Teleperformance

Closed Loop Coaching with CCMS (Supervisors)

Closed Loop Coaching using CCMS

Introduction

Why coaching is so important to our business!

Teleperformance is the world-wide leader in Call Center Management and is renown for emphasis on Coaching and Quality Our Clients deserve and expect the highest Quality of Service from our management staff and representatives Teleperformance is the only Outsourcing company to offer the TOPS model with 80% of our time dedicated to Coaching and Monitoring With effective Quality Coaching we are giving our agents the tools they need to excel and provide world class service to our customers Our Leadership model is to grow from the ground up, when we develop strong agents, we are developing strong future leadership

Coaching an Evaluation in CCMS

Closed Loop Coaching Process

QA Team (Call Monitoring)

Reports / Trending & Analysis

CCMS (Monitor Database) Agent Submits: Electronic Coaching Acknowledgement

Assistant Call Center Manager (ACCM)

Evaluations / Feedback Supervisor Submits: Coaching Feedback into CCMS

Agent

DPA & Coaching Plans (TOPS)

Supervisor / Coach

Supervisor Conducts: Coaching Feedback Role Plays

Coaching an Evaluation in CCMS

Notification of Monitor Completion

Supervisors should automatically receive an email notification1 for any evaluation that is submitted on an agent assigned to them in CCMS Supervisors should regularly check the CCMS QA reports for new evaluations in case notifications are not received

1. Note that the notification only goes to the manager assigned to that agent in CCMS; the manager must have a working email address in their CCMS profile in order to receive the notification

Coaching an Evaluation in CCMS

Checking for New Evaluations

1. From the CCMS home page, click on Monitoring Report Suite, then select Manager Summary from Summary reports 2. Check to ensure that the correct Target Program, Location, Client, and Date Range is Selected on the report (note that by default CCMS runs reports week-to-date)

Coaching an Evaluation in CCMS

Checking for New Evaluations

1. After running the Manager Summary report, Select the Number in Total Not Coached next to your name (or other manager name) under the Manager Coaching Summary

Coaching an Evaluation in CCMS

Coaching the Evaluation

1. Upon clicking on the number not coached under the manager summary, a new window will appear with the employee summary; this report shows employees for the team selected that have monitors that need coached under employee detail 2. To coach a monitor, simply click the monitor Ident in the column to the left of the Employee Ident; a new window will appear with the evaluation ready to coach!

Coaching an Evaluation in CCMS

Coaching the Evaluation

1. Click the Coach button on the monitor form to initiate the coaching; a box will appear where Strengths and Opportunities should be entered; click submit when complete

Coaching an Evaluation in CCMS

Closed Loop / Acknowledgement

Have agent sign into their CCMS Have the Agent access their monitors from the home page under New Monitors

Coaching an Evaluation in CCMS

Closed Loop / Acknowledgement

1. Have the agent select Ident for the monitor

2. Review coaching notes with the agent 3. Have agent Acknowledge monitor

Summary
CCMS Coaching Summary
Remember it is important to coach and follow the closed loop process using CCMS to drive agent development through accountability Use CCMS to efficiently and effectively manage your team Always check for new monitors and prioritize feedback through TOPS; our goal is to coach all monitors during the same shift the monitor is received

Thank You for your Participation!

We would love to hear your feedback! Please submit any feedback to your direct supervisor or manager.