CRITERIA 1 ⚡
“This polite word keeps your call fully charged with courtesy and respect,, and has to be used twice on every call.
What is "Please"?
This word closes the gratitude loop and leaves your caller feeling appreciated, and should be heard at least once per call.
What is "Thank You"
This is the first thing your caller hears, it's your chance to shine with accuracy, clarity, and energy.
What is the Tagline (Answer Phrase)
This is how long you have to power up and connect before the caller hangs up.
HINT: Every second counts — the goal is to answer before the clock hits this mark!
What is 60 secondS?
She is sometimes referred to as the "MOM" at Nationwide Inbound
Who is Ann?
“This skill helps you ‘plug in’ to your caller’s feelings and show genuine care.”
What is Empathy?
This step shows the caller you’re listening, by summarizing their concern in your own words.
What is restating the issue?
This verbal boost calms worries and reassures callers that their concern is being handled.
What is Reassuring the Caller?
This awkward silence can drain your call’s energy faster than a dead battery.
What is dead air?
Who is Haley T.?
When you’ve got this, callers instantly trust your words and knows their needs will be handled.
What is Sounding Confident and Knowledgeable?
Your callers can hear this even before you say a word and it powers your professionalism and makes the conversation flow smoothly.”
What is Attitude?
Pleasant, professional, and appropriate for the caller’s mood and this quality keeps your call fully charged
What is Tone of Voice?
This ensures the caller hears everything they need — nothing skipped, nothing missed, every line delivered fully.
What is Reading the Script in its entirety?
These people make winning ATSI & CAM-X possible.
Who is All of the agents?
Think of this as the power switch at the end of your call, you’re signing off fully charged and leaving a positive impression of the company they called
What is Closing the call including the business name?
This step ensures you’re speaking with the right person it’s also polite, professional, and prevents mix-ups.
What is Verifying the caller's name?
To keep your connection strong and avoid dropped signals, this info must be checked every call.
What is Verifying the phone number? 📞
Think of this as confirming the caller’s coordinates, by getting it right to avoid sending your tech on a wild ride.
What is Verifying the address?
This person makes the most posts in the Technical Alert Channel
Sam.
The abbreviation for Association of Teleservice International
What is ATSI?
The abbreviation for the Canadian Call Management Association.
CAM-X
This quality keeps the call lively and connected from the first hello to the final goodbye.”
Hint: Be present, interested, and responsive, and don’t let your energy drop!
What is Engagement?
Like the final spark at the end of a fully charged battery, this leaves callers with a positive, lasting impact!
What is Overall Impression?
He’s the top ‘charge’ at Nationwide Inbound, keeping the company fully energized and driving excellence every day. ⚡
Who is Brian Stewart? 💡