1. IBM CONFIDENTIAL
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MISSION:
• To improve personnel performance from RED to YELLOW & YELLOW to GREEN
• To increase the relationship metric (NES) and customer relation (CSAT) capabilities of the
participants
• To advance the skills of the participants, so as they would become positive contributors once they
return completely to their respective teams.
VISION:
• To have outliers perform independently and contribute positively to the team’s overall
performance
• To rank higher than St Lucia and Jamaica contact centers worldwide
TIMELINE:
• - 20 business days to advance the performance of the participants from the bottom performance
to mid or excellent. Approximately 60 hours
DIRECTIVE:
• The said program will act as a training course which will take up 4 hours of the agents’ shift for
purely training for the first 2 weeks, then lessening on the 3rd & 4th week to 3 hours.
• Participants who are unable to complete the course or fail to meet the required target of 68% for
NES and 93% for CSAT, will be given an extension of 1 week to reach said targets, if not incur a
PEP or an increased level to their pre-existing PEP level, all of which will be based on the
company guidelines and discretion of the TL.
PROJECT NAME:PROJECT NAME: Enhancement Training CourseEnhancement Training Course

2. IBM CONFIDENTIAL
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Limits on accountability of facilitator:
1. Participants will still be kept under their respective Team Lead’s myMint & PeopleSoft.
2. Team Leads will introduce the said program to the participants and sell the idea of enhancement or
development.
3. Facilitator will ask for help from the Team Leads for them to monitor at least 2-3 calls made by the
participants by the second week, to be able to get an objective analysis or view on the improvement
of the said participants based on how they used to do calls.
4. Team Leads to give constructive feedback to the facilitator which can further improve the project
and address any concerns not raised.
DELIVERABLES:
1. Submit or publish weekending improvement rate for Managers to be able to assess the progress of
the program.
2. Create daily log of issues or concerns raised by participants, topics discussed, topics which are still
unclear to the participants, and personal targets. (For facilitator’s personal use, available upon
request).
3. Present detailed results as to the improvement rate of the participants to management at the end of
the project timeline, for management to be able to assess as to the standing of the said participants.
OBJECTIVE:
• Create a structured program that will support and facilitate the accomplishment of the mission and
vision of the project.
• Determine and address issues of bottom performers affecting the two main metrics CSAT and NES.
• Address internal concerns of the agents which affect their motivation & give feedback once these
concerns have been raised to management.
• Attempt to address all the components which affect NES & CSAT.
• Establish and instill the need to focus and improve on the relationship metric.

3. IBM CONFIDENTIAL
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1. Mission, Vision, Objectives
2. Determine the Content
• Cause and Effect Analysis
– Components that affect CSAT and RCA
– Common factors: Cause and Effect Diagram
– Key Points to address (What they need to be trained on, what they think affects
their NES & RCA)
• Key Challenges and Strategy
3. Identify the Components of the Program (training subjects)
• Objective (Key Points)
• Content (Modules)
• Methodology (Calendar)
4. Timeline and Calendar
5. Group dynamics (Determine key factors affecting motivation and knowledge)
6. Quizzes
• Daily Pop-quiz (Learning checkpoint)
• Final assessment
7. Redundant Coaching (Retention of motivation & knowledge)
GAMEPLAN

4. IBM CONFIDENTIAL
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CAUSE and EFFECTCAUSE and EFFECT
AnalysisAnalysis

5. IBM CONFIDENTIAL
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Plotted schedule of activities (Per week):Plotted schedule of activities (Per week):
1. BUILDING RAPPORT W/ TEAM (Creating a trusting and motivated
group)
2. BUILDING KNOWLEDGE (Targeted towards improving base
knowledge on product and process)
3. BUILDING RETENTION (Enforcing skills learnt and ensuring
knowledge is kept and used at all times.
4. BUILDING CONFIDENCE (Allowing participants to apply all that
they have learned about what motivates them and all the knowledge
they have achieved from the product & process training.
Microsoft Office
Excel Worksheet

6. IBM CONFIDENTIAL
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Plotted schedule of activities (Per week):Plotted schedule of activities (Per week):
1. BUILDING RAPPORT W/ TEAM (Creating a trusting and motivated
group)
2. BUILDING KNOWLEDGE (Targeted towards improving base
knowledge on product and process)
3. BUILDING RETENTION (Enforcing skills learnt and ensuring
knowledge is kept and used at all times.
4. BUILDING CONFIDENCE (Allowing participants to apply all that
they have learned about what motivates them and all the knowledge
they have achieved from the product & process training.
Microsoft Office
Excel Worksheet