Floor Process Evaluation 2023

How many follow-ups should agents on SMART Process #2 receive in a week?

• 1

• 3

• 2

• None

How many follow-ups should agents on SMART Process #4 receive in a week?

• 4

• 5

• 3

• 2

How many follow-ups in a week should agents on SMART Process #5 receive?

• 3

• None, after 4 weeks of not getting results we should proceed with termination

• 2

• 4

What is the SMART Process?

• A disciplinary process to terminate agents who struggle to achieve their goals.

• A process to determine if agents are top performers or bottom performers.

• It is a development action plan that provides clarity, focus and motivation to help improve the agent’s ability to achieve success

 

OM is not required to Alert Director, Site Director, Regional VP and HR when agents move to SAMRT Process #3.

• True, OM is the one in charge of every step in the SMART Process

• False, OM must Alert Director, Site Director, Regional VP and HR when an agent is on Smart #3 and review all observation scores

 

When an agent is on SMART Process #3 the director must perform one Coach Observation and one Reverse Observation throughout the week.

• True, directors should be involved in the SMART Process

• False, OM should be the one in charge of the SMART Process

In SMART Process #4 one of the coaching sessions will be accompanied by a Coach Observation from the Site Director/Regional VP.

• True, all leadership team should be involved in the SMART Process

• False, director and OM should be the one in charge of the SMART Process

When do we proceed to termination in SMART Process #5?

• If Director request HR for termination

• If the process has been 100% followed by operations and management has provided all necessary, help but the agent still failed

• If most of the process was followed and Regional approved termination

If an agent is hitting their lag goals and missing the lead goals (Behavior) then normally this person will move up in SMART Process.

• False, Agent achieved the lag goal so they can get a pass.

• True, because behavior creates predictability. If we cannot predict your success, we know (from experience) the agent will eventually fail.

If an agent is hitting their lead goal and missing the lag goal, then normally this person will move up in SMART Process.

• True, because what they are doing is not resonating in performance.

• False, if the agent achieved the Behavior its fine.