Customer Success Manager
Scenario 1: it’s Monday morning and these are your top and bottom performers based on the key metrics for the last 7 days.
|
Scorecard (7 day rolling average) |
Net promoter score |
Resolution time (hours) |
Number of tickets closed |
Internal quality score |
|
Agent 1 |
100 |
74 |
38 |
90% |
|
Agent 2 |
50 |
276 |
52 |
98% |
|
Agent 3 |
100 |
235 |
14 |
93% |
|
Agent 4 |
-33 |
1473 |
44 |
89% |
|
Agent 5 |
20 |
244 |
26 |
95% |
|
Agent 6 |
60 |
168 |
10 |
100% |
Questions:
- What coaching would you give to each of agents 4, 5 and 6?
- What goal would you set for each one to achieve by end of week?
- Agent 4 improves rapidly, thanks to your coaching, but agents 5 and 6 don’t. Which of the two do you let go?
- What is the most likely cause for the bad NPS that agent 4 received? How could this be avoided in future?
- Which of the 3 top performers (agents 1, 2 and 3) do you announce as team hero of the week and why?
- What is one thing you can do today to address the discrepancy between NPS and Quality for agent 4?
- What is one thing you can do today to balance the volume in your team?
