COACHING MANAGEMENT TOOLS Sample Clauses

COACHING MANAGEMENT TOOLS. Deloitte’s enhanced approach to coaching elevates what our supervisors accomplish on a day-to-day basis by providing technology that offers a second set of eyes. For example, within D2C2, we often deploy the Deloitte Live Virtual Coach (DLVC). DLVC is a robotic process automation that runs constantly to compare an agent’s status in the contact center platform to their pre-programmed schedule. When the virtual coach identifies a performance issue (such as an excessively long call duration), it triggers an alert that prompts immediate assistance and coaching by the supervisor. This tool is particularly useful to monitor tenured agents while supervisors focus to support and attention on any newly hired agents who may have joined theirteam. To improve responsiveness through strategic collaborations, automations, and advanced data analytics, we implement Advanced Insights and Reports (AIR) capabilities which allow us to deliver qualitative and quantitative quality management insights to enhance coaching opportunities. We implement AIR strategies through collaboration with all stakeholders and ongoing input by the state. By leveraging AIR, QM evaluators and agents no longer just focusingtheir efforts on the agent’s performance but also allows us to capture key trends from the perspective of the caller. In addition to our automated oversight protocols such as DLVC and AIR, we conduct regular coaching for agents. Consistent and effective coaching is a key component to agent engagementand growth. Our approach to coaching enables us to meet and exceed performance goals by basing our feedback on the scores, conducting corrective coaching in near real-time whenever possible and creating an atmosphere free of hostility and confrontations. Our team ensures coaching conversations include positive performance information as well as performance improvement opportunities. Our coaching plan includes: Weekly Supervisor-Agent Coaching Meeting • 30-minute sessions between agents and their supervisors covering agent performance outputs, including those related to WFM and QM • Scheduled during off-peak times where disruption to operations will be minimal Weekly Team Huddles • Team sessions focus on policy changes, group performance goals, and best practices • Scheduled during off-peak times where disruption to operations will be minimal Corrective Action Coaching • As needed, a supervisor can immediately pull an agent out of the operations environmentfor course corrections In add...
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