dennis.gamolo@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 |
|---|---|---|---|---|---|
| 2 | 8m 36s | MX4200 | GENERAL INQUIRY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |
Score range: lowest 3.00, highest 3.00 (based on 2 calls reviewed)
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX4200 | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |
Slowest models: MX4200 takes significantly longer than average (9m 54s vs. 8m 36s weekly average). The combined pattern shows excellent product knowledge (perfect accuracy) but needs protocol refinement (protocol score of 1.00) and communication improvements (2.00) to reduce handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 2 | 8m 36s | 3.00 | 5.00 | 1.50 | 2.50 |
No categories marked for drill-down this week.
Pattern insight: All calls fall under GENERAL INQUIRY with consistent scores. The protocol and communication scores are the primary drivers of the overall 3.00 rating. Focus on these areas could improve efficiency and customer experience.
Week-over-Week Movement
No prior-week comparison data available for this agent.
What Went Well
Polite and professional tone
Maintained courteous communication even when facing customer frustration. This helped de-escalate tense situations and kept conversations constructive.
"We apologize OK. Yeah, we apologize for the inconvenience, sir."
#GI00130703
Documentation collection
Successfully gathered required purchase documentation, demonstrating attention to detail and preparation for next steps.
"Okay, so that's the name of the company. Okay. Now, by any chance though, when you purchased it from them, did they give you like an actual receipt?"
#GI00130703
Setting concrete next steps
Provided a specific callback time to follow up, giving the customer clear expectations about when to expect resolution.
"Agent will review ticket and receipt, then call back tomorrow at 6:00 PM."
#GI00130703
Growth Opportunities
Protocol adherence
What went well: You correctly identified the MX4200 product and maintained polite tone.
What "good" looks like: Before discussing solutions, always collect critical identifiers like serial number and verify warranty status - these are non-negotiable steps for refund/RMA processing.
Next step: Add serial number and warranty verification to your opening checklist for all refund-related inquiries.
"Failed to collect serial number despite its necessity for warranty and refund processing."
#GI00130703
Follow-up reliability
What went well: You acknowledged the need for follow-up and offered to schedule an appointment.
What "good" looks like: Always capture all customer contact details (email, phone) during the call and confirm next steps with the customer before ending. Create a reliable communication path rather than depending on unspecified prior emails.
Next step: Implement a standard closing script that confirms email address, sets specific callback dates/times, and documents all next steps in the ticket.
"Failed to capture the customer's email address for follow-up, risking loss of contact."
#GI00130703
Next Week's Focus
- Start every refund/inquiry call with a 3-step opening: 1) Confirm product model, 2) Request serial number, 3) Verify warranty status.
- Capture contact details systematically: Ask for and confirm email address and preferred phone number before discussing next steps.
- Use closing scripts: Develop a standard closing phrase that confirms next steps, timeline, and contact information.
- Reduce filler words: Practice concise communication to maintain call control and efficiency.
Technical Accuracy
Improvement
Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility.
"Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility (Call 1)."
#GI00130703
Improvement
Failed to capture the customer's email address for follow-up, creating dependency on an unconfirmed prior email thread.
"Failed to capture the customer's email address for follow-up, creating dependency on an unconfirmed prior email thread (Call 2)."
#GI00130703
Coaching Moments
Strength
Polite and apologetic tone throughout the call, acknowledging missed callback time.
"Yes, hello, good day. Um, hello. Uh yes, hello, can you hear me okay? Um, yeah, hello, sir, good day. Um actually this is Mark from LincSys. Um I apologize, I wasn't able to, uh, yeah, apologize that I wasn't able to call you back at 6:00 p.m. sharp, but, um, hoping thank you, thank you."
#GI00130703
Improvement
Inefficient handling with unnecessary filler words and long silences, reducing call control.
"Um actually I just really wanted to uh verify a few things because, um, you kn...\n[00:00] CHANNEL_RIGHT: hello hello hello yes Pavel here hello Mark No worries,I'm good. Sure. Yeah. Do you have any Polish office that I cannot reach to.My"
#GI00130703
Escalation Lessons: What L2 Did
No escalation cases were processed this week. All cases were resolved at Level 1 or documented for follow-up.
Coach Appendix
Highest-signal weekly trend: This week demonstrates strong product identification and polite customer engagement, but protocol gaps in critical identifier collection (serial number, warranty status) and unreliable follow-up processes created operational risk. The primary focus for next week should be implementing systematic data collection at the start of calls and confirming all contact details before closing, particularly for refund/inquiry cases involving MX4200 and other products.
Key pattern to address: The agent excels at maintaining professional tone but needs to build more structured processes for gathering essential information and establishing reliable communication paths. This will reduce rework and improve first-call resolution rates for refund and documentation requests.