Excel Works

This excel file shows the MTD Team Performance as well as the individual performance of each agents. This is also the same file we use during our client reporting where we explain to the clients the details as to how this numbers were achieved. This file has been updated by me as it includes formulas.

This is the daily tasks of the agents under my span. We always make sure that there will be 8 Inbound agents per hour since Inbound Calls are our priority. We also do Outbound Calls but that is only our secondary task, reason why there are hours where we only have 4 agents doing Outbound.

Created this tracker for my personal use. The purpose of this tracker is to monitor attendance to ensure that agents are fulfilling their obligations, such as attending work, meetings, or important events in the company.

I have created this guidelines for my team to serve as a reference point for everyone involved in the creation and delivery of the product or service, from trainers, team leaders, developers and customer support. By following this quality guidelines, the team can minimize errors and defects, reduce QA markdowns, and increase customer satisfaction and loyalty.

Google Sheet Works

This will show the agent where he/she is at on her performance. I do this in order for the agent to know if she is improving or not on her weekly CSAT since our client requested to have their CSAT checked weekly. This also allows me to check on the agents DSAT and discuss it to the agent. 

MS Word



The purpose of the incident report form we created is to document any unexpected or unusual event that occurs within the company, such as violations, near misses, or incidents that could potentially harm people, property, or the environment. This form provides a structured way to gather and record all relevant information about the incident, including the date, time, location, individuals involved, witness statements, and a description of what happened. Incident report forms serve several purposes, including identifying patterns or trends in incidents, helping to identify the root cause of an incident, and facilitating communication between employees and management to address any issues and prevent future incidents. By using incident report forms, the company can improve their safety and security measures and promote a culture of continuous improvement.

The purpose of this coaching form is to facilitate communication between me as Team Leader and the agent in a structured and organized manner. The form typically includes sections for topic, details of the discussion and outlining action plans. I use the form to guide the coaching session and help the agents clarify their objectives, identify areas for improvement, and create a plan for achieving their goals.