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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

Bryan Jackson

Coaching Case Study 1


Agents

Agents

Margaret

Andre

  • Performance opportunities

    • Quality

  • Performance opportunities

    • RPC

    • Closing Ratio

    • Quality


Margaret

Margaret

What factors affect Margaret’s Quality?


Key determinants of quality

Key Determinants of Quality

-Margaret

  • Doctor Network Calls

    • Lacks confidence

    • Misses the opportunity entirely


Determinants of quality

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

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

Andre

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


Factors limiting performance

Factors Limiting Performance

- Andre

  • Does not have an engaging opening

  • Low energy throughout the call

    • Specifically in sales offer

  • Lack of effort


Action plan1

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

Questions?

Suggestions?


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