COACHING

Hi Lei.

Good day!

Please sample coaching log below. Thank you!

Hi Richard,

Please reply with your acknowledgement.

9/10/2024

Coach: Michelle Anne Piliin

Coaching week:

Session ID

Coached: Villegas, Richard

Session Closeout Date: 9/10/24

Trigger : Performance Review

LOBs: Transurban US -Voice

Trigger Description:

Coaching related to a comprehensive employee review. Usually review of performance, attendance, quality ,etc.

What needs to be Improved:

Active Listening Agent unable to register information provided by the customer. Call Control Verbal Collision. Info Accuracy and Completeness Agent missed to provide complete information that are required in their resolution. Resolution Agent provided an incomplete resolution. Hold Procedure Agent did not follow proper hold procedure. Documentation Agent did not follow notation template. Action Plan:

Villegas close loop coaching - 03:53 09/10/24

Attention Needed | Close Loop Alert | Villegas, Richard

As part of our Close Loop initiative, kindly prioritize coaching for the above agent due to opportunities observed while conducting BAU Audit.

 Active Listening - Agent unable to register information provided by the customer.

• Action Plan - probing, can you please spell out your 1st and last name/ Listen actively to customer concern

 Call Control -Verbal Collision.

• Action Plan - Say sorry and let customer finish statement

 Info Accuracy and Completeness - Agent missed to provide complete information that are required in their resolution. Customer mentioned they are calling to check if they have outstanding toll, however, on his reassurance statement, agent said that he will be checking customer's transponder status. Agent was unable to register customer's exact concern.

• Action Plan - Ask customer to repeat information if unclear

 Resolution - Agent provided an incomplete resolution. Customer could have advised or refer customer to NCC since they mentioned that they keep on receiving call from NCC.

• Action Plan - Probing and asking further question to clarify concern

 Hold Procedure -Agent did not follow proper hold procedure - put customer on hold for only 2 minutes

 Documentation -Agent did not follow notation template. Will ensure not to edit/put notes inside the unverified account

Cases Reviewed:

AWS ID: a0652743-7649-4896-a75d-d2f341d5635c

Transaction Date: 09/10 02:05:26 PM EST

Audit ID: 21559484

QA Score: 80.94%

Next coaching - 09/18/24 ++++++++++++++++++++++++++++++++++++++++