specialist job guide updated 10-5-2013 v1

8/13/2019 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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specialist job guide updated 10-5-2013 v1

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