Sample QBR Slides

SAMPLE QBR LOB 1 and LOB 2 Q1 2010 Quarterly Business Review ,[object Object]

Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap ,[object Object],[object Object],[object Object],[object Object]

Executive Summary for LOB 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Key Wins

Performance Dashboard Summary LOB 1 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Close Rate – 24% Metrics 2 – 50% AHT – 500 to 800 seconds Quality – 80% Attrition – 20% Client Value Employee Value ,[object Object],[object Object],[object Object],[object Object],[object Object], Q1 2010 Jan Feb Mar 40% 78.17% 1093.11 67.32% 23.29% 16.67% 87% 1011.41 81.82% 12.79% 28.57% 77.75% 1026.87 71.87% 23.77% 14.29% 68.08% 976.08 66.48% 24.59%

LOB 1 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Mindset, Process, Content, Closing Feb Jan Mar 28% 2.25% % Improvement Reduce AHT/ More Calls Better CX experience Q2 Q2 500-800s 80% AHT QA When Impact Goal Focus

Executive Summary for LOB 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Key Wins

Performance Dashboard Summary LOB 2 Nesting Performance to Goal (Q1 2010) 100% - 104% of goal 85% - 99% of goal <85% of goal 105% > of goal New Hire and Nesting Goals: Cancel Rate – Lower than 23% or at least plus/minus 2% from Operations MTD AHT – 400 to 700 seconds Quality – 80% Attrition – 20% Client Value Employee Value ,[object Object],[object Object],[object Object],[object Object],Feb Mar Q1 Nesting 12% 63.98% 710.9 16.45% 32.84% 50.40% 769.40 17.90% 27.17% 57.19% 740.15 17.53%

LOB 2 Q1 Nesting Performance Priorities to Improve How are we doing? Performance to Goal Trending Diagnosis/Root Cause ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Mindset, Process, Content, Closing Feb Mar 28.51% % Improvement Better CX Experience Q2 80% QA When Impact Goal Focus

Action Plan Opportunity Action Steps POC Status Expected Outcome ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Action Plan Opportunity Action Steps POC Status Expected Outcome ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Agenda LOB 1 Executive Summary LOB 2 Executive Summary Training Action Plans Recap ,[object Object]

Executing our Goals Q2 LOB 1 and LOB 2 Training Department ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Grow the Business Enable our People to Excel Create Real Value Collaboration

Sample QBR Slides

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Sample QBR Slides