kris.qin@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 7m 32s | — | GENERAL INQUIRY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |
Scores reflect 1 call reviewed. Overall score range: 1 – 4.
This Week's Coverage
Models Supported
Product model data not available for this week.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| GENERAL INQUIRY | 1 | 3.0 |
The single call involved a hardware-failure confirmation request. The average overall score of 3.0 reflects a missed opportunity to close this case effectively. Focus on collecting essential product details and initiating formal case resolution for similar inquiries next week.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
#### Protocol and Communication
The call suffered from very low protocol and communication scores (1.0 each), indicating missed opportunities to guide the customer through a clear, professional process.
Next step: Use structured communication frameworks (e.g., “I understand you need X; let me verify Y and then take these three steps”) to maintain control, set expectations, and avoid filler language.
#### Failure to Resolve Hardware-Failure Confirmation
The customer needed a hardware-failure confirmation email to proceed with a refund/replacement, but no resolution was provided. The agent suggested the customer call back later if the email was not received, leaving the issue unresolved.
Next step: When handling hardware-failure confirmation requests:
1. Verify the customer’s email address.
2. Resend the confirmation email immediately.
3. Document the action in HappyFox and confirm receipt with the customer.
4. If the email cannot be resent, escalate the case with clear next steps.
Next Week's Focus
- Practice structured communication: Begin calls with a brief acknowledgment, state the steps you’ll take, and confirm understanding at each transition point.
- Master the hardware-failure confirmation flow: Memorize the three-key process (verify, resend, document) and practice it in role-plays.
- Eliminate filler language: Replace “mm,” “wow,” and similar phrases with concise, professional acknowledgments (“I see,” “Understood,” “Let me check that for you”).
- Document every action: Ensure every customer-initiated request results in a HappyFox case or escalation note, even if you solve it immediately.
Technical Accuracy
Improvement
Agent failed to resend missing hardware-failure confirmation email despite direct customer request. No product details (model/serial) were collected, and no HappyFox case or escalation was initiated. Call ended with vague promises and no actionable next steps.
Coaching Moments
Improvement
The agent used excessive filler phrases (“wow, yes, wow,” “mm, mm”) that impaired clarity and professionalism, especially during critical moments like confirming the email timestamp and explaining next steps.
“[01:41] CHANNEL_RIGHT: Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait.”
Note: Replace filler language with concise, professional acknowledgments. This will improve perceived competence and customer confidence.
Escalation Lessons: What L2 Did
No escalations occurred this week.
Coach Appendix
Highest-signal weekly trend: The single call highlights a critical gap in handling hardware-failure confirmation requests — the agent neither rescued the missing email nor initiated a formal case, resulting in an abandoned status. Focus next week on the three-step verification/resend/documentation flow and eliminating filler language to rebuild protocol and communication scores.
Recurring pattern to watch: Low protocol and communication scores often stem from inadequate call framing, unclear next steps, and unprofessional language. Practice structured communication and document every action to prevent repeat occurrences.