Action Plan Library
Created on September 8, 2023
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Action plan Library
TO A SUCCESSFUL ACTION PLAN
Specify what the challenge is, and what the agent is going to start doing to improve the root cause. Specify dates when everything in the action is going to happen.
Describe how you are going to measure the actions in the plan, this must tell you agent's trend and how you'll make sure everything described is taking place from agent's side.
Ensure the plan has an EFFECTIVE action from agent's side that ensure he/she will learn to fix the root cause you find in the agent.
Be very specific writing down the resources that both you and your agent are going to need to execute the plan
Place the dates and the time the action is going to take, cadences and specific hours if needed.
The most common scenarios agents struggle with and a proposal of a way to approach it and help the agent out with their root cause.
CPH Skill gaps
CSAT SKill gaps
CPH KNowledge gaps
Doesnt know how to prioritize cases in inbox
Doesnt know how to work on the system while they're on the call
Doesnt know how to fish cases in inboxes available
The agent takes more time than needed in the system while working (insert specific protocol)
The agent doesnt know how to deliver negative info when customer is insisting on impossible request
The agent doesnt know how to properly provide survey at the end of the call to convince customer of placing highest score
The agent doesnt know how to display empathy/assurance statements in a natural and convincing way
The agent doesnt know how to provide a landscape to the customer of what is currently happening and what will happen after the call and assisting them
The agent doesnt know life cycles timeframes
The agent doesnt know chasers procedure to close the case
The agent has knowledge gaps in (insert specific protocol)
The agent is not working all types of cases cause is insecure of working (insert specific cases) and chooses not to take them
Action 1: Join a Top performer to a session with the agent and make them provide a guidance to the agent with tips and what are the first things an agent should be doing just entering turn, how to distribute the day depending on the hour and what are the most effective ways to ensure the highest amount of cases for the day. Agent should take notes, send them to you and then, on the next day, review with the agent what they are doing during a call and have them share screen, in a shadowing session so you can review if they're applying tips.
Action 2: Provide written material with a step by step of how to prioritize cases and follow up on the agent not getting high aging cases on a daily basis and is also having expected productivity (min 2 cases closed per hour)
To improve your agent's multitasking skills, during coaching sessions do the excercise of the agent write down any text you send them and keep them talking about anything at the same time. Use a timer to write down how long they take to finish and do this 1-2 times per week, the idea is they improve their timing on a weekly basis.
Join a top performer to explain to them how to take advantage of inboxes available and which ones are the most effective ones. The agent must take notes, send them to you and after that, the agent will have to report how many cases they've been able to catch in inboxes on a daily basis, they must get at least 12 cases on their own.
Provide a refresher to the agent about how to get the protocol done in the system, make them show you how'd it be done sharing screen and document through email that it has been reviewed and explained, the agent must take notes and save in their notepad . After that whenever you assign cases, try to assign to them these specific cases and measure they close it effectively taking them to a call and asking them to do the procedure with you.
Review video https://www.youtube.com/watch?v=yVGkxd-tmAE about how to say no with the agent, ask them to provide a written summary of the most important tips for them and build with the agent specific phraseologies to use. Make sure to make roleplays with the agent on coaching sessions in a weekly basis with these phraseologies and also, ensure they're being used during the call by auditing them on a weekly basis as well (ask QA help if needed).
Review with the agent structure to provide the survey: -If it was a negative experience for the cx: Apologize/empathize + specify the survey is about their PERSONAL attention + clarify 9 is the highest + Id really appreciate your feedback. - If it was a normal call: Before you go, please dont forget to rate my attention with you, remember 9 is the highest, it'll help me out a lot!
Use Basic Call Handling tips document to provide guidance to the agent. During the session build specific empathy and assurance phraseologies they come up with and practice them Also, complement your session watching video https://www.youtube.com/watch?v=-k_NQZ1RjK4 with the agent about understanding empathy and its importance.
Provide agent the structure of a call Understanding issue + empathizing and providing assurance to help + explaining what is currently happening and why + explain resolution and what is the specific expectation after the call + survey
Provide written document with this information and provide a weekly goal for the agent to keep in regards of aging on each life cycle. Follow up on a weekly basis this is being met and agent is in target for the 3 of them
Provide written document with this information withing an explanation in regards chasers. Use aging follow up file to review if all agent's cases in aging have received their corresponding chasers and have no cases that could have been closed before https://docs.google.com/spreadsheets/d/1VcNzAHy3SAF2m9QNhY9ZtZyxo7ymfUA2Fb8WAaay71k/edit#gid=1087899393
Action 1: Provide protocol guide and an explanation about it. Agent must read it and provide you with a summary of how it's solved. Apply knowledge test 2 days later and a 90% will be your documentation to ensure the agent has clear the process. Whenever you're assigning cases, try to ensure the agent works in the specific protocol he had doubts about.
Make refresher about the cases they report doubts about or that you have noticed in your observations with them. Provide the protocol guideline for them to keep handy and then make sure you assign to them only these types of cases, they must ask for any assistance if needed and close 100% of them. Please document appropriately the knowledge shared. Apply knowledge test if needed.