Call Observations

Giselle Redecilla

• Not following the scheduling script.

https://app.c2perform.com/knowledge/view-article.php?id=6580

9705905

Edsel Anne Alegarme Date of Call: 8/20/2024 EID: 19850370

• Long call insights

• Communication - Language Barrier - the AA is having trouble speaking in English and he needs a translator which drives the call longer than expected.

• Verbal collision tendencies - there are some instances that both of them are interrupting each other due to the language barrier.

Mariel Celeste EID: 8463082

The agent failed to submit a merge request for the application since there is another application with the same information (name and phone number). It could have been better if the agent asked for a clarification question (confirmed the address on EID 9983930).

Agent missed to include the following instructions when providing the complete / accurate branch address:

"Interviews are being held at the Hire Dynamics Office."

1ba03a7a098e49a88491f26c0e89cdb5 +19122787903 2024-08-20 12:09:07 00:04:15 https://employbridge.mytalkdesk.com/interactions/1ba03a7a098e49a88491f26c0e89cdb5/recordings/0.mp3