specialist job guide updated 10-5-2013 v1
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Improving Individual PerformanceAgent Job
Guide Prepaid 10-5-2013
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Managing Performance: Prepaid Metrics in Compass
Benefits
Whats In it for Me?
Monitor your Performance in one glance for key metrics by
seeing your Metric Breakdowns, Metric Trends and specific
details related to each key metric.
Under the Action Tab view real time your observations and
coaching sessions that have been completed. See a trend on
the behaviors that have been identified as a Strength or
Opportunity and begin immediately to improve if needed.
Additionally, manage tasks, alerts and acknowledge your
coaching sessions.
Manage your own performance by viewing your results
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1. Access Compass
How to Manage My PerformanceFollowing is an overview of the process to manage
performance using Compass. Each step is described
in detail on the subsequent pages. The color BLUE
IS NEW- Replaces the YELLOW.
4. View Observation &
Coaching Manager
7. View My Coaching Log
giving details of Coaching
Sessions documents.
5. Acknowledge
Coaching Sessions
6. View Observations
About Me forObservations submitted
3. Review My PerformanceMetrics which is now on the
Compass home page. My
Weekly /Monthly views for
more detail.
Specialist Detail View now
available for a more all
inclusive view of your
metrics and performance. .
Weekly & Monthly views arecombined.
2.Login toCompass
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2. Type in User ID and
Password
How to Access Compass
1. Type Compass in
Browser. Click on
Enter Compass. First Time Compass Login (All Users)Step 1. Navigate to the Compass Login page.
Step 2. Type your user ID/password andclick Login.
Result: A new page indicating you do not have a
security question and answer setup is displayed.
Note: You are not required to change your password
at this time, but may do so if desired.
Step 3. Choose a security question from the ChangePassword
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Using Compass Password Self Service
You can change your password anytime by setting
up your Security Question when you log in!
Forgot Password1. Navigate to the Compass Login page.2. Click Forgot Password.3. Type the answerto your security
question.4. Type a new passwordin both of the
password fields.5. Click Login.Result:The Compass Home page is
displayed.
Change Password1. Navigate to the Compass Loginpage.
2. Type your user ID/password andclick Login.
3. In the upper, right-side of the Homepage, click Change Passwordand/or Security Q&A.
4. Type your old password.5. Type your new passwordin each
of the fieldsNote: If you are only changing your
password, you do not need toanswer / change your securityquestion and answer.
Change Security Question1. Navigate to the Compass Login
page.2. Type your user ID/password and
click Login.3. In the upper, right-side of the
Home page, click ChangePasswordand/or Security Q&A.
Note: If you are only changing yoursecurity question, you do not needto type anything in the password
fields.4. Select a new security questionfrom
the Choose your securityquestiondrop-down.
5. Enter your new security questionanswerin each of the fields.
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Result:The Dashboard for
the selected metric is
displayed. Dashboards offer
a combination of reports.
View My Metric Breakdowns
1.The Home Tab will
display all your KPI
metrics. Select a metric
for which you wish to seea breakdown
Compass Data PresentationDashboardsdisplay a combination of
reports.
Reportsoffer more options for
analyzing the data.
2. Click here for
Breakdownor
Details from the
dashboard to open
the actual reports.
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How can I Review My Performance?
After logging in, the Compass Home Pageis displayed.
TheOverall Performancesection displays the My
Performancedashboard.
Return to this data at any time by selecting the Home
Tab.
Scroll down on this dashboard to view more
reports. Results are highlighted in color to provide a quickindicator of performance:
Metric Red Yellow Green Blue
CSAT
Top 2
Box
= 100%
to
114.99%
>= 115%
AHT < 90% 90 to99.99%
>= 100%
to
114.99%
>= 115%
Adjustm
ent per
Call
< 90% 90 to
99.99%
>= 100%
to
114.99%
>= 115%
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Result:The Dashboard for
the selected metric is
displayed. Dashboards offer
a combination of reports.
View My Metric Breakdowns and Details
1.Select a metric for
which you wish to see a
breakdown.
