How do I compare reps fairly when they get different lead sources and shifts?
Compare within cells, then roll up. Compute each rep's booking rate separately for each lead source, call type and daypart, and compare them only against …
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Coaching & QA
Rubrics, evaluation and coaching customer-facing teams.
How do I coach a fifteen-year CSR who thinks call scoring is an insult?
Start with their calls and their strengths, not the team average. Veterans usually object to being measured by a standard someone else wrote, not to feedb…
Why do coaching gains fade after a few weeks?
Because the new behavior was never made cheaper than the old one. Under call pressure people revert to whatever takes the least effort and attention. Gain…
How do you tell a coachable behavior from someone's personality?
Ask whether you can state the change as a specific thing to say or do at a specific moment. "Ask for the appointment before discussing price" is coachable…
How often should you coach a CSR on their calls?
Short and weekly beats long and monthly. Fifteen minutes a week on two or three specific calls, within a few days of when they happened, changes behavior.…
Two managers scored the same call differently. Who is right?
Usually neither — the rubric is ambiguous. Disagreement between two honest scorers is a measurement problem, not a judgment problem. Fix it by having both…
What counts as a bookable call?
A call from someone who could have been booked on that call: a real prospect or customer, in your service area, asking for work you actually perform, who …
Where does AI call scoring get things wrong?
Mostly where the audio is poor or the truth is not in the audio at all. Crosstalk, background noise, speakerphone and weak cell connections degrade transc…
Why do two managers score the same call differently, and how do I fix it?
Because the criterion is written as a judgment instead of an observation. "Built rapport" invites disagreement; "used the customer's name before asking fo…
Will AI call scoring unfairly penalize reps with accents or fast, short call styles?
It can, if nobody checks. Transcription accuracy varies with accent, audio quality and background noise, and rubrics carry unstated length assumptions tha…
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