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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 notify Shadowers that a call is coming in.
Shadowers should be actively engaged listening and take notes.
The Mentor should take 10-15 minutes answering questions and sharing tips & best practices after each call (except for the very short calls with not much to discuss).
Be prepared for some calls 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.