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Coaching Case Study 1

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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  1. Bryan Jackson Coaching Case Study 1

  2. Agents Margaret Andre • Performance opportunities • Quality • Performance opportunities • RPC • Closing Ratio • Quality

  3. Margaret What factors affect Margaret’s Quality?

  4. Key Determinants of Quality -Margaret • Doctor Network Calls • Lacks confidence • Misses the opportunity entirely

  5. 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.

  6. 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

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

  8. Factors Limiting Performance - Andre • Does not have an engaging opening • Low energy throughout the call • Specifically in sales offer • Lack of effort

  9. 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

  10. Questions? Suggestions?

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