Sprint Performance Management & Analytics

Improving Individual Performance Agent Job Guide Prepaid 10-5-2013

Managing Performance: Prepaid Metrics in Compass

Sprint Performance Management & Analytics

Benefits Whats In it for Me? Monitor your Performance in one glance for key metrics by seeing your Metric Breakdowns, Metric Trends and specific details related to each key metric. Under the Action Tab view real time your observations and coaching sessions that have been completed. See a trend on the behaviors that have been identified as a Strength or Opportunity and begin immediately to improve if needed. Additionally, manage tasks, alerts and acknowledge your coaching sessions.
Manage your own performance by viewing your results

How to Manage My Performance

Sprint Performance Management & Analytics
Following is an overview of the process to manage performance using Compass. Each step is described in detail on the subsequent pages. The color BLUE IS NEW- Replaces the YELLOW.
3. Review My Performance Metrics which is now on the Compass home page. My Weekly /Monthly views for more detail. Specialist Detail View now available for a more all inclusive view of your metrics and performance. . Weekly & Monthly views are combined. 4. View Observation & Coaching Manager 5. Acknowledge Coaching Sessions 6. View Observations About Me for Observations submitted 7. View My Coaching Log giving details of Coaching Sessions documents.

1. Access Compass

2. Login to Compass

How to Access Compass

Sprint Performance Management & Analytics
1. Type Compass in Browser. Click on Enter Compass.

First Time Compass Login (All Users) Step 1. Navigate to the Compass Login page. Step 2. Type your user ID/password and click Login. Result: A new page indicating you do not have a security question and answer setup is displayed. Note: You are not required to change your password at this time, but may do so if desired. Choose a security question from the Change Password<Choose your Security Question dropdown menu. If page does not display access the Link in the Upper Right hand corner to be able to set up your security question. In order to access the Self Service a security question must be set up. Type an answer to the question in both of the security answer fields and click Submit Changes. Result: The next screen indicates the changes were successful or unsuccessful. Click the Home Tab to begin navigating in Compass.

2. Type in User ID and Password

Step 3.

Step 4.

Step 5

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Using Compass Password Self Service You can change your password anytime by setting up your Security Question when you log in!
Forgot Password Change Password
1. Navigate to the Compass Login page. 2. Click Forgot Password. 3. Type the answer to your security question. 4. Type a new password in both of the password fields. 5. Click Login. Result: The Compass Home page is displayed. 1. Navigate to the Compass Login page. 2. Type your user ID/password and click Login. 3. In the upper, right-side of the Home page, click Change Password and/or Security Q&A. 4. Type your old password. 5. Type your new password in each of the fields Note: If you are only changing your password, you do not need to answer / change your security question and answer.

Change Security Question

1.

Navigate to the Compass Login page. 2. Type your user ID/password and click Login. 3. In the upper, right-side of the Home page, click Change Password and/or Security Q&A. Note: If you are only changing your security question, you do not need to type anything in the password fields. 4. Select a new security question from the Choose your security question drop-down. 5. Enter your new security question answer in each of the fields.

View My Metric Breakdowns

Sprint Performance Management & Analytics
1. The Home Tab will display all your KPI metrics. Select a metric for which you wish to see a breakdown Result: The Dashboard for the selected metric is displayed. Dashboards offer a combination of reports.

2. Click here for Breakdown or Details from the dashboard to open the actual reports.

Compass Data Presentation Dashboards display a combination of reports. Reports offer more options for analyzing the data.

How can I Review My Performance?

After logging in, the Compass Home Page is displayed. The Overall Performance section displays the My Performance dashboard.

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Return to this data at any time by selecting the Home Tab.

Scroll down on this dashboard to view more reports.

Results are highlighted in color to provide a quick indicator of performance:

Metric

Red

Yellow

Green

Blue

CSAT Top 2 Box AHT

<90%

90 to 99.99% 90 to 99.99%

>= 100% to 114.99% >= 100% to 114.99%

>= 115%

< 90%

>= 115%

Adjustm ent per Call

< 90%

90 to 99.99%

>= 100% to 114.99%

>= 115%

View My Metric Breakdowns and Details

Sprint Performance Management & Analytics
1. Select a metric for which you wish to see a breakdown. Result: The Dashboard for the selected metric is displayed. Dashboards offer a combination of reports.

