QUESTION $3$

$(25$ marks$)$

Six months after the $20$ contact centre sales agents have been trained using your HRD programme, performance problems start to emerge. Five of the contact centre sales agents are not making the required number of sales calls per day and as a result sales are falling. The contact centre manager has contacted you indicating that he wishes to dismiss these five contact centre sales agents due to their poor performance.

As HRD manager, write an email to the contact centre manager in which you highlight the importance of coaching to remedy poor performance. Provide guidelines, with examples, as to how the contact centre manager should go about coaching the five poor performing contact centre sales agents.