zhiliang.chen@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 11m 42s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence: collect model/serial, verify warranty, document cases.
• Escalate unresolved hardware issues to higher support tiers or management.
• Avoid offering non-functional solutions (e.g., Tango card) without customer acceptance.

What Went Well

1. Accurate product information

The agent correctly communicated product availability status, which builds trust and manages expectations.

> "But sir, this model, we don't have inventory. We're not restocking anymore. That means it's not being produced anymore. It's been dis..."

#LTS00130381

Growth Opportunities

1. Protocol adherence and case documentation

Good looks like: Systematically collecting model/serial numbers, verifying warranty status, and creating proper documentation before offering solutions. This ensures accurate troubleshooting and creates a traceable record for follow-up.

> [00:33] CHANNEL_LEFT: I received an email asking me to fix the router, what information do you need?

#LTS00130381

1. Resolution and escalation

Good looks like: When customers request device replacement under warranty, first verify warranty eligibility, then escalate to appropriate technical or management tiers rather than offering non-functional solutions.

> [01:44] CHANNEL_LEFT: I keep waiting, and by the time the warranty period expires, there's no need to fix it anymore.

#LTS00130381

Next Week's Focus

• Start every hardware call by collecting model, serial number, and warranty status before discussing solutions
• When customers request replacement devices, initiate warranty verification and escalate to technical support or management if replacement is warranted
• Avoid offering compensation (e.g., Tango cards) without first confirming customer acceptance and exploring all resolution options
• Document every call thoroughly in HappyFox, including model details, warranty findings, and next steps

Technical Accuracy

Improvement

Failure to follow standard protocol: no model/serial collection, no warranty verification, no case creation. Call ended with no resolution, no case documentation, and no clear next steps.

#LTS00130381

Improvement

"But sir, this model, we don't have inventory. We're not restocking anymore. That means it's not being produced anymore. It's been dis..."

Agent failed to verify warranty status or escalate to a higher support tier for replacement request. Repeatedly offered non-functional solution (Tango card) despite customer's clear rejection.

#LTS00130381

Coaching Moments

Improvement

[00:33] CHANNEL_LEFT: I received an email asking me to fix the router, what information do you need?

Agent missed critical opportunity to collect model/serial information and verify warranty status before discussing solutions. This led to inefficient handling and customer frustration.

#LTS00130381

Improvement

[01:44] CHANNEL_LEFT: I keep waiting, and by the time the warranty period expires, there's no need to fix it anymore.

Agent did not acknowledge customer's legitimate concern about warranty timing or initiate escalation to warranty team. This created perception of indifference.

#LTS00130381

Escalation Lessons: What L2 Did

No escalation learning materials were available this week. Both cases were documented as "New" in HappyFox with no escalation details provided.

Coach Appendix

Highest-signal weekly trend: The agent shows strong product knowledge but consistently misses protocol steps for hardware issues - particularly model/serial collection, warranty verification, and proper documentation. This creates longer handle times and customer frustration.

Recurring pattern: When customers express dissatisfaction about unresolved warranty cases or request device replacement, the agent defaults to offering non-functional compensation (Tango cards) rather than following proper escalation paths. This pattern appears in both calls this week.

Evidence noted: The agent's accurate communication about product discontinuation (call 2) demonstrates good product knowledge, but this was undermined by failure to follow standard protocol for warranty cases.

This Week's Calls