DOCUMENTATION GUIDELINES

  1. DECIDE ON THE METHOD
Add Review / Remote Coaching / Mass Ticket
Contains:
- Agenda
- Did Well
- Do Differently
- Action Plan / Contains:
- Agenda
- Did Well
- Do Differently
- Action Plan / Contains:
- Agenda
- Action Plan

Add Review

➢This is ideal for a one on one coaching session where documentation should follow the conversation that took place

➢The sections may be filled out as discussions are closed off (Did Well, Do Differently and Action Plan)

➢Ticket is completed as soon as the agent signs off

Remote Coaching

➢This is ideal for coaching an employee from a different site where the agent and Team Leader can enter comments separately

➢This may be used for a live coaching if an agent needs to prepare something in advance

➢Remote Coaching should be completed by the team leader at most 5 days after it is launched

➢Agenda should typically contains bullet points for:

oAccount or Call (UCID)

oMetrics (KPIs) or Trending for discussion

Example

Good Agenda / Bad Agenda
Reason:
●The agenda outlines what will be discussed however, leaves the discussion open for input / Reason:
●If sent in advance, it preempts agent feedback for Did Well, Do differently and Action Plan

Mass Tickets

●This is for campaign/company updates that require agent sign-off for commitment and understanding

●The updates may be discussed during team huddles

●Agenda should generally include

oEffective Date and Actual update

oReason behind the change

oImpact if applicable

oConsequence management for infractions

oReference materials for more information

  1. IDENTIFY THE CORRECT SESSION TYPE AND TOPICS

Accurate categorization is important for the following reasons:

  1. Personal Tracking

✓Team Leader can easily find the previous sessions that will be used as a basis for disputes and as support for next coaching

  1. Completion Reports

✓Easily identify accomplishments completed for each agent

  1. Aids Accurate Decision Making

✓For employee promotion eligibility

Common Session Types

Not all session types are used for Comcast

-Should be used to document feedback on performance. The topic will depend on the focus of the session.

-Should be used for discussion of behaviors based on call listening activity

-There are multiple session types for Progressive Discipline depending on the nature of infraction.

-Progressive Discipline (Knowledge Check) – documents failure to take the knowledge check or getting a score below 80%

-Progressive Discipline (Powerzone) – documents lack of progress in performance for an agent enrolled in powerzone

-Progressive Discipline (Scorecard) – documents a failed scorecard by the end of the fiscal month

-Scorecard coaching should be completed before or within 7 days of the availability of the TSR report

-For Progressive Discipline (Philippines) please refer to COM for guidelines

  1. FILL OUT COMMENTS BASED ON DISCUSSION

Comments should have:

✓Root Cause

✓Agent Acknowledgement of root cause

✓SMART Action Plan

✓Follow-up session

✓Positive Reinforcement

  1. GET AGENT SIGN-OFF OR COMPLETE COACHING TICKET

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