Improve
Coaching
Recurring failures raise coaching items automatically. Effectiveness is the measured score change on the triggering criterion, not a completion tick.
Was the issue resolved, or a clear next step and owner given?
Raised automatically by coaching rule.
Did the agent acknowledge the customer's situation appropriately?
Raised automatically by coaching rule.
Did the agent request or accept NRIC digits as a means of verifying identity?
Agent is still using NRIC digits to verify callers. Must move to OTP before the PDPC deadline.
Was the caller's identity verified before account details were discussed?
Raised automatically by coaching rule.
Did the agent acknowledge the customer's situation appropriately?
Raised automatically by coaching rule.
Was the issue resolved, or a clear next step and owner given?
Raised automatically by coaching rule.
Did the agent maintain a professional tone throughout?
Raised automatically by coaching rule.
Was the information the agent provided accurate and complete?
Raised automatically by coaching rule.
Did the agent request or accept NRIC digits as a means of verifying identity?
Agent is still using NRIC digits to verify callers. Must move to OTP before the PDPC deadline.