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Weekly Follow Up Coaching

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Weekly Follow Up Coaching

  1. 1. Weekly Follow Up Coaching Date: CSR: Coach: Heather Narvaez Quality Average and Call Time: Date QM Handle Time Previous MTD Goals: Bronze Silver Gold 7:00 6:30 6:00 96% 97% 98% Attendance Review: Total Points: Bronze Silver Gold 4.75-6 3-4.5 <3 *Please note that your attendance is available for you to view in your Paycor and is your responsibilityto keep track of. You have 2 days after an error occursto make management aware. Discipline Review: Current Disciplinary Level: Levels of Corrective Action 7 Points = Verbal Warning 9 Points = Written Warning 11 Points = Final Warning 12 Points = Termination Schedule Adherence: Personal Time: Bronze Silver Gold 14:00-11:01 11:00-9:01 9:00 or less 97% 97.5% 98% Definition: adherence to your scheduled breaksand lunch times while accruing a per day average personal time usage over the month as defined above for an 8 hour work day.
  2. 2. Email Opportunities: Date Opportunity Individual Quality Scores: Call Score Trip Deduction 1 2 3 4 5 6 7 8 9 10 Areas of Focus: 1. 2. 3. Weekly Smart Goals: 1. 2. 3. Call Review: Call ID: Positive: Trip #: Missed: Call Description: CSR ________________________________________ Date ____________ Coach ______________________________________ Date ____________

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