Grading section
Delay in greeting
Prepared for call
Live transfer completed
Agent referral completed
Most likely to speak Spanish on calls
Amber Fevrier
The rental expectation not being set
Redflags
The customer agreed to the transfer but now doesnt want to move forward
Most likely to argue with customers
Jasmin Descartes
"Team/member of the team" not being read when necessary
Overall Process
Call ended while speaking with the agent. CER was unable to get the customer back on the line.
Schedule call back
Most likely have internet issues on intro
Terilee Amedee
The referral partnership not being mentioned during transfer
Transfer
All prequal questions asked, the customer does not qualify to purchase.
Not serviceable/Not interested
Most likely to disposition non referrals inaccurately
Kyla Edward
The consumer's information being passed over to the wrong agent
Agent Matching
Accepted late lead hangs up during transfer
Consumer - not interested
Most likely to create their own scripting
Mikheal Levine