2. Click here for Breakdown or Details from the dashboard to open the actual reports.

Compass Data Presentation Dashboards display a combination of reports. Reports offer more options for analyzing the data.

Action Tab: Observation and Coaching Manager

Sprint Performance Management & Analytics
Access the Observation and Coaching Manager to view a history of your tasks, completed observations, coaching and discussions.

View Observations About Me

Access the Observation About Me to view a history of your completed observations sessions. Click one of the following to sort Observation sessions by: Date Observer Observer ID Type Behavior Opportunity/Strength Behavior Comments General Comments Link

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View My Coaching Log

Access the Coaching Log to view a history of your completed coaching sessions. Click one of the following to sort Observation sessions by: Date Coach Name Coach ID Coaching Type Behaviors Coached Minutes Coached Comments

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App

Appendix- New Vendor Fizzback: CSAT Top 2 Box Updates and Views in Compass

Overview - Compass Simplification Upgrades

Sprint Performance Management & Analytics
We heard you and as result, we are driving towards Compass Simplification for all users.

This is a necessary upgrade that will prepare us for the implementation of Compass 4.2 coming in 1Q 2014

Our Performance Management system that gives call center leaders the support they need to focus on behaviors that improve the Customer Experience! Whats in it for you? Our look is changing and so is our technology! Compass is FASTER Improved CSAT reporting from Fizzback

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Changes to Customer Feedback Technology

Sprint Performance Management & Analytics
Awesome new vendor called Fizzback Outstanding level of feedback from the customer Rapid return on agent data

Starting th October 5 A whole new way to get CSAT Data.

We have selected a new technology and vendor to help obtain better, faster, more actionable CSAT data: Text Message sent to the customer immediately after a call! Less time for the customer! Customers answer 2 Questions and a Verbatim Instant Agent Results: Survey given same day as specialist interaction
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CSAT through a Text Message! Brilliant.

Sprint Performance Management & Analytics
The full process includes possibly 4 texts Only 1 question sent at a time. Question 2 sent only after the customer answers the previous question Question 3 sent only after the customer answers the previous question. We send a thank you text!

Cost to the Customer? FREE Time it takes for customer to complete? Minutes Impact to Agent result? Awesome.
Always the 2nd Question How likely are you to recommend Boost (Brand specific) to a friend or family member on a scale of 5(very likely) to 1 (very unlikely)?

Intro Text Hi, this is Boost, (Brand specific). Well text you shortly regarding your call to (Brand Specific), please reply! (all survey texts are FREE, reply STOP to quit)
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Always the 1st Question How satisfied are you with the overall handling of your call by the last rep you spoke to, on a scale of 5 (very satisfied) to 1 (very dissatisfied)?

This Question Could Change from timeto-time To help us provide you with the best service, could you please tell us why you gave those ratings?

Where will I find this in Compass? When?

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Agents get Fizzback Data October 5th!

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CSAT Top 2 Box survey score provided by Fizzback vendor beginning 10-1-2013 When you log in the you can see your metrics on the splash page. If you navigate to a metric all you have to do is Click the Home Tab and you are back on the My Performance Page Compass will start to show agent data on 10-5-2013 Compass will still display the data as day minus 2 so, Monday s data will show early Wednesday Morning!

Where do I get my CSAT Top 2 Box results?

Sprint Performance Management & Analytics

CSAT Top 2 Box metric Breakdowns can be found in Compass On you My Performance page you will see the detail directly under the Overall Performance Report. Click here to view the Breakdown and view the report seen above. This will also include Willing to Recommend (WTR) metric. This data is fantastic and will allow you to more quickly to spot a trend in behavior and coach!

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Where do I get my Customer Feedback?

Sprint Performance Management & Analytics

Selecting the details (click here) can provide the scores and verbatim from the customer On your My Performance page you will see the detail directly under the Overall Performance Report. Click here to view the Details and view the report seen above. This will also include Willing to Recommend (WTR) metric. This data is fantastic and will allow you to get immediate feedback!

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