Professional Documents
Culture Documents
Supervisor of team Bandillo collects all the data based on the metrics that
evaluates his agent’s performance. He starts comparing the results of the agent’s
performance in August and September as reflected on the KPI’s
Supervisor points out that despite the other agents’ increase in performance, the
overall team score declined. He refreshes the agent of their target score for the
month which is 92.31%. He recognizes the agent’s strengths (CSAT) and weighs
it against the weakness (AHT).
Through the course of the discussion, the supervisor stresses on the importance
and the weight of the agent’s contribution to the team’s achievements and how
his little effort of being concise with his sentences could easily push the team
closer to its target.
This is followed by presentation of notes taken based on the call. The supervisor
dissects the call and filters the issues in categories: spoken skills, listening and
comprehension and customer service.
The deductive approach has the advantage of logically explaining everything first
then later go into details. This applies to learners who relatively lack knowledge
of a particular topic or practice.