1. AOL Members Services, Utah
Ric Waiters Page 1
Company Targets
X of X 85%
IPH 5.44
Transfers 30%
CCC Survey 5.0
Floor FTE 100%
Satisfaction 85/90/74
Development
X of X
Due to forecasted staffing changes
this goal has been set under the
company target. This goal includes
MHI performance
IPH
This target contains goals for
Windows Talk Time, SOD, idle, and
schedule adherence.
Listed to the left are the key targets that I feel are ground work for
the success of the Utah call centers Windows tech and MHI queues.
In the following documentation I will outline quarterly/monthly
goals for reaching the company target. Also provided alongside of
these goals will be the following information;
• Who Group held accountable for goal
• How Brief description of process for achieving goal
Month 1 Month 2 Month 3 Quarter
60% 65% 75% 75%
Who Coaches, AGM
How
• Coach low hanging fruit and manager underachievers
• Hand written Thank you cards for performance improvement
Windows Tech Talk Time
Month 1 Month 2 Month 3 Quarter
7:30 7:30 7:15 7:25
Who CCC’s, Coaches, AGM
How
• Modify corrective process (Coach plan for assistance)
• Reduce mentor transfers
• Market to CCC’s goal of 45 calls a day
• Daily accountability by coaches for performance
• Coach meetings: behavior identification and modification
• Tech bucks for CCC meeting call time expectations
• Establish daily OMT goal of 10%
SOD
Month 1 Month 2 Month 3 Quarter
85% 85% 85% 85%
Who Coaches, AGM
How
• Daily coach accountability in group huddle
• Corrective action plans for any unexcused leave time
• End of shift ritual (to be announced at later date)
To: General Manager Ogden, Utah
Subject:Department Operation Plans for Technical and MHI

2. AOL Members Services, Utah
Ric Waiters Page 2
IHP cont.
Goals for Idle percentage and
Schedule Adherence are listed as
Interactions per Scheduled Hour
goals
Transfers
CCC Survey’s
Idle/Schedule Adherence
Month 1 Month 2 Month 3 Quarter
4.00 4.50 5.00 4.50
Who Coaches, AGM
How Please see Talk Time and SOD goals
Month 1 Month 2 Month 3 Quarter
30% 30% 30% 30%
Who CCC’s, Coaches, AGM
How
• Market 1 Million DSL membership goal
• Improve CCC understanding of transfer products (Talk.com,
Cendant)
Employee Opinion Survey
Quarterly goal
5.0
Who Coaches, AGM, HR, GM
How
• Educate coaches on new focus: hiring and retaining good
citizens in department
• Use all call center resources to educate employees
• Establish positive queue rituals
1. Hockey sweaters
2. Tech bucks
3. Future rituals to be announced at later date
• Weekly Coach newsletters (Email)
1. Team performance
2. Acknowledge individual achievements
3. Feedback on questions from peers
4. Policy and procedure
• Monthly AGM newsletters (hard copy)
1. Department goals and graphs
2. Call Center wide concerns
3. Coach recognition
4. Monthly team article
5. Department CCC of the month
• Identify future leaders and support their development

3. AOL Members Services, Utah
Ric Waiters Page 3
Floor FTE
Due to unknown staffing changes in
RRV and Partners department I
would like to maintain a small
cushion to support call center future
needs in other departments. This also
minimizes the need to hire new
CCC’s during peak Windows
session.
Satisfaction
This area consists of Courtesy, First
time Fix rate, and Knowledge. MHI
performance is also included.
Development
Month 1 Month 2 Month 3 Quarter
110% 110% 100% 100%
Who Coaches, AGM
How
• Market Windows queue as positive queue to be in
• Train coaches to identify and retain CCC’s
• Hold queue staffing discussions
Month 1 Month 2 Month 3 Quarter
90/66/80 90/68/80 90/70/80 90/70/80
Who CCC’s, Coaches, AGM
How
• Weekly coach presentation of Click2Coach sessions
• Coach accountability for Sherlock usage
• Coach predetermined Case-a-day’s
• Reduction in mentor transfers
• Documentation of all call backs
Who CCC’s, Coaches, Trainers, AGM, GM
How
• Mentor uptraining for Senior consultants
• AOLU resources for Coach team
• Monthly coach presentations