Diagnose
This system allows you to view your team's QA scores on an individual and overall team level.
EvaluAgent
During the Validate step, you will investigate your hypothesis by:
Call listening
True or False: The plan of action almost always results in coaching.
TRUE
During the ______, you'll communicate to the agent being coached what the session is about, as well as share findings from the diagnosis and validate phases.
What
This is the CREED dashboard that allows you to see ROC (Ready on Call) in real time on a granular level.
Five9 Agent State Time
You'll use this system for call listening to validate your hypthothesis.
Five9
During the _______, you'll inform the agent that you will be reaching out with a Teams message while live listening to ensure behavior is continually being demonstrated on every call.
Follow-up
During the _____, you'll have the agent perform the behavior in a role play to show that they understand how to execute the behavior.
How
__________ can be used to inform daily huddle topics.
Team metrics
Best practice is to pull _______ calls.
Three to five
When setting expectations, you should determine _____ tangible action(s) the agent will do/commit to using that will ensure prolonged behavioral changes in the area coached.
One
During the ____, you'll explain how changing the behavior being coached is important to the agent, members, and GoHealth.
Why
______ is the metric that shows if the call turned into a sale.
Conversion
When a call has a longer handle-time and low conversion in the CREED report, it's common there is an issue in the ________.
Plan presentation
True or False: Before coaching, have a call pulled beforehand and time stamps ready to identify behavior
TRUE
Your Directors of Sales will use ______ to score coachings, to be able to provide feedback on how to improve.
The coaching scorecard