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Version 1. Date: 15.04.2014.
Self- Study Instructions
The PEP Process defines the agents performance monitoring process against
Sykes and Account Specific expectations.
Do you know what the expectations are in your account for the 3
performance categories (Quality, Productivity, and Schedule Adherence)?
Do you know what the quality monitoring process is?
Below you have the sources to find the answers for the Learning Journal
questions.
1. MTC (Management Training Curricula) can help you complete this
Learning Journal. Complete the following online MTC in SUL (Sykes You
(Sykes Learn: https://learn.talentsprout.com )
o MTC Call Centre Basics
o MTC Metric 101
2. Meet your Account Manager/Line Manager during the next few days and
discuss the following questions.
3. You might also contact supporting departments (for example: OMD or
Site Quality) or your fellow TL/QA for further support.
Use this journal to take notes (all questions should be answered, if not specified
otherwise) that will enable you to recall all the important information. You will
need these during the next classroom training session, called Delivering
Effective Feedback.
You need to upload the completed Learning Journal to the PEPv2 SharePoint
using the following hyperlink by the deadline stated in your PEPv2 Roadmap:
Completed PEPv2 Learning Journals
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You can upload your completed Learning Journal to the SharePoint site by following the
steps below:
1. Select the library of your site (e.g. Learning_Journals_CAI)
2. Click on Upload > Upload Document
3. Browse your document. Always un-tick the Overwrite existing files option!
Click OK.
4. During the upload it is required to complete the fields marked with red asterisk.
For the Name, please make sure that you edit it in the below format (it
should contain your full name (Firstname_Lastname).
You can leave the Title field empty. Select your Line Manager as Approver of
your Learning Journal by following the steps in the below picture.
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Glossary Activity:
Before starting your learning please complete the Glossary of this document.
What do these abbreviations stand for?
You can contact your Account Manager/Line Manager for help or refer to the
online MTC courses in SUL.
*Use the empty slots in the table to note down any other abbreviations your account is
using.
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Section 1
Quantitative Indicators
Seek support from your Account Manager/Line Manager to find out more about
the following:
What are the 5 most common AUX codes that your account uses?
SPP (AUX Prod), Break, Team Meeting, Pep Session, Billiable training
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Check the meaning of the following indicators; write down if your account has a
target for any of these.
Seek support from your Account Manager/Line Manager or from the OMD
department.
Outbound-Inbound Ratio:
Target: N/A
AUX time:
Target: N/A
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ACW / ACD Time Ratio :
Target: N/A
Hold Time:
Target: N/A
Check out what other important indicators are measured in your team? Here are
some examples:
FCR,
Work Order Accuracy
NPS
Others, e.g. Technical ability
N/A
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Qualitative Indicators
To find out how the quality assurance process works in your account seek
support from your Account Manager/Line Manager or your Accounts Quality
Manager alternatively the Site Quality department for the below questions.
What different types of transactions are monitored from quality
perspective (for example written contact, call, CRM logging, work order
sheet)?
Written Contact, SPP List, Memo Check
What kind of monitoring methods can be used? Please list one advantage
and one disadvantage for each.
SPP List Check, Documents Check, Memo Check Advantage: we can find
the errors before they land in the Error Tool; Disadvantage: Some of the
errors cant be corrected in time.
How is the quality score calculated in your team? What are the criteria
groups and what are their weights in the total score?
Number of errors * 100/
Number of Service changes
handled.
List the Fatal Errors/Major Errors or with other name Critical Errors your
team has in the monitoring form(s).
Red Cases
What other Quality metric(s) do you use in your account (e.g. CSAT, CSS,
and NPS)?
N/A
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How do you measure them and what are the targets?
N/A
Section 2
The tools and platforms where you have historical performance data
stored and collected
http://src.emea.sykes.com , Filezilla Tool
Reports received from the Client that show Quality Performance Data
N/A
Other?
N/A
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Section 3
Other Processes
There are several processes connected to the PEP process, which are part of
your day to day activities (e.g. monthly bonus, disciplinary process).
In order to identify how these work in your account please contact your Account
Manager/Line Manager or Site Quality department, and answer the below
questions.
Where can you find the most up to date process descriptions valid for
your account?
Rocljfil002-Unitymedia-Management-Finance
Are there any performance related requirement differences for New Hires
and experienced Agents?
New hires should reach in 3 weeks 50% from our productivity
target, and in 2 months 75%.
Please list and explain the disciplinary process steps that are applicable
for your Account:
1. Negative feedback where we explain the warning process.
2. Verbal Warning
3. Written Warning 1
4. Written Warning 2
What bonus system do you have for your Agents in your Account? What is
your responsibility in this process?
Bonus System per 3 months based on the productivity targets and
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quality results my responsibility is to check each agents results and
decide if they get the bonus or not.
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Section 4
Ask for advice from your Account Manager/Line Manager about whom to
observe. Arrange a meeting with that experienced fellow leader. Check with all
parties of the coaching session if they feel comfortable with being observed.
How did the Mentor/QA score the transactions on the monitoring form?
What are the behaviours he/she observed in the agents performance?
Negative behavior and positive behavior. What did the agent do to reach /
not reach the targets.
Make sure you understand the meaning of all the criteria in the
monitoring form. Discuss any criteria you are not clear on.
I understand all criteria
What were the agents previous results and what progress has been made
since the last session?
In the previous feedback the agent had a low quality performance (1,28% ,
target = under 0,5%) . Last week he increased his results and reached 0,8%.
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How does the Mentor/QA prepare for the feedback? What feedback
strategy is he/she planning to use?
Show last week results and talk about positive and negative behavior.
Body language
Confident, friendly yet firm
Agreement on a solution
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Finding a solution based on the requirements and needs of the Agent
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