This document summarizes a weekly coaching session between a CSR and coach. It includes a review of the CSR's quality average and call time, attendance points, disciplinary level, schedule adherence, personal time usage, email opportunities, individual call scores, areas of focus, smart goals, and a call review with call ID, positives, missed opportunities, and description. The coach and CSR sign off at the bottom with their signature and date.

1. Weekly Follow Up Coaching
Date:
CSR:
Coach: Heather Narvaez
Quality Average and Call Time:
Date QM Handle Time
Previous
MTD
Goals:
Bronze Silver Gold
7:00 6:30 6:00
96% 97% 98%
Attendance Review:
Total Points:
Bronze Silver Gold
4.75-6 3-4.5 <3
*Please note that your attendance is available for you to view in your Paycor and is your responsibilityto keep track of. You have 2 days after an error occursto
make management aware.
Discipline Review:
Current Disciplinary Level:
Levels of Corrective Action
7 Points = Verbal Warning
9 Points = Written Warning
11 Points = Final Warning
12 Points = Termination
Schedule Adherence:
Personal Time:
Bronze Silver Gold
14:00-11:01 11:00-9:01 9:00 or less
97% 97.5% 98%
Definition: adherence to your scheduled breaksand lunch times while accruing a per day average personal time usage over the month as defined above for an
8 hour work day.

2. Email Opportunities:
Date Opportunity
Individual Quality Scores:
Call Score Trip Deduction
1
2
3
4
5
6
7
8
9
10
Areas of Focus:
1.
2.
3.
Weekly Smart Goals:
1.
2.
3.
Call Review:
Call ID:
Positive:
Trip #:
Missed:
Call Description:
CSR ________________________________________ Date ____________
Coach ______________________________________ Date ____________