COE BI-WEEKKLY GROUP SECT 3

What is the sole purpose of Monthly Performance Coaching?

• To review your performance every month and trending of previous months based on the elements highlighted in your Individual KPIs and Other Performance Measures.

• To review your monthly performance for your Quality evaluation covering areas of Action, Impact and Do.

• To review behavioural issues, customer complaints and etc which requires immediate action.

• All of the above.

What is the definition/target of ACR (Abandon call rate) in Global's KPI?

• 1.5% calls abandoned after 10 secs

• 1% calls abandoned after 10 secs

• 1% calls abandoned before 10 secs

• 0.1% calls abandoned after 10 secs

If a CSA keep silent for more than 30 secs, which element did the CSA failed to score in Quality Monitoring?

• Process

• Polite

• Knowledge

• Helpful

What is the contingency plan if the wallboard is down?

• Web-wallboard and escalate to IT

• Supervisors will monitor via Real Time Performance

• ESS wallboard need to be switched on

• Supervisor in charge for FM will update via Skype

Our day GOS is at 91% and have high absenteeism, which of the following action will be done?

I.            FM will cancel meeting, training and coaching.

II.           Real time monitoring by FM. (monitor AUX, ACW& AHT)

III.          Supervisor will log in and answer call.

IV.         Automatically overflow call to reserve group.

 

• I, II & III only.

• I & II only.

• I, II & IV only.

• All above.

 SMART incentive systems based on performance set by management. Performance sets are within the advisor's control.

• True

• False

Which of the following AUX is used during COE Audit?

• AUX Coaching

• AUX Unplanned

• AUX Other Work

• AUX Meeting

On the wallboard, what does the GOS % in bracket represent?

• GOS % by day

• GOS % by interval

Please select the mechanics for (QIP) under Individual only.

• GOS (Grade of Service), Quality Monitoring (QM), Adherence

• Quality Monitoring (QM), Adherence, Skill verification

• ACR (Abandon Call Rate), Productivity performance, Skill verification

• Adherence, Upselling, Quality Monitoring (QM)

What are the types of coaching that we have in place?

• Quality Coaching, Performance Coaching, Ad-hoc Coaching.

• Quality Coaching, Performance Coaching.

• Remote and Side by Side Coaching.