Management
Training & Development MOD2CASE
The person being looked at for this paper is a customer service agent that takes inbound phone calls from customers on a daily basis. This person is a teammate of mine with whom I work on a daily basis. Overall this person is a great customer service representative with one exception. Customers questions are supposed to be answered within a timely fashion so that they next inbound call can be answered and their issues addressed. The person in this evaluation tends to take too much time with one customer which then puts them behind in answering other calls.
Coaching Questions
What is the specific problem?
Too much time is being taken on each phone call to address and answer the customer's questions.
Does the team member know that the problem exists?
Yes, the team member knows that the problem exists as they have been coached in regards to this in the past.
Does the team member know the performance expectations?
Yes, the team member knows the performance expectations as they are given to them weekly in their weekly review.
4. Are there obstacles outside the team member's control that are affective his/her performance?
No, there are no obstacles outside the team member's control that are affecting their performance.
5. Do negative consequences follow good performance?
No, there are no negative consequences that follow good performance.
6. Do positive consequences follow good performance?
Yes, there are positive consequences that follow a good performance.
Coaching Analysis
The performance issue with this employee is definitely worth solving. Overall this employee is very good at their job. They provide excellent customer service they just take too long to do it in. The problem that needs to be addressed is the person's call handle time. The problem that appears to be taking place is that the customer service representative wants to solve every problem that the customer may have, not just the problem or issue that they are calling about. The best way to address this problem is to provide the person with some additional training in order to better educate on the correct process that should be being used (Brocato, 2003). The additional training should take a creative approach in order to assist this employee in remembering the correct process and utilizing it (Liebman, 1995).
Action Plan
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