Generic selectors
Exact matches only
Search in title
Search in content
Search in posts
Search in pages

Reply To: Improving call handling quality – QSL’s

#18467
Chris
Guest

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!