Coaching Feedback for BPO Partners
Cinch plays an important role in the development of our Third Party (BPO) agents by providing claim-specific coaching feedback. It is important to deliver such feedback in a timely manner so we can prevent errors that could have a negative impact on our customers, as well as to expedite service job resolution.
All coaching feedback to Third Party agents will be sent by the Cinch Agent to their direct Supervisor or Manager, who will then review the feedback to ensure accuracy and forward it to the appropriate BPO management team using one of the following email addresses:
All coaching feedback emails for Accedo, Arise, Qualfon, Telus, and Teleperformance must also have the below Vendor Managers copied on them:
- Kit Chapman: cchapman@cinchhs.com
- Yanely Filgueiras: yfilgueiras@cinchhs.com
If a Supervisor is sending the coaching email, they should copy their Manager as well.
All agents (Cinch and Third Party) can be found in the Interchange by using the Employee Phone Directory on the Cinch Portal.
- In the event an agent cannot be located, the Supervisor/Manager should contact the BPO Vendor Manager/Director Jose Castillo (CS) or Yanely Filgueiras (Retention) to determine the group to which the agent belongs.
- For Dialog Direct coaching/feedback, email the Qualfon contact at Qualfon Customer Service: Ops-CinchCR-DL2@dialog-direct.com.
Coaching Email: What to Include
The Supervisor, Manager, or Quality Assurance Representative will include the following information in the coaching email:
- Service Order, Service Job, Claim Number, Contract Number
- Coaching Opportunity
- The Supervisor/Manager is responsible for reviewing the contents in the email to ensure it is professional and factual, is not opinionated, and does not include judgment comments.
- Knowledge Base links should be included as needed.
- If an action is required, please identify this by entering ACTION REQUIRED followed by the Service Job Number in the Subject Line.
- If immediate action is required, please identify this by entering IMMEDIATE ACTION REQUIRED followed by the Service Job Number in the Subject Line.
- Aside from what the coaching opportunity is, identify exactly what corrective action is required in the body of the email. If the action has been taken care of, advise accordingly.
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