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Call Skills & Quality Review by Mind Map: Call Skills & Quality Review
5.0 stars - 1 reviews range from 0 to 5

Call Skills & Quality Review

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Back to Basics Programme, Groups of 10, Introduction & Message, Tonality - Pitch - Pace, Call Structure & Flow, Need identification, Cosultative questioning (identifying key & value add information), BANT verification, Listening skills, Call waterproofing, Closing the call & gaining commitment

Other, Consistency of Message (lead call to lead notes), Verbal verification (TL/LTMC re-calibration sessions), TLs to go through Induction, Group sessions for verifications (recalibration)


Sales Training, Consultative Selling, Objection Handling & Negotiation skills, Professional, credible sales questioning skills, Professional, credible sales listening skills, Building credibility & rapport on a call, Call Structure & Call Objective setting

Business Structures, DMU structures (incl. influencers & technical experts who would review & feedback), PA's, etc: how to contact DMs

Procurement/Sales Cycles, by vertical, by segment, tenders, preferred supplier listings, 3rd party involvement, DMU financial structures



Buddy System



Verbal Checks


Feedback given to TMC on the spot

Changes made to lead before sending to QC


L&D, Checks linked to Skills Matrix, Review of Lead Template, Re-calibration sessions with TLs/TMCs

Quality, Checks linked to Skills Matrix, % of verbal checks to be agreed by prog type (i.e. LG, Profiling)

Marketing, Documented process linked to client complaints

QI, Link of call to data

Call Recording, Flag leads, Mark with comments

HR (PIPs & Disciplinaries)


Frequency of checks

Frequency of updates (1-2-1 & general)

PDP - Career progression - Longevity


False Leads, Disciplinary

Magic Numbers


Review of QC role, Sweeper system, TL spot check


TLs to meet with Team to explain

TLs to communicate process and implications

Tracking & Reporting

TLs to listen to ALL leads

Language resource for verification

TL to determine requirement

HUB to assign resource

German resource to be obtained

Volume of verifications to be agreed

Ability assessments to be organised

To form part of Skills Matrix & QC Report



Call Analysis

Call classification

Call flow

Call guides

Tracking of call disposition

Evaluation of call effectiveness

Agent Skills Assessment

Evaluation of agent skills, Communications (listening, call control, coice presence, pace), Call flow management (effective and efficient), Call standards compliance (policy, script/guidelines, messages), Knowledge (product, system, process), Sales or problem resolution skills, Listening skills, Relationship building (rapport, collaboration, continuity), Conflict resolution (difficult or upset caller), Responses to buying signals, opportunities, and issues (appropriate, effective, clear), Resolution (achieved desired outcome for caller and business)

Evaluation of learning assimilated, Written test, Listening test, Role plays