Call Shadowing - Under Construction

Owned by Michael Gaudette (Unlicensed)
Last updated: Mar 29, 2022
2 min read

Under Construction. As of 12/7/21 the NOC team has stated we should expect the an update on the ability to shadow with our new contact center implementation which will be implemented at a later date.

 

Call shadowing allows ESP agents to monitor experienced agents (Mentors) while on live calls with members. Please follow the instructions below.

Instructions for Shadowers

  • Shadowers will be assigned to a Mentor to train agents on how to handle calls.

  • The Call Cert team will set up a Google Meet with 1-3 ESP agents.

  • Shadowers will sit in the Google Meet with cameras on and mics muted.

Important: ESP agents MUST ensure their mics are muted at all times. Failure to do so may lead to 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 Shadowerer which will allow agents to not only hear the conversation but also see how the Mentor navigates 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 listening and take notes.

  • Be prepared for some calls ending quickly. Continue on the Meet until at least 3 calls exceed 15 minutes or until 3 hours expire, whichever comes first.

 

Mentor Instructions

  • You will be assigned 1-3 ESP agents to shadow your calls.

  • The Call Cert Team should set up a Google Meet lasting for 3 hours.

  • Share your screen and remind agents to keep 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 Shadowers, that a call is coming and remind agents to keep 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 15+ min or until 3 hours expires, whichever comes first.