MOCK CALL PRACTICE VIDEO 1 - This video is my first ever mock call interactive session wherein I show a mock call scenario and you, the viewer, will answer some guide questions on the comments below.
I made this "interactive" so that I'm not the only one talking about the topic. I also want to hear your input about the call and to help you learn to evaluate and assess calls. I thought it's a great preparation for you! :)
Here are the guide questions (also on pinned comment):
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
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