Sales TL Call Listening Session- BOSS and AHT FOCUS
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Name:*


  1. Call ID*


  1. Order #*


  1. Customer's Issue*


  1. BOSS*
    Yes
    No


  1. Sale*
    Yes
    No


  1. Strengths*


  1. Sale Opportunities*


  1. AHT Opportunities*


  1. Action Plan*


  1. Handle time for this Interaction*


  1. Team Lead BOSS Challenge Checklist*
     How many times were you able to personally spend time with every agent and review how they BOSS their calls that they converted?
     Did you have each agent practice what they said back with you?
     When they practiced it back, were you confident that they had acquired the handling and could relay it confidently to customers?
     Once your agents submit their order, do you review what was on the order and ask them what questions they asked the customers that led to that configuration?
     What kind of follow-up did you provide after the order was made?
     On non-converted calls, was the BOSS missing?
     Did the agent relay urgency to buy now since we have the best stock levels and the shelves are bare in retail?
     Did the agent speak to reserving their place in line to get the CTO ordered? The sooner the order is placed, the sooner we will start building it. The factory is first in, first out.
     What objections were not handled well?
     What advice did you give the agent to practice to overcome the objection?





HP HHO Program
Boise, ID