How are your callers managed and coached?

// The answer

All of our callers are held to extremely high standards. We have a set of core values that all of our callers have to meet and align with, and we hire and we fire based on those core values. We also do recorded call listening review. We listen to calls from other members of the team, and then as a team we come back and give feedback. We say what was good about the call, what didn't work, what should they have done, what we like about it, and then we come up with an action plan. We have scorecards. We also have a quality control analyst that sits there throughout the day and listens to calls and scores them. In addition to that, we role play. We go through regular role playing sessions. Our inside sales reps go through 5 days of training where they jump on a call every morning before their call session even begins, and we have a meeting to go through the specifics of what needs to be said and what needs to be done. We're holding these folks to an extremely high standard. This is why we have the next man up mentality, but it is also why our inside sales reps have been with us for so long. We're tracking them with an external system, with a dialing system. We can see how many calls they made, how much time they're taking in between calls, and we can see pretty much every second of the day what they are doing. In fact, we can even turn their cameras on when they work from home. We don't generally like to do that, and we're very conscious of being careful about doing that. But we let them know that if we need to turn the camera on, we will, just to make sure that we watch that they're doing the job that they are paid to do.