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Questions and Answers
Why should you listen to calls versus just reading reports?
When we listen to calls, we can hear the actual conversation and how the call skills were applied or needed to be applied. Since training can never cover every situation, hearing the calls allows you to hear the different situations the agents encounter. You can also better train to these examples. Further, agents learn better with real examples.
Isn’t MOS time consuming?
What are the top three biggest pitfalls with MOS?
- Over the years, we have found that one of the biggest pitfalls begin with a singular focus on one level of management, typically, the frontline managers, and believing that only training that those managers will equate to success. This leaves these managers with no support, thus causing them to fail.
- The next biggest pitfall is adding MOS as a separate function while keeping everything else on the managers’ plates. MOS should be engrained into the company’s culture, and everything filtered through MOS. Some administrative tasks may need to be reviewed and removed to allow managers to fully concentrate on developing their people.
- The next biggest pitfall is failing to “inspect what you expect” at each level. We have mentioned MOS is a top-down approach and it is critical for every level to be not only engaged in MOS but to inspect the inputs and outputs of MOS. We liken it to long distance cooking. If you are not watching the pot, your food could boil over or burn.
Isn’t a call model just another word for script?
Wouldn’t my calls be longer if I used the call model?
Do I really have time to do this effectively?
When our focus is on employee development that becomes where our time is spent. Since the MOS provides a structure for coaching and development, time is better focused and used more effectively and efficiently. And, really, it doesn't take as much time as you may think. MOS can be effectively accomplished with 8 hours per Agent per month. With 40 hours a week and 160 hours a month, a manager with up to 15 agents still has 40 hours left in a month!! I think that is doable!