# data[].attributes.body
Pag-ibig ID:121029601609
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Setting The stage : POINT

1. Identify the problem

( Call Listening ) ( Socratic Method ) WHY's?

2. Dicuss the problem

What would be the effect to you as an agent if

you will display same behavior in ur calls?

How about To your cx? How about to The Acc?

3. Do the work ED Tool

Explain , Demonstrate , Practice , Observe, Feedback)

4. Role PLay ( Exchange Role )

5. Commitment ( SMART )

Moving Forward

Summary of the Discusssion

6. Follow up 30-45mins

7. Praise

Ivan Ranolo ( Expert )

EOM Nov :1.29

PKG CVN :37.74% - 46.40%
PKG BRCH:73.86 - 80.10

AHT : 981 - 959 target

QA:

MTD Dec 22:4.47

PKG CVN : 45.35%

PKG BRCH:45.35%

AHT:937

QA:

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Log In- k.c.raganas@gmail.com
Pass - kr_1992
FILE / KEN
TAB

7 Steps
SET the stage ( POINT )
1. Identify the Problem
Call Listening - Socratic - Root Cause/RCA
2.Discuss the Problem
BAHAVIOR & KPI - Ask 3 C's
*what would be the effect to u if u still dsplay same behavior? Cx? Company?
3.

# data[].attributes.body
Johari's Window:.:
open- known to you and others
blind-known to othres but unknown to self
hiddin- known to self but unknown to others
unknown- unknown both

��

What we believe
Our mission and values represent how we think and act every day to achieve our main goal: happiness from inside out. That means satisfaction for those who work for Teleperformance, for our investors and of course, for our clients and their customers.

MISSION
“At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. In so doing, we create opportunities and value for employees, clients, customers, communities and shareholders.”.

VALUES:
Cosmos/Integrity - I say what I do, I do what I say.
Earth / Respect -  I treat other with kindnss and empathy
Metal /  Professionalism - I do things right the very first time.
Air / Innovation - I create and improve.
Fire /  Commitment - I'm passionate and Engage.

Behavior vs KPI's - it would be best to address the behavior that affects the KPI.
Common Role:
> Floor Walk- walk around, side by side, plug in
do's
observe 3 sec rule
look for behavior
observe house rule
be nice

dont's
unplug and walk away
spoon feed
assume you know all the answer

> Provide Feedback-
goal oriented feedbak-
appreciative
constructive

BEEF FORMAT ( behavior/ example,effect,future)
> Support Account Initiative

SKILLS TRANSFER
-EXPLAIN- what why how
-DEMO
-PRCTICE-
-OBSERVE
-FEEDBACK- not exceed 5 mins

TOPS- Teleperformance Operational Processes & Standards
-Quality
-Consitency
-Improvement
SUPE: continuesly  improve the performance of the team

\"6 TOPS DELIVERABLE"

1. EVALUATE

-KPI Reporting/Analysis
A. Management Quartile

highest-lowest/4(MAnagement Quartile) more result- less effort

EXAMPLE-BRCH
Q1
Tan, Dheann E.  $40.93
Q2
Guden, Joel M.  $25.03
Q3
De La Cerna, Arienne Clarence R.  $21.04
Guinita, Alyana Jannica P.  $20.87
Degayo, Sherry Ann F. $16.29
Almendras, Flora May M.  $14.09
Q4
Mahinay, Vanessa M.  $13.41
Camasura, Jhundel P.  $4.59

$40.93-$4.59/4= 9.09
Q4-$4.59-$ $13.68
Q3-$13.68-$22.77
Q2-$22.77-$31.86
Q1-$31.86-40.95

B. DSM- Daily Supe Meeting
>done everyday
> 30 mins
-4 step thought process

C. Educatrional Learning Plan (ELP)

MEETING TO DEVELOP AGENTS USING WITH THE EDUCATIONAL TOOLS TO IDENTIFY THE ROOT CAUSE
> once a week
> 30 mins- 2hrs

2.PLAN
>Utilizing  the WKAP- weekly KPI action plan
which KPI are the focus of the week
indicate the guiding action plan
CCM(GLOBAL SETTING FOCUS) -> ACCM-> SUPE

steps;
>Formulating a GAME PLAN
action plan for the day by hour and by the agent
Example:
FRANZ- did not ask discovery question - q4
LYN- empathy and sound rude - q3
DEO- did not address the cx concern- q2
ASHA- SA - ncns " Risk List" -attrition risk- prio -  q1

