Download - Smart plan
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THES.M.A.R.T. ACTION
PLAN
How to Make Your Coaching
Not Dumb
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You will be able to:- Identify why an
action plan is important to your
coaching.
- Explain the parts of the S.M.A.R.T
Action Plan
- Recognize correct usage of the S.M.A.R.T.
Action Plan
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Why do we coach?
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S.M.A.R.T Action Plan
to the rescue!
The people you coach need the same kind of DIRECTIONS to follow!
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The S.M.A.R.T. Plan
S - Specific M - MeasurableSomething that starts
with ‘A’ A - Attainable R - Relevant T – Time Bound
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Why is it important that your coaching plan be “Specific”?
That’s what defines your ‘destination’.
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Why is it important that your plan be
‘Measurable’?And what does that
even mean?Must be able to evaluate
progress or completion
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Attainable?- Once attained they feel a great
sense of accomplishment
- If the goal is too difficult they may
not even try.
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Relevant? Relevant to WHO?
Relevant to the business needs of
Teletech.
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Time Bound
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Let’s look at some samples…
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Bob will decrease AHT by 30 seconds by the
end of the month
Bob will get his AHT down or else he’ll face disciplinary
action.
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Sally will stop coming in late every day.
Sally will increase her reliability from 82% to 95% by the end of the
month.
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Now you try some. Make a SMART Plan
for:Quality score MSAT
(CSAT)Active Listening Accuracy
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Great Job! Now you can:- Explain why a
SMART plan is important.- Explain the parts of
the SMART plan.- Recognize correct usage of SMART in
coaching.
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