regilene.come@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• No clear work-mix signal was available this week.
• Use the general self-help lens until queue ownership or escalation ownership becomes clearer.

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 6m 56s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence, particularly case documentation and verification steps.
• Clarify next steps and avoid deferring process details to third parties.

What Went Well

• Empathetic and professional communication

> "Oh, we do apologize for that because all our 5G routers are actually end of life already. So and since the, yeah, and we had some transitions from Belkin to, I mean, from Foxconn to Fortinet. So our process was actually like not really that smooth when we, you know, the first time we handled your case. So I would love to, I would like to apologize in behalf of Linksys."

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• Clear expectation setting

> "But then I have a good offer for you if you want. If you go for the refund tango, we'll revert back to the original amount that we offer, which is HK$1,790."

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Growth Opportunities

• Protocol adherence failure

The agent did not create or cite a HappyFox case number, violating standard protocol. To improve, always initiate a case before discussing resolution details. Verify purchase information, proof of ownership, and warranty status before committing to any refund or compensation.

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• Lack of verification and documentation

No documentation of eligibility rationale was recorded for the HK$1,790 refund amount. Next time, capture all eligibility criteria (purchase date, model, serial number, etc.) in the case notes before finalizing offers.

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Next Week's Focus

1. Always start with a documented case — open a HappyFox ticket before discussing resolution details.
2. Verify eligibility up front — collect purchase proof, model/serial numbers, and warranty status before offering refunds or compensation.
3. Summarize next steps clearly — avoid deferring process questions to unknown third parties; tell the customer exactly what to do next and when to expect follow-up.
4. Use structured verification checklists — especially for end-of-life product inquiries, confirm model, purchase date, and ownership before proceeding.

Technical Accuracy

• Improvement

Agent failed to create or reference a HappyFox case number, violating standard protocol. No verification of purchase details, proof of ownership, or warranty status was performed before committing to a refund.

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• Improvement

Agent deferred Tango Card process details to an unknown third party, creating uncertainty about redemption options and next steps.

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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

• The single call this week highlights a critical protocol gap: the agent offered a refund without documenting a case or verifying eligibility. This created a pending resolution and potential compliance risk. Focus next week on disciplined case initiation and verification checklists for similar inquiries.

This Week's Calls