kris.qin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 1 call reviewed. Overall score range: 3.00 (lowest) to 3.00 (highest).

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

The single call this week involved a GENERAL INQUIRY about a missing hardware-failure confirmation email. The average overall score of 3.00 reflects significant room for improvement in protocol and communication, particularly in handling warranty/return processes. Focus on collecting essential product details and ensuring clear operational closure.

What Went Well

No transcript highlights available for this week. The call summary indicates the agent acknowledged the customer’s issue and attempted to locate the email in the system, which is a positive starting point. However, core support functions (resending the email, collecting product details, creating a case) were not completed.

Growth Opportunities

#### 1. Protocol and Communication Adherence

The agent’s protocol and communication scores were both 1.00, indicating a need for stronger structure and clarity. The call ended with vague promises and no actionable next steps, leaving the customer stranded.

What good looks like:

• Resend the missing email immediately when a customer explicitly requests it.
• Collect essential product details (model, serial number) before discussing next steps.
• Create a formal HappyFox case or escalate when warranty/return eligibility is in question.
• Provide a clear timeline and ownership — e.g., “I will resend the MRO email now and follow up within 24 hours.”

Next step: Practice the “Confirm, Collect, Commit” framework for hardware-failure cases:

1. Confirm the customer’s request (“I will resend the MRO email now.”)

2. Collect model/serial/warranty details

3. Commit to a next step (“I’ll create a case and email you tracking details within the next hour.”)

#### 2. Operational Closure with Clear Next Steps

The operational closure status was marked abandoned_or_vague, with no resolution or follow-up plan provided.

What good looks like:

• Always document the outcome in HappyFox, even if the call ends in a callback.
• Offer a concrete next step — e.g., “Please call back after you receive the email, or I’ll follow up with you tomorrow at 2 PM.”
• Avoid filler phrases that impair professionalism (“wow, yes, wow”, “mm, mm”).

Next step: Use a closure script for warranty/return cases:

- “I’ve resent the MRO email. Please check your inbox and spam folder. If you don’t receive it within 15 minutes, I’ll follow up with you tomorrow at [time].”

Next Week's Focus

1. Practice the “Confirm, Collect, Commit” framework for any hardware-failure or warranty/return inquiry. Run through each step aloud before transitioning to the next.
2. Role-play operational closure with a peer: practice delivering a clear next step and documenting it in HappyFox.
3. Review the “Escalation Triggers” checklist — know when to create a case or escalate before the customer asks.
4. Eliminate filler phrases — replace “wow, yes, wow” with concise, professional acknowledgments (“Understood”, “I’ll take care of that”).

Technical Accuracy

Improvement

Agent failed to resend the 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 no clear next steps or ownership.

#PR00130372

Improvement

Operational closure status “abandoned_or_vague” with no resolution or follow-up plan provided. Agent used excessive filler phrases (“wow, yes, wow”, “mm, mm”), impairing professionalism.

#PR00130372

Coaching Moments

No additional coaching moments were logged beyond those covered in Technical Accuracy.

Escalation Lessons: What L2 Did

No escalated cases were recorded this week. The single call did not progress to escalation, but the abandoned_or_vague closure highlights a pattern where Level 1 did not initiate a formal case or collect essential details — both of which would typically trigger escalation for warranty/return issues.

Key L1 learning points for future cases:

1. Collect model/serial/warranty info before discussing next steps.
2. Resend the requested email immediately and confirm delivery.
3. Create a HappyFox case for any warranty/return eligibility verification.
4. Document a clear next step — callback time, follow-up email, or escalation trigger.

Coach Appendix

• Highest-signal trend: The sole call this week was a hardware-failure confirmation request that ended abandoned_or_vague due to missing product details, no email resend, and no case creation. Protocol and communication scores were at the lowest possible level (1.00), indicating a need for structured adherence to warranty/return workflows and clearer operational closure.
• Recurring pattern to monitor: Failure to collect essential product information and to document/resend critical emails in hardware-failure cases. This pattern directly leads to abandoned_or_vague closures and preventable escalations.
• Evidence summary: The call summary and scores confirm that core support functions (email resend, detail collection, case initiation) were not performed, despite the agent acknowledging the issue. Filler phrases further degraded professionalism and clarity.