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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.
ESP Agents
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Instructions for Shadowers
Shadowers will be assigned to a Mentor who is considered competent and capable to effectively train agents on how to handle calls.
The TL Call Cert team will set up a Google Meet with 1-3 ESP agents.
The ESP agents Shadowers 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 Shadowerer which will 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 listening 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 5-15 minutes answering questions and sharing tips & best practices after each call (other than 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 15 minutes or until 3 hours expire, whichever comes first.
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You will be assigned 1-3 ESP agents to shadow your calls.
The ESP TL Call Cert Team should set up a Google Meet lasting for 3 hours.
Share your screen and remind agents to keep their mics muted.
If there is downtime, please share best practices and answer any q’s the agents may have.
Once a call is coming in, notify the agents verballyShadowers, that a call is coming and again, remind agents to keep their mics muted.
If the call is answered and an agent’s mic is not muted, be prepared to remove the agent from the Google Meet by clicking the minus button (see screenshot below).
Be mindful that trainees are watching and put forth your best effort to demonstrate how a call should be handled.
When the call has ended, place yourself in ‘disposition’ status for 5-15 minutes to answer agents' questions and share tips & /best practices.
Continue with the agents in the Meet until you’ve either successfully handled 3 calls that lasted 2015+ min or until 3 hours expires, whichever comes first.