deneive.luar@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the 43 calls reviewed this week. Overall scores ranged from 1.0 to 4.2.

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA7300 calls suggest a need for deeper familiarity with this model’s troubleshooting flows, especially around overheating and connectivity issues.

Problem Categories

Focus areas:

• Connectivity and Setup categories show room for improvement, particularly in providing clear next steps and self-help resources.
• Hardware issues (e.g., overheating adapters) need more structured diagnosis before recommending replacements.

What Went Well

Customer Information Collection

“All right, sir. So, since this is your first time, let me just create a quick record here, starting with your full name. I'm sorry, that's... Alright, thank you so much for that one, sir Paul. And how about your email address?”

#LTS00130717

The agent consistently gathered essential details (name, email, serial number) to create accurate support records.

Professional Tone and Empathy

“I'm sorry to hear about the issues that you're having right now. Um, just to um, reiterate, your concern, uh, your you have already called in your internet service provider and you were told that it's working fine from their end.”

#LTS00131248

Even when facing customer frustration, the agent maintained a respectful and empathetic tone, which helped de-escalate tension.

Growth Opportunities

Technical Accuracy and KB Adherence

“Did not perform basic troubleshooting for overheating (adapter inspection, ventilation check, known-good power supply test).”

#LTS00130717

What better looks like:

• Before recommending hardware replacement, always run standard diagnostics (e.g., inspect adapter for dust, verify ventilation, test with a known-good power supply).
• Reference KB articles for overheating troubleshooting steps and share them with the customer.

Protocol Compliance and Troubleshooting

“Failed to collect product model, serial number, and warranty status despite no indication these were pre-loaded in CRM.”

#LTS00130705

What better looks like:

• Systematically collect model, serial number, and warranty status at the start of every call.
• Use this data to guide troubleshooting, verify support eligibility, and personalize recommendations.

Next Week's Focus

1. Start every call with a quick model/serial/warranty check – even if you think the info is in the system, confirm it verbally to avoid missteps.
2. Run standard diagnostics before recommending replacements – for overheating, check adapter condition, ventilation, and power supply.
3. Share KB articles or self-help links – empower customers with actionable steps they can try independently.
4. Practice concise, clear next steps – avoid vague promises like “I’ll email you something”; specify what the email will contain and when they’ll receive it.

Technical Accuracy

Improvement

Incorrectly identified router model as '854000' (not a valid Linksys model) and falsely claimed no phone support is available for out-of-warranty devices.

#LTS00130717

Improvement

Provided materially incorrect technical advice: instructed customer to enter ISP username/password into the router, which is not applicable for standard DHCP connections.

#LTS00130705

Improvement

Provided invalid support URL (support.links.com) and misidentified router model (E2100 instead of E1200).

#GI00129420

Coaching Moments

Improvement

“I got your router with spectrum's uh spectrum's box and that's something their routers kept going out it kept on blowing up I mean every time like every time we had a hard rain all right well what do you need from me what do I need to do yes that's correct well yeah I think it's let me go here when when I go into my TV in my bedroom it keeps telling me not connected and I've done everything and so I figured I would uh uh uh give you guys a call that's it just says you know...”

#LTS00130717

The agent struggled to understand the customer’s issue and provided no actionable guidance. Focus on active listening and clear restatement of the problem before proceeding.

Improvement

“So you're having issues connecting your router to the internet? Okay. So let me just run some verification with you ma'am in order for me to understand the issue and gather some information about your linksys router. Okay? So just to confirm with you is this your first time calling linksys? [silence] Oh so you called in earlier today. Um let me just check if I can find any record of you here. Just bear with me. Mhm. Yeah.”

#LTS00130705

The agent failed to collect basic device details and provided incorrect technical advice. Prioritize gathering model, serial, and warranty info before troubleshooting.

Escalation Lessons: What L2 Did

No escalated cases were identified this week. All cases were resolved at Level 1 or closed with self-help guidance.

Coach Appendix

Weekly trend: The most common issues this week fell under CONNECTIVITY and SETUP, with a notable pattern of incomplete troubleshooting before recommending replacements or directing customers to external resources.

Key focus for next coaching:

• Reinforce the importance of collecting model/serial/warranty data at the start of every call.
• Emphasize standard diagnostic steps (e.g., power cycle, LED checks, basic connectivity tests) before suggesting hardware changes.
• Encourage sharing KB articles or self-help links to empower customers and reduce repeat contacts.

This Week's Calls

| #LTS00031564 | 2026-05-29 | 1.5