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

Overall moved up 1.20 vs. last week.
Accuracy moved up 4.00 vs. last week.
Protocol moved down 0.50 vs. last week.
Communication moved up 0.50 vs. last week.
Average handle time moved down by 37m 26s.

What Went Well

Polite and professional tone

"We apologize OK. Yeah, we apologize for the inconvenience, sir."

#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..."

#GI00130703

Growth Opportunities

Protocol adherence

The agent needs to consistently collect serial numbers and verify warranty status for refund/RMA eligibility. This is a critical step that was missed in the MX4200 refund case.

Next step: Always ask for and verify the serial number and warranty status at the beginning of refund/RMA conversations.

#GI00130703

Follow-up reliability

Ensure reliable follow-up by capturing all necessary customer contact details (email, phone) and confirming them during the call.

Next step: Implement a checklist to verify and document all contact information before closing any case that requires follow-up.

#GI00130703

Next Week's Focus

Serial number and warranty check: Make this a non-negotiable first step in all refund/RMA cases.
Contact detail verification: Confirm and document all customer contact information before ending the call.
Avoid unnecessary troubleshooting: If a customer has already switched products, focus on resolution rather than further troubleshooting.
Clear next steps: Always provide a specific date/time for callbacks or follow-ups.

Technical Accuracy

Improvement

Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility (Call 2b073fe8-585f-11f1-a22b-42010a660053).

#GI00130703

Improvement

Failed to capture customer's email address, creating dependency on an unconfirmed prior email thread (Call d7381b60-5928-11f1-a72f-42010a660053).

#GI00130703

Improvement

Agent suggested further troubleshooting despite customer clearly stating they are no longer using the product (Call 2b073fe8-585f-11f1-a22b-42010a660053).

#GI00130703

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Weekly Trend Summary:

The agent showed strong improvement in overall and accuracy scores but needs to focus on protocol adherence, especially serial number and warranty verification, and follow-up reliability. The dramatic reduction in handle time is positive but should be maintained without compromising protocol steps.

Key Pattern:

The agent tends to skip critical protocol steps (serial number, warranty) in refund cases and struggles with reliable follow-up documentation. This impacts both efficiency and customer satisfaction.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#GI00130703	2026-05-25 17:28:39+00:00	3	OUTBOUND	MX4200	GENERAL INQUIRY	↻ Callback set
#GI00130703	2026-05-26 17:32:17+00:00	3	OUTBOUND		GENERAL INQUIRY	⏳ Pending