7:00-7:15- coach asya     15
7:15-7:45- dsm     30
7:45-8:15-floor walk    30
8:15-8:30- 1st break    15
8:30-9:45- coach lynn    75
9:45-10:00 ADMIN    15
10:00-10:30 CALL CALIB    30
10:30-11:45 COACH DEO    75
11:45-12:15 FLOOR WALK   30
12:15-1:15 LUNCH    60
1:15- 2:30 COACH FRANZ    75
2:30-2:45 2ND BREAK    15
2:45- 3:00 ADMIN     15
3:00-4:00 ELP     60
=========================================
540 TOTAL MINS
COACHING = 420 MINS = 77%
OTHER = 120 MINS =22%

>Strategic Seating
-outliers and/or new agents will get increase support from nearby colleagues and supe
must do
-designated area for the team
-sup must seat team at the start of the shift
-new agents should seat close to the supe
strong recom:
-agents to sit close to agents at similar times
-if new agent is sit with experience aganet, supe is still responsible for agents dvt.

3. EXECUTE
-80-20 RULE
AGENT MONITORING
-RECORDED CALL
-REMOTE
-VOICE AND SCREEN
-PLUG IN
-SBS
-FLOOR WALK

=QUALITY-bussiness impacting, fraud detection, regulatory compliance
=Substantive-listening skills, discovery, system navigation,product knowledge, talk/type
=Cosmetics---pace, volume, enunciate, tone

AGENDA = POINT- Purpose, Outline, Input, Transition

7 steps to effective education
1. Problem idenctification
- SOCRATIC METHOD
- Review KPI - open item (MTD's)
-Listen to a call
--discuss by using the 5WHY's

-identify the root cause but POE-process of elimination of ROOT CAUSE.

KNOWLEDGE- does the agent know?
SKILLS- does the agent know how to do it
ENVIRONMENT- are there environmental factors affecting the skill and knowledge of the agent
MOTIVATION- Is the agent motivated?

-let the agent understand the effect - AGENT-CUSTOMER-COMPANY
3.Do the work
-address the issue/behaviour
-ONLINE TOOL(LIVE TOOLS)- quick session while agents is takin calls
- visual,postivies,set expectaions, discuss, fastball quiz, set goal, coaching calls
-OFF LINE TOOLS
-model tape, self tape, self tape VS model tape, demo call, role play, analogy,  st vs st, st vs critique

4.Role play
-vocal practice with the agent
take turn
ask questions
steps: EXPLAIN, DEMONSTRATE, PRACTICE, OBSERVE, FEEDBACK

5.Commitment
-SMART format - collaboration bet. sme and the agent
-get a solid YES form the agent
S- behaviour- "ask for behaviour and commitment"
M- kpi
A- glide/incremental path
R- wifm
T- dead line-follow thru

6. Follow up-
-commitment from the supervisor
-use of educational tools- ONLINE or  OFFLINE TOOL
-done 30-45 mins
7. Praise
-end of session
-commend the agent, motivate the agent.

PAC MODEL
PARENT- taught
Controlling- corrective behaviour- strict, nega, manipulative, demand
Nurturing- represents affirming-

ADULT- collect information, analyze and question
CHILD-
Adaptive child-
Free/Natural Child-

4.ENSURE
-ACM
1.-in shift  meeting
10-15 mins
2. Supervisory SOF- triad session, supervisory monitoring
done 1nce a month, feedback given right away

5. Close Loop-

6. ATAC- attitude tallent accountability, commitment- giving empowerment to supe
weekly/bi-weekly meeting

PDM: Performance Development Meeting
-could be a one on one session

WKAP
RECENT STAT
FOLLOW UP

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Feedback
Goal Oriented Feedback
Appreciative Feedback
Constructive Feedback

-BEEF
Behavior
I notice in you 2 calls
Example
Effect
Future

-Feedack-
Example
Demonstrate
Practice
Observe
Feedack

-TOPS
Evaluate
Planning
Execute
Ensure
C-Loop
ATAc

# data[].attributes.body
Arranging for Angelica Ople (SMNAople).

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