Agent Coach Manager
Marielle Deang
Chat Date Contact ID Specific Query
House Move
Which part of the
Outcome of the Conversation Threshold
conversation?
3.00-3.30
Disconnection - Idle Customer Intro
mins
Reason why Agent exceeded the Non Talk Time
Chat Control - Hold Time
Remarks
Specific Query Outcome of the conversation
Disconnection Recontract
Package Changes Disconnection - Idle Customer
Inquiry Faults - Sent Technician
Billing Transfer the Chat
House Move Customer Education - Bill
Others Move And Transfer -Like for Like
Move and Transfer- New Package
Refer the Customer to Call
People Process
Intro Out of Scope
Acknowledgement Idle disconnection | No customer interaction
Discovery Unable to match new customer deal
Transition Statement Customer closed chat during opening/DPA
Presentation Long wait time in the BOT
Transition to Contract Details Correct resolution provided
EECC Cx felt like speaking with a bot
DI avoidance of previous agent
Disputes with 30 day notice period
Knowledge Skill
Incorrect Resolution Provided Lack of probing
A better offer could have been presented
Lack of Visual audit - Tools / CC Screen
Opportunities in bill explanation Lack of Visual audit - Prev. Convo
Lack of benefit selling / Price-driven
Active Comprehension - Acknowledgement
Customer Connection - Helpfulness
Customer Connection - Reassurance
Customer Education - Resolution Communication
Customer Education - Setting Expectations
Chat Control - Objection Handling
Opportunities in system navigation
Lack of ownership
ComSkills - Clarity
ComSkills - Grammar
ComSkills - Word Choice
Creative Thinking (Options/Alternatives)
Incomplete expectations set
Column1 Which Part?
Intro
Acknowledgement
Discovery
Transition Statement
Presentation
Transition to Contract Details
EECC
Contract Details
Providing an estimated EDF
Advising 30 days notice
EDF Discussion
Notice Fee
Installation
Marketing Preference
Raf
Extend Help
Closing Spiel
Unresponsive Process (temp Check, ghost spiel)
Billing Discussion
Answering Out of Scope Scenario
Process -Icoms
System
Agent has System Issue
Discover-Related Issues
opening/DPA
Behavior
Rudeness
Offered packages more than twice
DI avoidance
Chat Control - Hold Time
Professionalism - Negative remarks on competitor
Professionalism - Negative scripting
Communication
Expectations
Threshold Opportunity
3.00-3.30 mins Chat Control - Hold Time
3.30-3:59 mins Process
4:00-4:59 mins Behavior
5:00-8:00mins Skill
>8:01 mins
heck, ghost spiel)
