[COACH] francesjessiejr.enriquez@concentrix.com

Coaching Summary

Poor performance with critical compliance violations and unresolved issues in the single call handled this week

Provided materially incorrect guidance and failed to collect essential customer information, leading to compliance risks and unresolved issues

Key calls: #GI00012992

Risk Flags

Critical dimension below threshold

Scored accuracy 1.0 and protocol 1.0 due to materially incorrect guidance and compliance violations

ExampleDirected customer to complete a fabricated California legal form with false statements and used a placeholder phone number

Correct behavior: Adhere strictly to KB-verified procedures and never instruct customers to complete legal forms without legal team approval

Impact: Customer was given false legal instructions and non-functional contact information, risking legal exposure and loss of trust

Related: #GI00012992

View ticket #GI00012992

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	1.4	1
Technical Accuracy	1.0	1
Protocol	1.0	1
Communication	2.0	1

V2 Rubric (Shadow Grading)

V2 overall: 0.0% across 1 v2-scored calls this week1 auto-zero

Category	Week Average
Resolution	2.19
Technical Accuracy	2.19
Communication	2.5
Customer Ownership	4.0
Escalation Judgment	—
Customer Experience	1.79

Unresolved: 1

Score Diagnostics

Based on 1 calls reviewed this week.

Accuracy

1.00

Protocol

1.00

Communication

2.00

Overall

1.40

Technical Findings

improvement

Instructed customer to fill out a fabricated legal form with false statements, violating compliance and accuracy standards.

#GI00012992 · call 598dc5d2-6e8d-11f1-9e8d-42010a62006f

improvement

Used a placeholder phone number (925673XXXX) as real contact information, compromising professionalism and accuracy.

#GI00012992 · call 598dc5d2-6e8d-11f1-9e8d-42010a62006f

Call Handling Findings

Compliance violationsVerify all guidance against KB articles and avoid instructing customers to complete any legal documents without explicit legal team approval.
Missing customer dataCollect product model, serial number, and warranty status within the first 2 minutes of every call as per protocol.

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

No documentation mismatches found.

Suggested Coaching Conversation

You identified 2.4 GHz interference as a factor and adjusted the channel appropriately — this demonstrates strong technical analysis. Can you walk me through how you arrived at that conclusion?

In ticket #GI00012992, you directed the customer to complete a fabricated legal form. What verification steps did you take before providing this guidance?

Why did you wait until after initial troubleshooting to collect the product model and serial number? How can we ensure this information is gathered upfront?

Using placeholder contact information undermines trust — what processes can we implement to ensure all provided details are accurate and verified?

Coaching Best Practices

Five Principles for Effective Coaching Conversations

SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
Psychological safety first — Frame mistakes as data, not character. “That call had a tricky wrinkle — let’s pull it apart” lands better than “you made an error here.”
Close with a specific commitment — End every coaching conversation with one thing the agent will try on their next call, and a follow-up check-in within 48 hours.

Deep Evidence

Case	Date	Duration	Overall	Accuracy	Protocol	Comms	V2	Product	Issue Type	Outcome
#GI00012992INBOUND	2026-06-22	—	1.4	1	1	2	0.0% Needs Improvement	MX2000	CONNECTIVITY	Customer to monitor nodes and call back if issues persist. No valid self-help path or confirmed resolution provided.

Coach & QA View