Toolkit
Templates and a guide taken from how I run support operations. Download them, use them, change them. Every name and number inside is invented.
- Guide Rating new-hire risk: green, amber, red A simple way to decide which new people need more support in their first months, and to check whether you guessed right.
- Template Team roster and attrition template Track who's on the team, where each new person is on their glide path, and when and why people leave. Attrition, leave reasons and hiring plans calculate themselves. Download the Excel file
- Template QA scorecard template A three-section QA rubric with Yes / No / N/A scoring and section-level critical fails, plus agent and team views that show where coaching and training should go. Download the Excel file
If you'd like one of these fitted to your team, get in touch.