Cody Lardizabal

Program XYZ Outlier Management AGENDA  OBJECTIVES  GOALS  TIMELINES AND PROCESS  INTERVENTIONS  CONSEQUENCE MANAGEMENT  FAQS OBJECTIVES  Improve program’s overall performance on identified key metric.  Provide focused support mechanisms to outlier agents on CSAT by equipping agents and leaders with skills through performance improvement interventions.  Outline consequence management to non-performers GOALS  Enrolled agent must hit at least 80% attainment to Client Goals on MPC during the 4 week review period (weeks covering Start and Stop in Interventions Coverage)  If agent does not meet at least 80% to client goals on DSAT AND ends up still part of the bottom 15% , agent fails the OLM Run and will be subject to disciplinary action  Goals may change in the succeeding OLM runs depending on program performance and/or set client goals. TIMELINES AND PROCESS SPM Timeline OLM Run OLM Enrollment Start Stop Release of Results 1 WE Aug 3 Aug 4 Aug 31 Sept 3 2 3 4 *Every end of Mon US shift of Week 5, results of current OLM will be published and new enrollees for the next OLM run will be released Owner: Carlo Denis Lardizabal, Process Lead Manager Date: July 30, 2013 Tasks Week 1 Audit to determine AFIs (looping, SO, transcript review) TM &PL/SR discussion on coaching priorities TM-PL/SR-AGENT coaching (Triad) Submit GAP analysis and action plans to STM & signed by PL/SR and agent Week 2 Audit to check if the agent is able to apply key learning ((looping, SO, transcript review) Daily Performance/CSATupdate (email) and personal touchbase TM &PL/SR discussion on coaching priorities TM-PL/SR-AGENT coaching (Triad) Update and submit gap analysis to SM, signed by PL/SR and agent Week 3 Commitment Discussion with TM/PL/STM-OM (BWPR like discussion.. focused on OLM status) Audit to check if the agent is able to apply key learning (looping, SO, transcript review) Daily Performance/CSATupdate (email) and personal touchbase Week 4 3-week OLM performance Update (Start of Week) Daily Performance/CSATupdate (email) and personal touchbase PL/SM/OM Intervention Triad/Quad Session Evaluation Period (TM & SC Feedback Session) Week 5 Release of OLM Results Results Discussion with Agent (Pass/Fail) Enrollment Period - Next OLM Run Owner: Carlo Denis Lardizabal, Process Lead Manager Date: July 30, 2013 Weekly Deliverables count TM PL 5 scrubs 1 1 1 1 1 TM PL 5 2 5 1 1 1 1 1 TM PL 1 5 2 5 TM PL 1 5 1 1 1 1 TM PL 1 1 1 INTERVENTIONS What? (a) Stack Rank/Identify enrollees When? Send to teams on or before 8am, every Thursday before each enrollment period By Who? SC/TO (b) Agent SPM Enrollment Facilitate every enrollment period TM/Agent (c) PL/SM Commitment discussion Facilitate every enrollment period PL/SM (d) Sales Coaching Conduct throughout the Interventions coverage TM to agent PL to TM (e) TM to agent Skills Transfer Conduct at least 1 or a combination of the activities throughout the Interventions coverage TM (f) Agent Sales Performance Review Conduct throughout the Interventions coverage TM (g) PL to TL Skills Transfer Conduct at least 1 or a combination of the activities throughout the Interventions coverage PL (h) BQ/Team Sales Performance Review Conduct throughout the Interventions coverage SC/SM Owner: Carlo Denis Lardizabal, Process Lead Manager Date: July 30, 2013 How?  Stack rank agents in queue/site based on weighed BB Impact and identify bottom 15% agents  TM to coach agent on CSAT performance and get commitment to hitting goal; Also include support that will be provided by TM to help agent meet goals  PL and SM to get commitments from TM on support that will be provided to the agents and ask for support needed from them on interventions to help improve on team's CSAT performance  Conduct skills transfer and CSAT performance review         Conduct SBS, go through Total Solutions steps, provide feedback Perform teachback session and have the agent model back learnings/key takeaways Conduct role play using different scenarios addressing behaviour Conduct exercises utilizing Octane and how to determine best solutions for cust Run through sales deck/modules addressing agent sales opportunities Run through Revenue/Margins Catalogue for high value commodities Listen to agent's calls, evaluate together, and discuss with the agent Listen to Total Solutions good calls together and discuss   Go through sales performance of agent (MPC, refunds and oRR) Discuss goals, improvements/progress made, action plans Coaching log: WPR format   Teach and demonstrate interventions/how to do sales skills transfer to agent Observe and/or co-facilitate skills transfer of TL and provide feedback to TL Coaching Log: WPR format   Review sales performance of the agent being coached and all BQ agents in team Discuss goals, improvements/progress made, action plans Coaching Log: WPR format CONSEQUENCE MANAGEMENT  Agent and TL must fill out Commitment form at the start and end of the OLM run where agent was enrolled  Agent will be under disciplinary action for not meeting conditions stated in GOALS section, or as indicated in agent’s commitment form  TM will be subject to disciplinary action for not meeting actions stated in agent’s commitment form/indicated in this packet on interventions that will be provided to agent  Cite forms must be accompanied by a documented coaching log signed and acknowledged by both agent and TM, reviewed by SM/OM  Disciplinary action equate to COC based guidelines. Succeeding infractions will escalate to the next level based on the COC guidelines – Simple Negligence st 1 fail - CITE First Warning nd 2 fail - CITE Second Warning rd 3 fail - CITE 3-5 day Suspension th 4 fail – CITE 5-10 day Suspension th 5 fail – CITE Dismissal Note: For Agents enrolled in OLM twice within 6 months and have failed both enrollments – She/hewill be given a DA for Gross Negligence of Duty (CITE 3-5 day Suspension) with 6 months prescriptive period. FAQ  If agent is new to the queue/program or was just transferred in, will he/she be exempted? All agents with less than 1 month tenure in the queue will be exempted from the OLM run  If enrollee was on SIL or absent within the review period/interventions coverage, will he/she be exempted? If agent was out for 3 days during the 2 week period, he/she will be exempted and will be re-enrolled in the next run  If enrollee was moved to another queue within the program during the review period/interventions coverage, will he/she be exempted? Yes. Agent may be enrolled in the OLM run after 1 month tenure in the queue he/she was transferred to if he/she is part of the Bottom Quartile  If enrollee does not meet the minimum MPC goal, will he/she be issued a Cite? Yes. Agent must meet minimum MPC goal to graduate in SPM run.  If agent improves but does not meet the goals set to pass the BQ SPM run, will he/she still be subject to disciplinary action? Yes. Owner: Carlo Denis Lardizabal, Process Lead Manager Date: July 30, 2013