1. Bryan Jackson

2. Agents MargaretAndre  Performance opportunities  Quality  Performance opportunities  RPC  Closing Ratio  Quality

3. What factors affect Margaret’s Quality? Margaret

4. Key Determinants of Quality Ave. Score Points lost due to Doc Net calls Calls | Points Score with consistent Doc Net offer Potential improvement February Quality2.20492.80.60 March Quality2.133112.81.67 Total2.167202.80.64  Doctor Network Calls  Lacks confidence  Misses the opportunity entirely -Margaret

5. Determinants of Quality Calls to Customer Care  Strong Company Values  Empathy  Tone  Weak Company Values  Confidence  Savvy  Both Values are involved in a variety of topics. Topic of Calls# of times agent called RMA15 Prescription Assistance10 Charges8 Price match7 Product Specifications7 Shipping6 -Margaret

6. Action plan  Focus first on Doc Net Call Flow  Pre coaching session.  Prepare an example call(s) to review  Inform agent of topic of coaching session  With agent come up with Doc Net Call Flow  Post coaching session  Print call flow to post at agents desk  Have agent provide customer number of calls where she used the new call flow -Margaret

7. What factors affect Andre’s Quality, RPC, and Closing ratio? Andre

8. Factors Limiting Performance  Does not have an engaging opening  Low energy throughout the call  Specifically in sales offer  Lack of effort - Andre

9. Action plan  Pre coaching session.  Prepare an example call(s) to review  Go over opening call flow  Sales opening – Energy  Question/ Problem – Restate and Empathize  Role play  Post coaching session  Pull random calls – Follow up / Reward - Andre

10. Questions? Suggestions?