Improving call handle time for a customer service agent

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.

Action Plan

It is important that effective feedback is given during the learning and development process in order for people to reach their full potentials (Redford, 2006). The plan for this employee will be to have them attend a training session on how to effectively manage call handle time. After the training session they will meet with their team lead in order to discuss any issues or questions that they might have at that point in time. After this session the employee will job shadow a veteran customer service representative in order to gain insight on the correct process. Once this is complete the employee will again start taking phone calls. The employees manager will monitor these phone calls and them provide them will appropriate feedback. The employee will be monitored over a three-month period and evaluated again for improvement or a new action plan.