Muhammad Sholahuddin

Weekly CCE Coaching Focus Discussion Weekly CCE Coaching Achievement Repeated Weekly CCE Findings Agent Tracker Summary - Weekly CCE coaching aims to reduce the number of CCE findings in the following week after a coaching session within the same month. - The decrease in the number of findings in January (0.55%) and February (21.67%) shows the effectiveness of weekly CCE coaching implementation. Additionally, repeated CCE findings in January and February are low (Jan 14.63% & Feb 12.50%) see - - Coaching Form Accom (QA Development) . The effectiveness of this implementation comes from the short interval between agents making errors (resulting in findings) and the coaching sessions. This allows agents to remember the atmosphere and situation during case handling. In the process, agents can also simulate handling cases but with appropriate SOP-based workarounds. This will facilitate agents in identifying the root causes of their mistakes, enabling QA to compile root causes which can later serve as insights for team-level improvement. CCE Coaching Prioritization Plan All CCE Findings Month CCE Findings Coached in Weekly CCE Coaching dec '23 181 0 0.00% 72,73% jan '24 180 47 26.11% 77,78% feb '24 140 22 15.71% 77,84% Coaching Completeness CCE Performance CCE Breakdown cce1 month findings coached cce2 cce3 cce4 coaching coaching coaching coaching findings coached findings coached findings coached completeness completeness completeness completeness jan '24 31 13 41.94% 16 5 31.25% 78 18 23.08% 55 20 36.36% feb '24 31 5 16.13% 14 2 14.29% 43 4 9.30% 53 11 20.75% Summary - The first 2 month of 2024 shows that most CCE findings are in CCE3 but the coaching implemented was dispersed in all CCE - By this pattern, we should focus on the aspect that dominates the contribution of CCE findings (either CCE3 or other aspects later). - Thus, coaching prioritization will be implemented to tackle it. By the effectiveness of weekly CCE coaching, this plan hoped can reduce CCE findings in agent level