Compass Data Presentation
Dashboardsdisplay a combination of
reports.
Reportsoffer more options for
analyzing the data.
2. Click here for
Breakdownor
Details from the
dashboard to openthe actual reports.
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Action Tab: Observation and Coaching Manager
Access the Observation and Coaching Manager to view a
history of your tasks, completed observations, coaching and
discussions.
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View Observations About Me
Access the Observation About Meto view a history of your
completed observations sessions. Click one of the following to sort
Observation sessions by:
Date
Observer
Observer IDType
Behavior Opportunity/Strength
Behavior Comments
General Comments
Link
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View My Coaching Log
Access the Coaching Logto view a history of your completed
coaching sessions. Click one of the following to sort Observation
sessions by:
Date
Coach Name
Coach IDCoaching Type
Behaviors Coached
Minutes Coached
Comments
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App
Appendix- New
Vendor Fizzback:CSAT Top 2 Box
Updates and Viewsin Compass
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Overview - Compass Simplification Upgrades
Whats in it for you?
Our look is changing and so is our technology!
Compass is FASTER
Improved CSAT reporting from Fizzback
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We heard you and as result, we are
driving towards Compass
Simplification for all users.
This is a necessary upgrade that will
prepare us for the implementation
of Compass 4.2 coming in 1Q 2014
Our Performance Management system that
gives call center leaders the support they needto focus on behaviors that improve the
Customer Experience!
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Changes to Customer Feedback Technology
We have selected a new technology and vendor to help obtain better, faster, more
actionable CSAT data: Text Message sent to the customer immediately after a call!
Less time for the customer! Customers answer 2 Questions and a Verbatim
Instant Agent Results: Survey given same day as specialist interaction
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Starting
October 5th
A whole new way toget
CSAT Data.
Awesome new vendor
called Fizzback
Outstanding level of
feedback from the
customer
Rapid return on agent
data
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CSAT through a Text Message! Brilliant.
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The full process includespossibly 4 texts
Only 1 question sent at atime.
Question 2 sent only afterthe customer answers theprevious question
Question 3 sent only afterthe customer answers the
previous question. We send a thank you text!
Intro Text
Hi, this is Boost,
(Brand specific). Welltext you shortly
regarding your call to
(Brand Specific),
please reply! (all
survey texts are FREE,
reply STOP to quit)
Cost to the
Customer? FREE Time it takes for
customertocomplete? Minutes
Impact to Agentresult?Awesome.
Always the 1st
Question
How satisfied areyou with the overall
handling of your call
by the last rep you
spoke to, on a scale of
5 (very satisfied) to 1
(very dissatisfied)?
Always the 2nd
Question
How likely are you torecommend Boost
(Brand specific) to a
friend or family
member on a scale of
5(very likely) to 1 (very
unlikely)?
This Question Could
Change from time-
to-timeTo help us provide
you with the best
service, could you
please tell us why
you gave those
ratings?
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Where will I find this in Compass? When?
CSAT Top 2 Box survey score provided by Fizzbackvendor beginning 10-1-2013
When you log in the you can see your metrics on thesplash page. If you navigate to a metric all you have to dois Click the Home Tab and you are back on the MyPerformance Page
Compass will start to show agent data on 10-5-2013
Compass will still display the data as day minus 2 so,Monday s data will show early Wednesday Morning!
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Agents get Fizzback Data
October 5th!
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Where do I get my CSAT Top 2 Box results?
CSAT Top 2 Box metric Breakdowns can be found in Compass
On you My Performance page you will see the detail directly underthe Overall Performance Report. Click here to view the Breakdownand view the report seen above. This will also include Willing toRecommend (WTR) metric.
This data is fantastic and will allow you to more quickly to spot atrend in behavior and coach!
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Where do I get my Customer Feedback?
Selecting the details (click here) can provide the scores and verbatimfrom the customer
On your My Performance page you will see the detail directly underthe Overall Performance Report. Click here to view the Details andview the report seen above. This will also include Willing toRecommend (WTR) metric.
This data is fantastic and will allow you to get immediate feedback!
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