Learning Journal

PEP v2 - Level 2 Certification

Coaching for Success - 2

Mid - Course Work

Coaching for Success - 1

PEP v2 Level 1 Certification

Delivering Effective Feedback

Learning Journal Activities

Version 1. Date: 15. 04.2014.

Content

Self- Study Instructions ............................................................................................................................. 3

Glossary Activity:........................................................................................................................................... 4
Section 1........................................................................................................................................................ 6
Quantitative Indicators ............................................................................................................................. 6
Case Handling and Timing ......................................................................................................................... 7
Qualitative Indicators................................................................................................................................ 9
Section 2...................................................................................................................................................... 10
Sources of Data and Documentation ...................................................................................................... 10
Section 3...................................................................................................................................................... 11
Other Processes ...................................................................................................................................... 11
Section 4...................................................................................................................................................... 13
PEP Feedback session observation ......................................................................................................... 13
Preparation and discussion ................................................................................................................. 13
Feedback Session Observation ........................................................................................................... 14

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Self- Study Instructions

Welcome to the PEP v2 Learning Journal!

The Global EMEA L&D team created this self-study material to lead you through
the on-the-job learning journey in the next 3 weeks. During this period you
will gain all necessary account specific knowledge, which you will require to
perform your PEP tasks.

The PEP Process defines the agents performance monitoring process against
Sykes and Account Specific expectations.
Do you know what the expectations are in your account for the 3
performance categories (Quality, Productivity, and Schedule Adherence)?
Do you know what the quality monitoring process is?

Below you have the sources to find the answers for the Learning Journal
questions.
1. MTC (Management Training Curricula) can help you complete this
Learning Journal. Complete the following online MTC in SUL (Sykes You
(Sykes Learn: https://learn.talentsprout.com )
o MTC Call Centre Basics
o MTC Metric 101
2. Meet your Account Manager/Line Manager during the next few days and
discuss the following questions.
3. You might also contact supporting departments (for example: OMD or
Site Quality) or your fellow TL/QA for further support.

Use this journal to take notes (all questions should be answered, if not specified
otherwise) that will enable you to recall all the important information. You will
need these during the next classroom training session, called Delivering
Effective Feedback.

You need to upload the completed Learning Journal to the PEPv2 SharePoint
using the following hyperlink by the deadline stated in your PEPv2 Roadmap:
Completed PEPv2 Learning Journals

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You can upload your completed Learning Journal to the SharePoint site by following the
steps below:
1. Select the library of your site (e.g. Learning_Journals_CAI)
2. Click on Upload > Upload Document

3. Browse your document. Always un-tick the Overwrite existing files option!
Click OK.

4. During the upload it is required to complete the fields marked with red asterisk.
For the Name, please make sure that you edit it in the below format (it
should contain your full name (Firstname_Lastname).

You can leave the Title field empty. Select your Line Manager as Approver of
your Learning Journal by following the steps in the below picture.

5. If all required fields are filled in, click on the OK button.

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Glossary Activity:

Before starting your learning please complete the Glossary of this document.
What do these abbreviations stand for?
You can contact your Account Manager/Line Manager for help or refer to the
online MTC courses in SUL.

PEP Performance Empowerment Program

OMD Operations Management Department
CRM Customer Relationship Management
AHT Average Handle Time (Average Talk Time + Average Call Work
+ Average Hold Time)
ACW After Call Work
AUX Auxiliary (time)
CSAT/CSS/NPS Customer Satisfaction Scores / Net Promoter Score
SL/SLA Service Level / Service Level Agreement
FCR First Call Resolution

*Use the empty slots in the table to note down any other abbreviations your account is
using.

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Section 1

Quantitative Indicators

Seek support from your Account Manager/Line Manager to find out more about
the following:

What is the Service Level (SL/SLA) target in your account/team?

SPP /24/h/100% DMS/16/h/100% Memo/ 13/h /100%

What is measured under Productivity in your team? How is Productivity

calculated?
Productivity: Cases/h; Quality under 0,5%

What is the target for each Productivity component?

SPP: 24/h; DMS: 16/h; Memo: 13/h;

What other Telephony Performance Data is important to be reviewed

regularly in your account?
N/A

Make sure you understand how the Schedule Adherence percentage is

calculated. Please summarize the rules for calculating Schedule
Adherence in your Account.

98% Total work time - break

What are the 5 most common AUX codes that your account uses?

SPP (AUX Prod), Break, Team Meeting, Pep Session, Billiable training

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Check the meaning of the following indicators; write down if your account has a
target for any of these.
Seek support from your Account Manager/Line Manager or from the OMD
department.

Case Handling and Timing

* In case your account is not using Avaya telephony system, indicate the equivalent metric used in your
account

Answered / Offered Ratio:

Target: N/A

Calls Transferred Total:

Target: N/A

Outbound-Inbound Ratio:
Target: N/A

CRM Logging Rate:

Target: N/A

Logged In Time (in minutes) :

Target: N/A

Available Time (in minutes) :

Target: N/A

ACD Time Total (in minutes):

Target: N/A

ACD Time / Logged In Time Ratio:

Target: N/A

Average ACD Time (weekly average, in minutes):

Target: N/A

AUX time:
Target: N/A

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 ACW / ACD Time Ratio :
Target: N/A

Hold Time:
Target: N/A

Outbound Calls Talk Time (in minutes):

Target: N/A

Non-telephony support lines use different performance indicators; trainees

from these groups should discuss these indicators with their Account Manager.

