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Call Center Case Study Questions and Answers

I am trying to respond to the case study using a Lean/Six Sigma but I am over thinking it and not able to get my thoughts down on paper.
Is there any chance that this could be rushed and completed ASAP?


Case Study:

Our agents are responsible for triaging sales leads for viability before handing that lead to an advisor. It is the role of the Connection Center to provide the highest quality leads for our sales team. Lately we have seen a decline in our referral rates, and everyone is digging in to their space to look for opportunities to strengthen lead quality. Strong leads have a higher probability of referring out to a partner community.


You are the Sr. Manager of Quality and Continuous improvement. Your two teams have been tasked to look at agent performance for potential opportunities. Several areas emerged as opportunities: Overcoming Objections, Answering all the questions asked, and providing the required legal disclosure emerged as significant areas where agents struggle.


Overcoming Objections – Often when a family reaches out, they are reluctant to be transferred to an advisor who is the right person to assist them. Our agents must possess a small amount of sales acumen in order to address the family’s reluctance to speak with an advisor. Those skills are measured in the Overcoming Objections section of the quality form.


Answering all the questions asked – often our agents are in such a hurry to get a family over to an advisor that they do not take the time to listen to the family and answer all their questions.


Legal Disclosure – In specific states we are required to make specific disclosures related to our industry. There has been an uptick in agents who are not providing those disclosures


Case Study Question:

You have a team of two quality program managers and two continuous improvement program managers. How do you tackle the agent performance opportunities in order to strengthen the viability of the leads that are handed off to advisors?

In addition to these three things are there other things you would look into?


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