CallCentreVoice Topic Action Plans

Created by:
Statistics:
Forum:
Quick links:

Pushkar Vaidya on 4/3/2004 20:45:28.
Topic has 2 posts; viewed 3802 times.
Call Centre Answers   [This topic is read only]
Forum List | Unified View | Latest Posts
Popular Topics | Editor's Choice | Voices WebLog

Author

Comments

Pushkar Vaidya
Assistant Vice President
Offshore Outsourcing Industry

47 posts
0 friends welcomed

Action Plans  [4/3/2004 20:45:29]

hi

was just wondering if anyone out here would have an effective "Action Plan" template that one could use for monitoring team and agent performace effectively.

any inputs are welcome on this and hope to see a very effective template which could increase over all agent / call centre productivity in teh long run

Silver Level MemberYou don't have the priviledges to view this user's post history

 

Stalin Cooper
advisor
inkarnating

3 posts
0 friends welcomed

Re: Action Plan  [18/3/2005 00:50:29]

Action Plan 15 days

• My first step would be to make an effort to understand my team and their abilities and to analyze whether they are in the right direction.
• To check the goals required on the process and draft the Goal Sheet accordingly
• Have to identify individual’s needs and to capitalize on there positives to build a strong platform.
• Learning the pros and cons of the process.
• Studying the previous performance reports and analyzing them.


Action Plan 30 days

• Analyzing different reports to increase the team productivity which at times get affected by external factors other than adequate product / process knowledge like (Talk time / ACW / AUX Time etc.).
• Constant refreshing session for product knowledge. Solving the queries and problems that agent faced with respect to anything in the organization (CAB / Caf้ / etc.)
• Monitoring and barging the agents lacking behind.
• Preparing the P.D.P (Personal Development Plan) sheet for all agents and assign target accordingly.
• To act as Link between higher management and my Team mates to help them provide them a cordial environment to exhibit their skills

Action Plan 45 days


• Sharing different information with the team other than process knowledge, so as to get over monotony and learning more about the industry and different culture by the mode of presentation etc.
• Analyze the progress chart of the agents and understand the specific areas which need improvement and schedule training sessions accordingly
• To suggest and implement prospective ideas in order to take the process to next level and help my to agents to grow not only in the process but at the same time in the organization
• Increasing the target for agent working well over P.D.P. Whereas developing the rest of the agents by Best Practice Sharing.

Stalin

You don't have the priviledges to view this user's post history

 
  

In Read Only View, you cannot reply to any topic