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Reply To: Improving call handling quality – QSL’s


I swear by role play!!! I have a generic form that the advisor completes during the session, and I demonstrate what I am looking for in a call. We discuss my effort, and I ask the advisor questions on how they can improve their call structure. We document they have achieved this once demonstrated and they sign. I’ll crack a few jokes and throw in a few red herrings throughout, it usually does the trick!