Email Average Response Time

Target: 24h

Emails per Hour

Target: 16/h

Chat Average Handle Time

Target: N/A

Chat Average Response Time

Target: N/A

Check out what other important indicators are measured in your team? Here are
some examples:
FCR,
Work Order Accuracy
NPS
Others, e.g. Technical ability

N/A

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Qualitative Indicators

To find out how the quality assurance process works in your account seek
support from your Account Manager/Line Manager or your Accounts Quality
Manager alternatively the Site Quality department for the below questions.
What different types of transactions are monitored from quality
perspective (for example written contact, call, CRM logging, work order
sheet)?
Written Contact, SPP List, Memo Check

What kind of monitoring methods can be used? Please list one advantage
and one disadvantage for each.
SPP List Check, Documents Check, Memo Check Advantage: we can find
the errors before they land in the Error Tool; Disadvantage: Some of the
errors cant be corrected in time.

How is the quality score calculated in your team? What are the criteria
groups and what are their weights in the total score?
Number of errors * 100/
Number of Service changes
handled.

List the Fatal Errors/Major Errors or with other name Critical Errors your
team has in the monitoring form(s).
Red Cases

What other Quality metric(s) do you use in your account (e.g. CSAT, CSS,
and NPS)?
N/A

Define the used Quality metric(s):

N/A

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 How do you measure them and what are the targets?
N/A

Section 2

Sources of Data and Documentation

Ask your Account Manager/Line Manager to show you the following.

Take notes, save the links and paths of the reports, documents and systems!
Check your access rights and the local process to request these.

The call recording system

N/A

The place where quality monitoring forms are saved

Unitymedia Server rocljfil002-Unitymedia-QualityFAP

The tools and platforms where you have historical performance data
stored and collected
http://src.emea.sykes.com , Filezilla Tool

Reports received from the Client that show Quality Performance Data
N/A

Other?
N/A

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Section 3

Other Processes

There are several processes connected to the PEP process, which are part of
your day to day activities (e.g. monthly bonus, disciplinary process).
In order to identify how these work in your account please contact your Account
Manager/Line Manager or Site Quality department, and answer the below
questions.

Where can you find the most up to date process descriptions valid for
your account?
Rocljfil002-Unitymedia-Management-Finance

Which process(es) should be applied for New Hires?

Handshake procedure

Are there any performance related requirement differences for New Hires
and experienced Agents?
New hires should reach in 3 weeks 50% from our productivity
target, and in 2 months 75%.

Please list and explain the disciplinary process steps that are applicable
for your Account:
1. Negative feedback where we explain the warning process.

2. Verbal Warning

3. Written Warning 1

4. Written Warning 2

What bonus system do you have for your Agents in your Account? What is
your responsibility in this process?
Bonus System per 3 months based on the productivity targets and

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quality results my responsibility is to check each agents results and
decide if they get the bonus or not.

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Section 4

PEP - Quality (Transaction Monitoring) Feedback Session Observation

Ask for advice from your Account Manager/Line Manager about whom to
observe. Arrange a meeting with that experienced fellow leader. Check with all
parties of the coaching session if they feel comfortable with being observed.

Take detailed notes about what you heard and saw.

Preparation and discussion

Discuss the following prior to the session with the person conducting the PEP -
Quality session:
What are the results the Mentor/QA will give feedback about?
QA: based on the quality results, the QA should provide feedbacks; refresh
trainings, shadowing, side by side, development plans and coaching.

How did the Mentor/QA score the transactions on the monitoring form?
What are the behaviours he/she observed in the agents performance?
Negative behavior and positive behavior. What did the agent do to reach /
not reach the targets.

Make sure you understand the meaning of all the criteria in the
monitoring form. Discuss any criteria you are not clear on.
I understand all criteria

What were the agents previous results and what progress has been made
since the last session?
In the previous feedback the agent had a low quality performance (1,28% ,
target = under 0,5%) . Last week he increased his results and reached 0,8%.

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 How does the Mentor/QA prepare for the feedback? What feedback
strategy is he/she planning to use?

Explain the strategy to the agent

Show the trend based on 4 weeks data

Follow up last Action Plan

Show last week results and talk about positive and negative behavior.

Explain the impact of his/her results (team, client etc)

Establish the Action Plan for next week

Follow up the action plan

Feedback Session Observation

Use the following points to record your observations:

Structure of the feedback

SMART

Questioning technique and active listening

Paraphrasing, asking for the agents opinion

Body language
Confident, friendly yet firm

Involvement of the receiver of the feedback

Engagement and Willingness

Agreement on a solution

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Finding a solution based on the requirements and needs of the Agent

Your overall impression of the effectiveness/ success of the PEP - Quality

feedback session?
The feedback was professional and confidently delivered and the Agent was
active involved in the discussion and Action Plan development. Overall, it
was a clean and successful feedback.

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