Module 6 Workbook
Exercise 1: Current State Assessment
Answer honestly:
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How many customer messages do you receive per day? _____
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How many can you handle personally? _____
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At what point did/will you become overwhelmed? _____
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What type of inquiries take most of your time? _____
Exercise 2: Structure Selection
Based on your business, select your target team structure:
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Shared Inbox
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Dedicated Agent
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Specialized Routing
Explain your choice in one paragraph. What factors led to this decision?
Exercise 3: Role Definition
If you were to hire your first team member tomorrow, define:
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Job title
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Primary responsibilities
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Required skills
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Success metrics
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Training plan
Exercise 4: Metrics Baseline
If you currently have conversations, calculate your baseline:
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Average response time: _____
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Average resolution time: _____
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Conversion rate: _____
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Estimated customer satisfaction: _____
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Revenue per conversation: _____
Set targets for 30, 60, and 90 days.
Exercise 5: Quality System Design
Design your quality maintenance approach:
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How often will you review conversations?
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How will you collect customer feedback?
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What is your training schedule?
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How will you recognize and reward excellence?