5 root cause analysis tool

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DESCRIPTION

"tell me about…"

"Show me how to…"

When something within the organization is holding the individual back

When something outside of the organization is holding the person back

When the individual refuses to demonstrate behavior 

If nothing else can be identified then root cause will be categorized as "feedbac

Yellow fields require text input from the Team Leader or agent.

Click on the blue fields to select an answer to each of the questions.

 All blue fields must be selected before moving to the next question or the next page.

Green fields display root cause analysis results and Team Lead next steps.

Click on the 'Start' button to begin using the Root Cause Discovery Tool.

External Environmental

Motivational

Feedback

 Agent Name:

Behavior:

Invernal Environment

ROOT CAUSE

Knowledge

Skill

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".

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Knowl"Explain t

QUESTION:

 AGENT

RESPONSE:

QUESTION:

 AGENT

RESPONSE:

RESULT:

 ACTION:

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edge  me …" 

Have agent explain the importance of meeting the expectation for this KPI.

Was the agents response satisfactory?

Have the agent explain the process and/or procedure associated with this KPI.

Was the agents response satisfactory?

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choose

choose

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Skill"Show m

QUESTION:

QUESTION:

RESULT:

 ACTION:

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  …" 

Have the agent demonstrate the behavior (skill).

Did the agent demonstrate the behavior satisfactorily?

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Intern"Tell me

QUESTION:

RESULT:

 ACTION:

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l Enviromental" 

Ask the agent, "Are there any work related issues keeping you from meeting expectations for

this KPI?"

What was the agents answer?

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Extern"Share wi

QUESTION:

RESULT:

 ACTION:

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al Enviromental  h me …" 

Ask the agent, "Are there any non-work issues that are keeping you from meeting

expectations for this KPI?"

What was the agents answer?

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Motiv"Are you

QUESTION:

RESULT:

 ACTION:

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tionalilling to …" 

Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness

to do it?"

What was the agents answer?

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Feedb"Let's revi

NOTE: -

--

QUESTION:

RESULT:

 ACTION:

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