4 BSBLDR522 Handover Notes - Carlos D

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Handover notes
Customer Support Department
Online customer support team:
The performance of the online customer support team and online operational procedures have been reviewed and customer survey results analysed and recorded. Here is an overview of the results:
	Performance outcomes - [April - September 20XX]
	KPI
	Result
	Online Performance metrics
	First Contact Resolution Rate (FCR)
	95%
	86%
	
	Average First Response Time
	20sec
	25sec
	
	Average Resolution/Handle Time
	6min
	15min
	
	Complaints Resolution Rate
	98%
	52%
	
	Complaints Escalation Resolution Time
	2 days
	7 days
	Customer survey results
	Overall customer satisfaction
	93%
	72%
Online customer support staff:
Level 1:
Sharon Jenkins
Good technical skills and works well in a team. However, overall customer satisfaction is below the agreed KPI as she is underperforming across all performance metrics for the team. A recent incident while handling a customer complaint resulted in the customer making a formal complaint. It was identified that Sharon failed to empathise, listen carefully to the complaint and did not escalate to a more experienced member but put the blame back on the customer. Sharon will need further training and coaching and must be informed of the BizOps codes of conduct. 
Bill Johns
Transferred from a warehouse position one month ago after injuring his back. Doing exceptionally well in the online customer support position. Deals with the most challenging customers without raising his voice.
Level 2:
Jasmin Holman 
Excellent performance and enthusiastic worker. Tends to do more than she is assigned and occasionally takes over customer issues assigned to other people.
Louie Smith 
He has excellent rapport with customers. Has excellent technical skills. A good person to use when problems need to be solved.
Level 3:
Nick Coutos
Meets all expectations of the job. As the longest serving team member, his expertise is often sought after by others. Despite this, he is reluctant to deal with change.
Angela Adams 
Results have become increasingly unsatisfactory, lower than at her last review, with an overall poor performance on the job. Her poor performance includes:
· providing poor-quality customer support
· providing incomplete and sometimes inaccurate information to customers
· poor verbal communication manner
· decreased level of professionalism
· a number of complaints from customers.