Customer Success Manager Scenario 1: it’s Monday morning and these are your top and bottom performers based on the key metrics for the last 7 days. Scorec
Customer Success Manager Scenario 1: it’s Monday morning and these are your top and bottom performers based on the key metrics for the last 7 days.
Scorecard (7 day rolling average)
Net promoter score
Resolution time (hours)
Number of tickets closed
Internal quality score
Agent 1
100
74
38
90%
Agent 2
50
276
52
98%
Agent 3
100
235
14
93%
Agent 4
-33
1473
44
89%
Agent 5
20
244
26
95%
Agent 6
60
168
10
100%
Questions:
What coaching would you give to each of agents 4, 5 and 6?
What goal would you set for each one to achieve by end of week?
Agent 4 improves rapidly, thanks to your coaching, but agents 5 and 6 don’t. Which of the two do you let go?
What is the most likely cause for the bad NPS that agent 4 received? How could this be avoided in future?
Which of the 3 top performers (agents 1, 2 and 3) do you announce as team hero of the week and why?
What is one thing you can do today to address the discrepancy between NPS and Quality for agent 4?
What is one thing you can do today to balance the volume in your team?
