# 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 | *Only 1 call reviewed. Score range: lowest to highest overall is 3.00.* --- ## Where Time Goes ### Product Families Product family data not available for this week. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 | ✓ | The **GENERAL INQUIRY** category shows a concerning pattern: while accuracy was strong (4.00), both protocol and communication scores were at the minimum (1.00), and the call remained unresolved. This suggests the agent needs to focus on creating clear next steps and ownership for customer inquiries, even when technical resolution isn't immediately possible. --- ## What Went Well Despite the challenges in this week’s single call, there are clear strengths to build upon: 1. **Customer acknowledgment and verification** The agent correctly identified the customer’s core need (missing hardware-failure confirmation email) and verified critical details: > I can see yours on this end. > I can see it, I can help you check. > 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. This shows the agent was present and attempting to locate the requested information in the system. 2. **Email timestamp confirmation** The agent confirmed the email timestamp and verified the customer’s email address, demonstrating attention to detail when checking system records: > Okay, yes, yes. > Because originally an Auto-Send was sent to me and a Survey on May 21st. But then he said Tuesday should be when I was told. > Sent another MRO, which is an email. --- ## Growth Opportunities ### 1. Protocol and Communication Clarity The current protocol and communication scores (both 1.00) indicate a need for more structured, actionable conversations. **What good looks like:** - When a customer requests an action (like resending an email), immediately confirm the request, state the next step you’ll take, and provide a clear timeline. - Avoid filler phrases and vague language. Instead of “call back later,” specify *when* you’ll follow up or *what* you need from the customer. **Concrete next step:** > “I will resend the hardware-failure confirmation email right now. You should receive it within the next 5 minutes. If you don’t see it by [time], please call us back and reference case #PR00130372.” ### 2. Operational Closure with Ownership The abandoned_or_vague closure status leaves the customer without clear next steps. **What good looks like:** - Even when you can’t resolve an issue immediately, create a documented plan with specific ownership and timeline. - If escalation or follow-up is needed, state *who* is responsible and *when* the customer should expect contact. **Concrete next step:** > “I’ve opened a formal case #PR00130372 for you. I’ll resend the confirmation email now and follow up with you by email within 30 minutes. If you don’t receive it, please reply to that email or call us referencing this case number.” --- ## Next Week's Focus - **Practice the “next step + timeline” formula** for every customer request: “I will [action] and you should see [result] by [time].” - **Create HappyFox cases for all warranty/return requests** even if you think you can handle it — this ensures accountability and tracking. - **Role-play closing scenarios** where you must provide a specific follow-up plan, even for complex issues. - **Review filler phrases** (“um, um, wow”) and replace them with concise, professional language during calls. --- ## Technical Accuracy ### **Improvement** The agent missed critical technical procedures for a hardware-failure verification case: > Agent failed to resend the missing hardware-failure confirmation email despite direct customer request. No case was created or escalated, and no product details were collected. Call ended with no clear next steps or ownership. **Note:** For hardware-failure cases, always collect product model/serial number, verify warranty status, and either: a) resend required emails immediately, b) create a HappyFox case, or c) escalate to Level 2 with clear handoff notes. Never close with “call back later” as the primary resolution. [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) --- ## Coaching Moments ### **Improvement** In this call, the agent’s closing approach left the customer without clear direction: > No resolution provided. Agent suggested customer call back later if email not received. **Note:** Even when unable to resolve immediately, agents must provide a concrete next step. “Call back later” is ambiguous and creates repeat contacts. Instead, specify *what* the agent will do, *when* they’ll do it, and *how* the customer can verify progress. [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) --- ## Coach Appendix **Highest-signal weekly trend:** This week’s single call reveals a critical pattern of operational closure issues — the agent closed a high-priority warranty request without documented next steps, clear ownership, or case creation. This directly impacts customer satisfaction and creates repeat contacts. **Recurring pattern to address:** The agent tends to use vague language (“call back later”) and filler phrases that undermine professionalism and clarity. Next coaching should focus on replacing these with specific, actionable commitments. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#PR00130372](https://linksys.happyfox.com/staff/ticket/130372/) | 2026-05-28 | 3 | INBOUND | | GENERAL INQUIRY | ⚠ Closed incorrectly |