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2. Determining the Metric
2. Determining the Metric
After understanding each of our metrics, it is important to know the severity level that each of them hold in order of importance:
After understanding each of our metrics, it is important to know the severity level that each of them hold in order of importance:
1st Priority: Customer Experience- NPS, CLS, resolution rate, etc.
1st Priority: Customer Experience- NPS, CLS, resolution rate, etc.
2nd Priority: Efficiency- SPD, AHT, Re-Open Rate, Escalation Rate, TO, THT
2nd Priority: Efficiency- SPD, AHT, Re-Open Rate, Escalation Rate, TO, THT
3rd Priority: Money- ERT, Decision Accuracy
3rd Priority: Money- ERT, Decision Accuracy
Locating Support Ambassador Metrics in Tableau
Locating Support Ambassador Metrics in Tableau
The follow steps will walk you through locating Support Ambassador metrics within Tableau.
- Log in with your username and password
- Click on the tile that says “Tableau”
- In the search bar in the upper right, type in “Team View”
- Select the appropriate filters in the “Filter” section
Note: Be sure to look at the “Last Update” in the upper left to ensure that it has been updated for the timeframe you are looking at.
Note: Be sure to look at the “Last Update” in the upper left to ensure that it has been updated for the timeframe you are looking at.
6. In order to drill down into a specific Support Ambassador's trending performance:
6. In order to drill down into a specific Support Ambassador's trending performance:
- Click on the Support Ambassador's name
- In the box that appears, click 'Go to Agent Dashboard'
This will then open up a page similar to what you've seen with the 'Team Performance View', but for a Specialist:
This will then open up a page similar to what you've seen with the 'Team Performance View', but for a Specialist:
3. Determining the Behaviors
Priority One: Customer Experience
Priority One: Customer Experience
Once the metric has been identified, you must next begin your research to determine the most impactful behavior impacting that metric. Remember, we do not coach to numbers, we coach to behaviors. Here are a few things to dig into to determine the most impactful behavior:
Once the metric has been identified, you must next begin your research to determine the most impactful behavior impacting that metric. Remember, we do not coach to numbers, we coach to behaviors. Here are a few things to dig into to determine the most impactful behavior:
- Detractor calls: The easiest way for a Team Manager to keep track is by creating their own detractor analysis chart that goes over main behaviors. This way, you can track to trends to help you determine the most impactful behavior. Below is an example:
A lot of time you may find multiple behaviors.
- Passive Calls: Be aware of passive surveys if your team is driving in a large amount - just as we can improve detractors, we can also improve passives
- Call Listening: If you can’t find what you need from listening to detractors, listen to other recorded calls. When listening to calls, you may come up with multiple behaviors. You'll need to determine which to key in on. In this case, trying using a decision matrix like you see to the right
- Review Open/Pending/Solved Cases: Dig into your Support Ambassadors tickets to see any ticket behaviors they may be exhibiting that is cause; delays in resolution, using the correct channel to communicate, etc..
- Team Coordinator: Connect with your Team Coordinator to ask about trends they are seeing from a specific Support Ambassador to help your analysis.
- Read customer verbatim: What are our customers saying? If you don’t agree with the feedback, try to determine what gave the customer that impression getting off the phone
- Engage Quality Team: Connect with your Quality team to help with call listening from a quality perspective
Determining the Most Impactful Behavior
Most of the time, you will come across multiple behaviors throughout your research above. In this case, you can utilize a chart like the one shown to the right to help you determine which one is going to be the Most Impactful Behavior.
Remember: We only want to focus on one behavior at a time. Coming onto a coaching with multiple behaviors is going to overwhelm the employee; which will cause delayed or no progress.
Based on the chart, you would want to focus on the bottom right quadrant as this will help you gain the most improvement in the shortest amount of time.
Coaching Roadmap
Coaching Roadmap
Once you have been able to determined the most impactful behavior impacting the Customer Experience, you will want to start working on your Coaching Roadmap which we will discuss below. This guide can help guide you through your initial sessions. Having a guide to use as a crutch for you will help this become muscle memory as time goes on. Like everything else in this resource, you're encouraged to find what works best for you.
Below is an example of a completed Roadmap. For the preparation process, you will want to complete the following sections:
Successes/improvements since last coaching
Observable Behavior
Opening Statement
Probing for Understanding
Supporting Documentation
Probing for Root Cause
Activity
The remainder would be completed while in the coaching sessions and you need the Support Ambassadors feedback.
The Google Slide show below walks you through the entire process of preparing for a Support Ambassador Coaching Session.
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