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Call shadowing allows ESP agents to monitor experienced agents (Mentors) while on live calls with members. This is not one of the mandatory items to complete during ESP training. However, some agents end up ‘stuck’ with nothing to do for reasons beyond their control (ie waiting for situations to be resolved such as the AHIP payment issue or apps not showing up in Citrix). This is where Call Shadowing comes in as is better for agents to listen to live calls than to have nothing to do. Please follow the instructions below.
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The ESP agent will be assigned to a Mentor who is considered competent and capable to effectively train agents on how to handle calls.
The TL will set up a Google Meet with 1-3 ESP agents.
The ESP agents will sit in the Google Meet with both their camera on and mics muted.
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