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Sample QBR Slides
 

Sample QBR Slides

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    Sample QBR Slides Sample QBR Slides Presentation Transcript

    • SAMPLE QBR LOB 1 and LOB 2 Q1 2010 Quarterly Business Review
      • April 09, 2010
    • Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap
      • LOB 1
      • Key Wins
      • Performance Dashboard
      • 4 Blockers
    • Executive Summary for LOB 1
      • Improvement in Key Metrics
      • Nesting close rate has gradually improved month after month. Wave 23 ended at 24.34% and Wave 24 at 24.86%.
      • Nesting has consistently exceeded CLIENT XX’s METRIC X’s Requirement.
      • Change in Process
      • CLIENT XX implemented nesting scorecards as basis for endorsement to Operations towards end of February.
      • CLIENT XX (Jane Doe) is now involved in the deliberation of who will be endorsed to Operations through client provided nesting scorecard.
      • QA Re-roll out to be done during mid-nesting for reiteration and reinforcement.
      • Nesters were skilled to 4 in order for them to take back to back phone calls and achieve the 100 call requirement.
      • Nesters are now getting 3 documented side by side coaching sessions and 1 documented DRS coaching session.
      • Nesters are now receiving 2 QA audits on day 3 of nesting.
      • SMEs/SIS – to handle at least 3 nesting waves before we reshuffle.
      • Changes in the Training Team
      • Dedicated Training Manager – John Doe took on the role of XX Manager for Company X and Jane Doe2 took the role of Training Manager for both LOB 1 and LOB 2.
      • New Members – Trainer XX joined February from Company X and Trainer XXX was promoted in March. They will be the dedicated process trainers for LOB 1.
      • Dedicated Training Supervisor – Training Supervisor X will take on the role of Training Supervisor for CLIENT XXX beginning Q2. Training Supervisor XXX from BPO X will be joining us as the dedicated Training Supervisor for 2 LOBs.
      Key Wins
    • Performance Dashboard Summary LOB 1 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Close Rate – 24% Metrics 2 – 50% AHT – 500 to 800 seconds Quality – 80% Attrition – 20% Client Value Employee Value
      • Overall Close Rate
      • Advanced Products
      • AHT
      • Quality
      • Attrition
      Q1 2010 Jan Feb Mar 40% 78.17% 1093.11 67.32% 23.29% 16.67% 87% 1011.41 81.82% 12.79% 28.57% 77.75% 1026.87 71.87% 23.77% 14.29% 68.08% 976.08 66.48% 24.59%
    • LOB 1 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause
      • Observations
        • March Nesting close rates were consistently within goals.
        • February Nesting close rate trended downwards.
      • Strengths
        • Waves 22 to 24 close rate trended upward.
      • Weaknesses
        • Wave 19 close rate was 53.33% away from the nesting goal.
      • Process
        • New SMEs/SIS’ kept on rotating every wave except for waves 23 and 24.
        • Wave 19 trainer was only suppose to co-facilitate but had to take over the whole class because of lead trainer going on ML.
        • Trainer wasn’t able to follow wave 19 nesting because of an overlapping class. Wave 20 NHT started on Wave 19’s first day of nesting.
        • Wave 19 SMEs/SIS haven’t attended the SME boot camp yet. SME Boot Camp’s first session was on January 30.
      Mindset, Process, Content, Closing Feb Jan Mar 28% 2.25% % Improvement Reduce AHT/ More Calls Better CX experience Q2 Q2 500-800s 80% AHT QA When Impact Goal Focus
    • Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap
      • LOB 2
      • Key Wins
      • Performance Dashboard
      • 4 Blockers
    • Executive Summary for LOB 2
      • CLIENT XX outsourced another line of business to one of our sites in the Philippines
      • Waves 1 and 2 process training started on January 18, 2010 and all 40 trainees we’re trained by Trainer XX with Supervisor X.
      • LOB 2 in the Philippines received the very first call on February 1, 2010. Our hours of operations was from 6am to 3pm PST.
      • A week after the launch date, we immediately stretched out our HOOPS from 6am to 4pm PST.
      • From February 21, our HOOPS is from 6am to 6pm PST.
      • CLIENT XX Supported our Launch and Q1 Operations
      • CLIENT XX John Doe and Jane Doe were at the QC site to support the initial waves and launch date.
      • CLIENT XX Jane Doe 2 and Jane Doe 3 supported us from March 16 to 25.
      • New Training Team Members
      • Trainer XX joined wave 1 as one of the dedicated trainers for LOB 2.
      • Trainer XYZ joined LOB 2 as the Senior Trainer.
      Key Wins
    • Performance Dashboard Summary LOB 2 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Cancel Rate – Lower than 23% or at least plus/minus 2% from Operations MTD AHT – 400 to 700 seconds Quality – 80% Attrition – 20% Client Value Employee Value
      • Overall Cancel Rate
      • AHT
      • Quality
      • Attrition
      Feb Mar Q1 Nesting 12% 63.98% 710.9 16.45% 32.84% 50.40% 769.40 17.90% 27.17% 57.19% 740.15 17.53%
    • LOB 2 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause
      • Observations
        • The pioneer batch have higher cancel rate’s despite the number of support from both Vendor and Client.
        • Wave 3 nesting ended with the lowest cancel rate.
      • Strengths
