06 1 / 2013
… to remind myself that contrary to popular belief, I was productive last year.
… to tell myself that my transfer was one hard decision I actually learned to stand up for. And, yeah, it turned out well.
… I can still write in good English. Not perfect, but unlike ________, _________, ________, among others.
… in case someone deletes this from my office files.
Being re-hired by TeleTech early in 2012 was a welcome movement for me to start the year. I realized I thrive in TeleTech’s culture and working environment, having been part of 3 other TeleTech sites in the past. This eagerness and drive, together with the experience I gained from two separate program launches years back are what I considered as my main contributions in 2012.
The first few months after the launch turned out productive and positive for me and the team, being the first TL in the program to be recognized for scoring highest in Team Reliability, as well as a good portion of the team occupying the top tier in performance ranking. It also proved to be a good motivation for the team, who turned out to have the lowest attrition rate for the first few months.
What I may have lacked in financial account background I made up for with willingness to get immersed in the process and learn everything first hand. This made it easy for me to get my hand on some important processes and workarounds — those involving ***, *** and ***, ***. I was even able to help create a reference material for the ***, which is still currently used in new hire training. At the same time I make sure to contribute what I know best — systems. I helped onboard the first few agents with the ***, which was a huge deal in terms of call handling using the soft phone system. I also helped assist agents handle calls and shift between tools during outages.
When a number of agents in the team got attrited due to performance, a few changes happened with the team assignments and I experienced Quartile 4 agents, with a slightly controlled glidepath and personal targets. I worked closely with the team as we edge our way up and improve our scores, and with proper coaching and collaboration, ensured a steady improvement in Quality scores and AHT, until we ultimately finished the year with a passing QA score and certainty of not being at the bottom rank unlike how it was when we grouped in September.
A few process improvement projects, action plans, and agent development plans were pended and carried over the following year, which I will most certainly focus on to help the program achieve its goals as it turn a year older. But I am confident that the key contributions I made last year, some of which have been mentioned above helped get the program to where it is right now after a successful launch.