Prepare for a 1:1 meeting

It's important to always stay in contact and clearly communicate with your team mates. Apart from the group meetings, where you can announce any updates or team achievements, you would also benefit from arranging individual meetings with your Agents.

To find out more about how these meetings can help your team become Customer Support heroes, check this article!

Let's get you ready you for those!

When should I schedule a 1:1 meeting with my Agent?

Ensure a weekly meeting for regular contact, and consider additional sessions for urgent matters.

You should schedule a 1:1 meeting if:

• 🔄 The Agent repeats mistakes despite QA rating and feedback.
• 📉 Results on the Agents Scorecard show a significant decline.
• 😟 You sense demotivation in your Agent.
• ❌ The Agent consistently fails to meet Mission objectives.

If any of these apply, initiate a 1:1 meeting to address and guide them toward improvement.

What should I prepare as a Team Lead for the 1:1 session?

When participating in a Coaching session with your Agent, it is crucial to present the opportunity points that you have noticed and tips that will help to improve these results.

For a successful coaching session with your Agent, ensure you're ready by:

• 🗂️ Reviewing any pre-created Coaching Cards with comments/tasks.
• 📊 Gathering metrics affected on the Agent Scorecard.
• 🚦 Identifying QA-rated tickets with recurring mistakes.
• 📚 Compiling relevant information sources (Help Center, Knowledge Base, Internal procedures).
• 🌐 Collecting examples of well-handled tickets from colleagues.
• 📈 Utilizing a Heatmap of the Agent's Scorecard results for progress tracking.

Having this information on hand allows you to:

• 🎯 Pinpoint mistakes and discuss them.
• 🚫 Prevent recurring errors.
• 🗣️ Encourage discussion and justification of results.

You can read more about it in this link!