        • All waves achieved the client requirement of 23% (or less) for Operations. Nesting requirement is plus/minus 2% from Ops performance.
      • Weaknesses
        • Waves 1 and 2 have the highest cancel rate among all the 4 waves.
      • Process
        • There were some changes on the processes as CLIENT XX visits rotated. With Wave 3, they were given rebuttal sheets to still save: Reason 1, reason 2 and reason 3.. This option wasn’t available with waves 1 & 2 and was put to a stop effective wave 4. These types of calls are now considered as dead ends and should be cancelled.
      • Content
        • There was no Train-the-trainer prior to launching the program. Waves 1 & 2 trainer trained and learned as we move along with classroom training.
      Mindset, Process, Content, Closing Feb Mar 28.51% % Improvement Better CX Experience Q2 80% QA When Impact Goal Focus
    • Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap
      • Opportunities
      • Action Steps
      • POC
      • Expected Outcome
    • Action Plan Opportunity Action Steps POC Status Expected Outcome
      • AHT
      • Closely monitor trainees talk time during nesting. All trainers should have CMS access.
      • Trainers to spend more time on role-plays and scenario based training for the trainees to grasp techniques on how to shorten their calls.
      • Training Manager X/LOB 1 Trainers
      • Ongoing
      • Stay within the 500-800 second AHT goal or at least replicate waves 23 and 24’s nesting AHT. (976.08 combined)
      • LOB 1 and LOB 2 QA Scores
      • QAs to do at least 2 audits per trainee during nesting to be submitted on day 3 EOB and delivered by the SMEs/SISs to trainees before graduation.
      • QAs to conduct QA re-roll out on day 3 of nesting for policy reinforcement. QA supervisors from both LOBs to email QA Re-roll out summary to the Training Manager for discussion to the trainers.
      • To require all trainers to rotate in attending QA calibration sessions.
      • Trainers to take 8 hours of calls per month.
      • Training Manager / Quality Supervisors
      • Ongoing
      • To improve QA scores and meet client nesting requirement of 80% QA Average per nestee.
      • Attrition
      • Continue using the CLIENT X nesting scorecard as basis for deliberation among Operations, Training and CLIENT X.
      • Training Manager/ Supervisor/Sr. Trainer
      • Ongoing
      • To mirror March’s low attrition rate. (*Scorecard took effect on March classes for both LOBs)
      • LOB 2 Number of Calls
      • After Wave 5 nesting, consider revising the nesting agenda to reflect less off the phone time. (Ex. Red Alert/QA Training to possibly move to classroom training vs. Nesting – mirror to LOB 1 agenda)
      • Training Manager/ SS Trainers
      • TBD – Early Q2
      • For the trainees to have enough practice while in nesting.
      • To achieve the CLIENT X 130 call requirement per nestee or at least close to 130.
    • Action Plan Opportunity Action Steps POC Status Expected Outcome
      • SME/SIS Ratio
      • To maintain a support ratio in nesting of 1:4.
      • To keep the same SMEs/SIS for at least 3 consecutive waves before reshuffling.
      • Training Manager/ SME Lead
      • Ongoing
      • To maintain better quality of SMEs/SISs and maintain better support ratio.
      • SME/SIS Boot Camp
      • No SME/SIS will be allowed to assist in nesting without undergoing the SME boot camp
      • Training Manager/ SME Lead
      • TBD – Early Q2
      • To make sure all SMEs/SISs were trained on how to do proper coaching before assisting Nesting.
      • Mini Team/Nesting Incentive/ SPIF
      • To propose an incentive program to drive higher close rate/lower cancel rate during nesting.
      • Training Manager/ LOB 1 And LOB 2 Trainers
      • TBD – Q2
      • To motivate and drive performance through rewards and recognition.
    • Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap
      • Q2 2010 CLIENT X Departmental Goals
    • Executing our Goals Q2 LOB 1 and LOB 2 Training Department
      • Trainers will consistently collaborate with QA regarding CLIENT X policies through call calibrations.
      • Training Team will consistently collaborate with Operations and QA to identify the gaps in Operations performance and propose upskilling sessions.
      • Continue our Weekly Training Meeting to share best practices and know what’s going on with both LOBs under the same program.
      • Work with Core Skills department for an integrated Core Skills/CLIENT X Curriculum.
      • Trainer/Sr. Trainer/Training Supervisor/Training Manager Scorecards
        • Non-anecdotal basis for performance.
        • Scoring system that is all performance and result based.
      • Training supervisor/ Sr. Trainer to observe trainers in every new hire training class.
      • Training Manager to Develop Leadership and T3’s to the training team at least on a quarterly basis.
      • Trainers will eventually be cross-skilled (LOB 1 and 2)
      • SMEs/SIS to attend SME Boot Camps before assisting nesting classes.
      • Current CLIENT X Training HC:
        • 3 LOB 1 Trainers
        • 2 LOB 2 Trainers
        • 1 Sr. Trainer
        • 1 Training Supervisor
        • 1 Training Manager
        • To eventually move 1 trainer to fill the LOB 1 Sr. Trainer post.
      Grow the Business Enable our People to Excel Create Real Value Collaboration
    •