pitching survey over the call.


I have learned about TOPS which will help me throughout my career in Teleperformance to grow as a person and for any role in the organisation.
Learn to handle Team as a supervisor and to set priorities for the KPI outliers.
Time management through Game Plan.
Strategic sitting as per the strength and requirement of the Advisors.
Continuous monitoring and coaching to identify and resolve any opportunity.
Work of a Quality Analyst and how to do audits.
Understanding of how business run and calculations behind everything (Manpower Management, Shrinkage, Attrition, CSAT etc.) and to control them.
Identification of a person’s behavior and to set their mind towards a common goal.
Employees benefits, rules and regulations of the organisation through HR session.
Improving communication skills and to make a effective communication by building interest of the listener.
Group activities – It helped to learn how to work as a team, implementing the action and achieving the common goal.
Role plays which helps to create an environment to face the challenges which we will face in our day to day operational work and to boost up the self confidence.
Data Analysis.
To know and realise about our strengths and weakness and to overcome the weakness.

Preparing presentation helped me to use Excel and powerpoint.