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Bryan Jackson. Coaching Case Study 1. Agents. Margaret. Andre. Performance opportunities Quality. Performance opportunities RPC Closing Ratio Quality. Margaret. What factors affect Margaret’s Quality?. Key Determinants of Quality. -Margaret. Doctor Network Calls Lacks confidence

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Coaching Case Study 1

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Bryan Jackson

Coaching Case Study 1


Agents

Margaret

Andre

  • Performance opportunities

    • Quality

  • Performance opportunities

    • RPC

    • Closing Ratio

    • Quality


Margaret

What factors affect Margaret’s Quality?


Key Determinants of Quality

-Margaret

  • Doctor Network Calls

    • Lacks confidence

    • Misses the opportunity entirely


Determinants of Quality

-Margaret

Calls to Customer Care

  • Strong Company Values

    • Empathy

    • Tone

  • Weak Company Values

    • Confidence

    • Savvy

  • Both Values are involved in a variety of topics.


Action plan

-Margaret

  • Focus first on Doc Net Call Flow

    • Pre coaching session.

      • Prepare an example call(s) to review

      • Inform agent of topic of coaching session

    • With agent come up with Doc Net Call Flow

    • Post coaching session

      • Print call flow to post at agents desk

      • Have agent provide customer number of calls where she used the new call flow


Andre

What factors affect Andre’s Quality, RPC, and Closing ratio?


Factors Limiting Performance

- Andre

  • Does not have an engaging opening

  • Low energy throughout the call

    • Specifically in sales offer

  • Lack of effort


Action plan

- Andre

  • Pre coaching session.

    • Prepare an example call(s) to review

  • Go over opening call flow

    • Sales opening – Energy

    • Question/ Problem – Restate and Empathize

  • Role play

  • Post coaching session

    • Pull random calls – Follow up / Reward


Questions?

Suggestions?


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