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 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 9m 54s.
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 | ✓ |
Week-over-Week Movement
- Improve protocol adherence for refund requests (serial number, warranty verification).
- Enhance follow-up reliability (capture email, set clear callback times).
What Went Well
Polite and professional tone
"We apologize OK. Yeah, we apologize for the inconvenience, sir."
Maintained a polite tone despite customer frustration in the MX4200 refund case #GI00130703
Documentation collection
"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? Not the, you know, the invoice, but the actual rec..."
Successfully gathered required purchase documentation: invoice and seller name in the Polish refund request #GI00130703
Growth Opportunities
Protocol adherence for refund requests
"Unfortunately, we really haven't tried a couple of things. You know, there are still a couple of things that we can do for us to fix this problem."
When customers indicate they've switched to competitors and no longer use the product, avoid suggesting further troubleshooting. Instead, immediately focus on collecting essential refund eligibility data (serial number, warranty status) and setting clear next steps. Good looks like: "Since you're no longer using the MX4200, let's focus on processing your refund. I'll need your serial number to verify warranty eligibility and check your purchase receipt for refund options."
Follow-up reliability
"Agent will email update and schedule appointment, contingent on customer replying to an unspecified prior email."
Establish reliable communication channels at the end of every call. Good looks like: "I'll email you a refund update by 5 PM today at the address we have on file, and I'll follow up with a call tomorrow at 10 AM if I don't hear back. If you need to update your contact information, please reply to this email immediately."
Next Week's Focus
- Capture critical refund data upfront: Always collect serial number and verify warranty status before discussing troubleshooting or refund options.
- Set concrete follow-up commitments: Specify exact dates/times for callbacks or emails, and confirm the customer's preferred contact method.
- Recognize when to pivot: When customers state they've switched to competitors or refuse further troubleshooting, immediately transition to resolution mode (refund/RMA) without suggesting additional technical steps.
- Reduce filler and silences: Practice concise phrasing to maintain call control and customer engagement.
Technical Accuracy
Improvement
Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility. Customer explicitly stated they are no longer using the product, yet agent suggested further troubleshooting.
Customer explicitly stated they had switched to a competitor and would not engage in further troubleshooting. Agent suggested unnecessary troubleshooting steps despite this clear customer direction, extending the call and increasing frustration. Good looks like immediately acknowledging the customer's decision and focusing on the refund process with required data collection.
Improvement
Failed to capture customer's email address for follow-up, creating dependency on an unconfirmed prior email thread. Next step relies on customer action, risking follow-up failure.
Agent did not capture the customer's email address during the call, creating dependency on an unspecified prior email thread. This creates risk of lost contact and follow-up failure. Good looks like proactively asking for and confirming the customer's preferred email address at the start of the call, then reiterating it before closing.
Coaching Moments
Strength Polite tone under pressure
"We apologize OK. Yeah, we apologize for the inconvenience, sir."
Maintained professionalism despite significant customer frustration. The agent used apologetic language appropriately while still attempting to gather necessary information.
Improvement Efficient documentation gathering
"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? Not the, you know, the invoice, but the actual rec..."
Successfully gathered required purchase documentation in a structured manner, confirming both seller name and receipt details. This shows good attention to necessary information collection for refund processing.
Escalation Lessons: What L2 Did
No escalated cases were processed this week. The two customer refund requests were handled at L1 without escalation.
Coach Appendix
Highest-signal weekly trend: The agent demonstrates strong accuracy (5/5) but struggles with protocol adherence (1.5/5) and communication (2.5/5), particularly in refund request scenarios involving MX products. Key patterns include delayed collection of critical refund eligibility data (serial number, warranty status) and unreliable follow-up mechanisms.
Recurring technical pattern: When customers indicate they've switched to competitors or refuse further troubleshooting, the agent tends to suggest additional technical steps rather than immediately transitioning to resolution mode. This creates unnecessary call extension and customer frustration.
Evidence: Both calls involved refund requests where the agent either suggested unnecessary troubleshooting (MX4200 case) or failed to establish reliable follow-up (Polish refund case), despite customers expressing clear intent to discontinue support.