There are times where you may be reviewing a call and think "This needs to be a coaching request".


Complaints equal approximately 0.0006% of total orders placed, but there are quite a few more that do not get reported because the stores or franchisees do not have time to report them in a timely manner, or they build up a list and send a bunch of reports in one email.


To make sure the agents are doing their best, we need to make sure we send a coaching request whenever it is needed. If you are reviewing calls on down time, or come across a call when investigating for another call, where you think that the call needs coaching, send an email! there is no harm and it will only help the call center perform better, speak better, understand better, and make for a better overall experience for Domino's customers. 


TABLE OF CONTENTS



Report a coaching request due to a client complaint


The following email template should be used when reporting an issue due to a store complaint. There are 3 levels of requests to use. Unless you are working with multiple agents (which should be identified in the subject line), please ensure you update the 'AGENT' portion of the subject line to include the agent's ID.


Coaching Opportunity

A coaching request is a form of "retraining" an agent on a specific item due to the fact it has caused or will likely cause a complaint from the store. These would range from missing a topping, to advising a customer they cannot deliver to their location (after you validate the address as a deliverable address).


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Coaching Opportunity - AGENT

Body: 

Hello team,

 

Can you please coach the agent for the following?

 

Contact ID

Customer Phone Number

Agent

 

Complaint

 

Notes:

 

Requested Action:


Reprimand Request

In a more severe case, where the agent needs more than just coaching due to putting someone at risk for something such as not adding delivery notes to watch for a dog, or something along those lines, this would be the email to use. This is more of a "we don't want the agent removed but we need to make sure they know how bad this is" email.


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Reprimand Request - AGENT

Body: 

Hello team,

 

Can you please coach the agent for the following?

 

Contact ID

Customer Phone Number

Agent

 

Complaint

 

Notes:

 

Requested Action:


Removal From Program Request

This is exactly as it sounds. We want the agent removed from the Domino's program due to blatant disregard for rules and procedures. This would be used if the agent was caught deliberately falsifying information or repeat offenders where a reprimand was requested but the issue with the specific agent persists.


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Removal Request - AGENT

Body: 

Hello team,

 

Can you please remove this agent for the following reason?

 

Contact ID

Customer Phone Number

Agent

 

Complaint

 

Notes:

 

Requested Action:


Report a coaching request for an issue not involving a client complaint


The following email template should be used when reporting an issue found when reviewing calls. There are 3 levels of requests to use. Unless you are working with multiple agents (which should be identified in the subject line), please ensure you update the 'AGENT' portion of the subject line to include the agent's ID.


Coaching Opportunity

A coaching request is a form of "retraining" an agent on a specific item due to the fact it will likely cause a complaint from the store. These would range from missing a topping, to advising a customer they cannot deliver to their location (after you validate the address as a deliverable address).


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Coaching Opportunity - AGENT

Body: 

Hello team,

 

Can you please coach the agent for the following?

 

Contact ID

Customer Phone Number

Agent

 

Notes:

 

Requested Action:


Reprimand Request

In a more severe case, where the agent needs more than just coaching due to putting someone at risk for something such as not adding delivery notes to watch for a dog, or something along those lines, this would be the email to use. This is more of a "we don't want the agent removed but we need to make sure they know how bad this is" email.


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Reprimand Request - AGENT

Body: 

Hello team,

 

Can you please coach the agent for the following?

 

Contact ID

Customer Phone Number

Agent

 

Notes:

 

Requested Action:


Removal From Program Request

This is exactly as it sounds. We want the agent removed from the Domino's program due to blatant disregard for rules and procedures. This would be used if the agent was caught deliberately falsifying information or repeat offenders where a reprimand was requested but the issue with the specific agent persists.


To: nusupport@agentsonly.com 

Cc: alaric.nel@nusutus.com; nick.bouman@arria.com; jason.haslam@nusutus.com; bee.majumder@nusutus.com

Subject: Removal Request - AGENT

Body: 

Hello team,

 

Can you please remove this agent for the following reason?

 

Contact ID

Customer Phone Number

Agent

 

Notes:

 

Requested Action: