akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the range from lowest (3.1) to highest (4.0) overall performance.

This Week's Coverage

Models Supported

Note: Lower scores on MX5500 calls suggest an opportunity to deepen familiarity with this high-volume model’s setup and troubleshooting flows.

Problem Categories

What Went Well

High accuracy in technical troubleshooting

You delivered technically sound guidance in several complex scenarios. For example, in call #LTS00131169, you correctly identified and resolved a WAN type mismatch (PPPoE → DHCP) that was blocking internet connectivity after a factory reset:

“I accurately diagnosed and changed the WAN connection type from PPPoE to DHCP, which was the root cause of the internet connectivity issue.”

This led to a confirmed technical resolution and a satisfied customer.

Successful technical resolution on setup and configuration

Your work on the MX5500 setup call stands out for its completeness. You guided the customer through a full factory reset, manual configuration, and verified internet connectivity — all without escalation.

Growth Opportunities

Protocol compliance: Consistent case documentation

Several calls lacked a documented HappyFox case number, which is essential for tracking, follow-up, and quality assurance. For example, in call #LTS00130686, no case was created despite a full support interaction involving password clarification and access guidance.

What better looks like:

- Always capture the customer’s model/serial number and create a case before diving into troubleshooting.

- Reference the case number in your closing summary and confirm it with the customer.

Communication efficiency: Reducing repetitive confirmations

Your tendency to use repeated “yes, yes, yes” confirmations interrupted flow and clarity across multiple calls (e.g., calls #LTS00130686, #LTS00131180, #LTS00131185). This can frustrate customers and extend handle times.

What better looks like:

- Use concise, single-step confirmations (“Got it” or “Understood”) unless the customer explicitly requests repetition.

- Summarize key points at the end of the call to reinforce understanding without redundant back-and-forth.

Next Week's Focus

1. Start every call with a quick case creation ritual: Model → Serial → Brief issue → Case number. Do this within the first 30 seconds of the call.
2. Replace “yes, yes, yes” with purposeful acknowledgments: Try “Got it,” “I understand,” or “Let’s move forward.”
3. Anticipate next steps before closing: If a call might need escalation or callback, set that expectation early and document it in the case notes.
4. Practice concise troubleshooting: In configuration calls, verify each step’s success before proceeding to the next to avoid backtracking and confusion.

Technical Accuracy

Improvement

Provided wrong admin page IP address [06:04] for EA9450 router; correct default is 192.168.1.1 or myrouter.local per KB. Also misstated Wi‑Fi password character restrictions [09:09], claiming no symbols allowed, which contradicts KB allowing % character.

#LTS00131185

Improvement

Call ended with operational_closure_status 'pending_resolution' and technical_resolution_status 'not_fixed'. Customer disengaged without clear next-step plan; no callback time set.

#LTS00130986

Strength

Successfully diagnosed WAN type mismatch (PPPoE to DHCP) for OCN service as root cause; guided through factory reset and manual setup, achieving fixed_confirmed status.

#LTS00131169

Improvement

Excessive repetitive confirmations ('yes, yes, yes') throughout multiple calls (e.g., calls 1, 4, 5) reduced communication efficiency and clarity.

#LTS00130686

Improvement

Failed to collect product model/serial or create case number in multiple calls (calls 1, 2, 4, 6), violating case management protocol.

#LTS00130686

Coaching Moments

Improvement

“Yes, yes, yes, yes, thank you for your business.”

Note: Overuse of scripted phrases disrupted flow and clarity, especially when repeated multiple times in a single exchange. Aim for more natural, concise acknowledgments to maintain efficient and professional communication.

#LTS00130686

Improvement

“So PPPoE settings are not required on the router side, is that correct? I'd like to confirm that as well, automatically.”

Note: Repetitive “yes” responses and vague phrasing created confusion. Structure confirmations as single, clear questions and avoid looping.

#LTS00130986

Improvement

“Yes, yes, yes, yes, ah, yes, ah, yes, thank you for your business.”

Note: Excessive affirmations slowed the call and made it harder for the customer to follow the troubleshooting steps. Use concise acknowledgments to keep the conversation moving forward.

#LTS00131180

Improvement

“Yes. Yes. Is it the registered email address? Or the email I am currently using?”

Note: Repetition when gathering customer information reduced efficiency. Ask for the needed information directly once, and clarify if necessary without repeating the question verbatim.

#LTS00131185

Improvement

“Yes, yes, yes” (multiple instances throughout the call)

Note: Frequent use of “yes, yes, yes” created a pattern of unnecessary repetition that slowed the call and could be perceived as disengagement. Replace with single, purposeful acknowledgments like “Understood” or “Got it.”

#LTS00131180

Escalation Lessons: What L2 Did

No escalated cases were recorded this week, so there are no Level 2 resolution patterns to review. All cases were either resolved at Level 1 or remained pending without escalation.

Coach Appendix

This section is for internal coaching context only.

• Primary weekly trend: Protocol compliance remains the weakest area, with 4 of 6 calls scoring 2–3 on protocol — primarily due to missing case documentation and inconsistent information gathering.
• Key pattern to address: Repetitive verbal affirmations (“yes, yes, yes”) appear in multiple calls and are linked to longer handle times and reduced clarity. This habit also surfaces in calls where protocol scores are low, suggesting a possible efficiency-communication linkage.
• Evidence highlighted above: Coaching moments and technical accuracy sections already surface all relevant transcript excerpts and case details; no additional data is needed for the next coaching conversation.

This Week's Calls