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Call shadowing allows ESP agents to monitor experienced agents (Mentors) while on live calls with members. Please follow the instructions below.
ESP Agents
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Instructions for Shadowers
Shadowers will be assigned to a Mentor to 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 cameras on and mics muted.
| Warning |
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Important: ESP agents MUST ensure their mics are muted at all times. Failure to do so may lead to awkward distractions on the live call with the member. |
Please be aware that, should you forget to mute your mic, the mentor may remove you from the Google Meet by pressing the minus button.
The Mentor will share their screen with the ESP agents to allow agents to not only hear the conversation but also see how the Mentor navigates their computer through the process.
When the Mentor receives an inbound call, the Mentor should verbally notify the ESP agents Shadowers that a call is coming in.
The ESP agents Shadowers should be actively engaged and take notes. Keep in mind that this is a limited-time opportunity so please take full advantage. Hopefully no agents find themselves wishing they’d paid closer attention after placed into production.
The Mentor should take 510-15 minutes answering questions and sharing tips & best practices after each call (other than except for the very short calls with not much to discuss).
Be prepared for some calls to end ending quickly. Continue on the Meet until at least 3 calls exceed 20 minutes or until 3 hours expire, whichever comes first.
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