Nesting. Calls by

Call discussion

astramentore — 2024-09-05 07:54:03 UTC

Listen and analyze the call. Write:

WWW and EBI

Call Practice

astramentore — 2024-09-05 07:54:27 UTC

What Went Well:

astramentore — 2024-09-05 07:55:31 UTC

Even Better If:

astramentore — 2024-09-05 07:55:43 UTC

Call discussion 2

astramentore — 2024-09-05 08:02:40 UTC

What Went Well:

astramentore — 2024-09-05 08:03:08 UTC

Even Better If:

astramentore — 2024-09-05 08:03:25 UTC

Feel free to check this good call example

astramentore — 2024-09-05 08:07:07 UTC

Expert Workflows - Bundles

astramentore — 2024-09-05 08:07:25 UTC

2024-09-05 08:47:41 UTC

issue is solved

opener:

2024-09-05 08:48:25 UTC

ask about a persons name

he offered any suggestions

2024-09-05 08:48:52 UTC

2024-09-05 08:51:08 UTC

if a customer resolved the issue without further assistance, a compliment can be made to boost their confidence

2024-09-05 08:52:50 UTC

Opener: introduced himself and asked how the day is going, confirmed the email address

2024-09-05 08:53:07 UTC

calm and pleasant tone of conversation

2024-09-05 08:54:11 UTC

It'd be great to show the user some empathy when she said that she was almost crying because she couldn't solve the issue and give personalized reassurance instead of saying "It's ok, I think we can solve it"

2024-09-05 08:55:45 UTC

as far as I remember saying "we can solve it" is not reasonable

2024-09-05 08:56:37 UTC

Closing: said that he's happy the issue is solved and suggested contacting us back if any further problems

The agent also is quite polite in general

2024-09-05 08:57:37 UTC

he did some roadmapping before investigation

2024-09-05 08:57:45 UTC

Could be better:

A bit of an awkward opener (didn't ask for the user's name)
Agent didn't control the conversation much (the user explained the issue and only then did the expert ask for the email)
Lacked empathy a bit (sympathy for the user's issue, lacking responses for the user's emotional distress ("I was ready to cry"))
No active listening (the conversation could be twice as short if the agent quickly understood that the issue got resolved)

What went well:

The agent minded the workflow and asked for the email
They matched the user's momentary mood with verbal responses
They took their time to answer and clarify the user's issue
Maintained a calm, friendly presence throughout the conversation

2024-09-05 08:58:12 UTC

As the customer resolved the issue from her side, it could have been appropriate to ask her about her business goals and offer a suggestion, then help her implement it to be helpful in this call