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

• Overall moved up 1.90 vs. last week.
• Accuracy moved up 3.00 vs. last week.
• Protocol moved up 0.50 vs. last week.
• Communication moved down 0.50 vs. last week.
• Average handle time moved up by 4m 44s.

What Went Well

1. Accurate product status communication

You clearly explained product discontinuation details, which helped manage customer 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: Collect device details and verify warranty status before offering solutions

Good looks like: Asking for model/serial numbers, checking warranty coverage via internal tools, and documenting findings before proposing refunds or replacements.

> "Agent failed to collect product model, serial number, or verify warranty status despite customer referencing warranty coverage."

#LTS00130381

1. Escalation path for unresolved hardware requests

Good looks like: When customers request device replacement or compensation and the solution is outside L1 scope, initiate an escalation to a supervisor or warranty team before offering non-functional compromises.

> "The solution from our headquarters right now is actually a refund plan. If it's a replacement, we don't have this 5G router to exchange for you."

#LTS00130381

Next Week's Focus

• Start every hardware call by requesting model, serial number, and warranty status. Use the warranty lookup tool before discussing solutions.
• *Escalate before offering refunds:* If a customer insists on replacement or compensation and the device is discontinued, initiate a supervisor handoff and document the escalation reason.
• Acknowledge frustration explicitly: Add phrases like, “I understand this is frustrating,” before transitioning to next steps.
• Review escalation protocols: Know when to transfer to warranty/replacement teams versus offering gift cards.

Technical Accuracy

Improvement

Agent failed to collect product model, serial number, or verify warranty status despite customer referencing warranty coverage. No case documentation or escalation was initiated.

#LTS00130381

Improvement

"The solution from our headquarters right now is actually a refund plan. If it's a replacement, we don't have this 5G router to exchange for you."

Agent offered only a Tango gift-card refund without verifying warranty status or exploring alternatives for device replacement. Customer explicitly rejected the refund and requested a replacement device.

#LTS00130381

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

Internal use only — not for agent review

• Highest-signal trend: Protocol and communication scores remain low due to inadequate device/warranty verification and prolonged hold times. The agent’s accurate product status communication is a strength to build upon.
• Recurring pattern: Both calls involved unresolved hardware requests where the agent defaulted to a non-functional compensation solution (Tango card) without collecting required details or escalating. This created customer frustration and additional follow-up work.
• Quote governance note: All evidence above uses verbatim transcript excerpts or pre-extracted coaching moments; no new quotes were introduced.

This Week's Calls