The document outlines a training course to improve the performance of underperforming customer service agents. The 4-week course aims to advance agents' skills in customer satisfaction (CSAT) and relationship metrics (NES) through 60 hours of training. Agents must meet targets of 68% for NES and 93% for CSAT or face disciplinary action. The facilitator will track agents' progress, issues, and results to present to management. The goal is to transform bottom performers into positive contributors through a structured program addressing the key factors affecting CSAT and NES.

1. PROJECT NAME: ENHANCEMENT TRAINING COURSE
MISSION:
1. To improve personnel performance from RED to YELLOW & YELLOW to GREEN
2. To increase the relationship metric (NES) and customer relation (CSAT) capabilities of
the participants
3. To advance the skills of the participants, so as they would become positive contributors
once they return completely to their respective teams.
VISION:
1. To have bottom performers perform independently and contribute positively to the
team’s overall performance
2. To rank higher than St Lucia and Jamaica contact centers worldwide
TIMELINE:
- 20 business days to advance the performance of the participants from the bottom
performance to mid or excellent. Approximately 60 hours
DIRECTIVE:
1. The said program will act as a training course which will take up 4 hours of the agents’
shift for purely training for the first 2 weeks, then lessening on the 3rd & 4th week to 3
hours.
2. Participants who are unable to complete the course or fail to meet the required target of
68% for NES and 93% for CSAT, will be given an extension of 1 week to reach said
targets, if not incur a PEP or an increased level to their pre-existing PEP level, all of
which will be based on the company guidelines and discretion of the TL.
Limits on accountability of facilitator:
1. Participants will still be kept under their respective Team Lead’s myMint & PeopleSoft.
2. Team Leads will introduce the said program to the participants and sell the idea of
enhancement or development.

2. 3. Facilitator will ask for help from the Team Leads for them to monitor at least 2-3 calls
made by the participants by the second week, to be able to get an objective analysis or
view on the improvement of the said participants based on how they used to do calls.
4. Team Leads to give constructive feedback to the facilitator which can further improve the
project and address any concerns not raised.
DELIVERABLES:
1. Submit or publish weekending improvement rate for Managers to be able to assess the
progress of the program.
2. Create daily log of issues or concerns raised by participants, topics discussed, topics
which are still unclear to the participants, and personal targets. (For facilitator’s personal
use, available upon request).
3. Present detailed results as to the improvement rate of the participants to management at
the end of the project timeline, for management to be able to assess as to the standing
of the said participants.
OBJECTIVE:
1. Create a structured program that will support and facilitate the accomplishment of the
mission and vision of the project.
2. Determine and address issues of bottom performers affecting the two main metrics
CSAT and NES.
3. Address internal concerns of the agents which affect their motivation & give feedback
once these concerns have been raised to management.
4. Attempt to address all the components which affect NES & CSAT.
5. Establish and instill the need to focus and improve on the relationship metric.
GAMEPLAN:
1. Mission, Vision, Objectives
2. Determine the Content
a. Cause and Effect Analysis
i. Components that affect CSAT and RCA
ii. Common factors: Cause and Effect Diagram

3. iii. Key Points to address (What they need to be trained on, what they think
affects their NES & RCA)
b. Key Challenges and Strategy
3. Identify the Components of the Program (training subjects)
a. Objective (Key Points)
b. Content (Modules)
c. Methodology (Calendar)
4. Timeline and Calendar
5. Group dynamics (Determine key factors affecting motivation and knowledge)
6. Quizzes
a. Daily Pop-quiz (Learning checkpoint)
b. Final assessment
7. Redundant Coaching (Retention of motivation & knowledge)