Lead File How many

Date Lead ID converstions so Call Duration Auditor Agent Senior

Name far

12.08.20 - TC -
P1+ (SAD 10K
Melissa Daniel
2/3/2021 393979 MIX 1 0:11:13
Dias Osorio
DEPOSITORS
1208) DL

12.21.20 - TC
- SP1+ (SOD Melissa Carlos
2/4/2021 527407 1 0:10
G 1.4K MIX Dias Morales
FRESH 1221)
 Information
Customer Gathering Product
Client with Introduction knowledge &
experience (KYC/Finding Explanation
Pain)

A- asked KYC
questions. The
A.-intorduced
client told that he A-Explained
The Client had himself, the
Juan was 60 years old, everything
a bad company and the 10 10
Carlos self-employeed, about the
experience reason why he was had a los money in product
calling
trading and that
was his pain

A-He mentioned
the part of the
A-He introduced A-Asked some of
products, but
Edison everything except KYC questions, so
Unknown 7 8 didn't say
Banguera for the company we know now that
anything about
name works as military
software and E-
book
 Confidence & Active Objection
listening & Chemistry Dealing
Authority Adaptation (Looping)

A- was A- Had a good

listening connection with
Rec 1-
A- Seemed attentively and the client and the
(00:09:00)- Had
pretty answering call was in
bad
confident, was regarding his question - answer
experience. A-
9 leading the 9 concerns, he 9 format, even 9
ensured that
call and was was using the though the client the company
sure what do information was little bit
was secure and
do or say next which received reserved the
via KYC during agent made hom verified
the speech talk

Rec 1-
A- Was little bit (00:09:59)-
confused, Needed to
A-He was the
wasn't good at A- there was a think about it
one who was
planning of the normal and asked to
speaing much
7 succession of 7 6 connection 9 send more
more and client
the pitch, even between the info via email .
wasn't that
though he was client and agent A- just told
active
leading the that it was
conversation okay and
would call later
 Work Escalation
(transfering the Intonation Energy
ethics call)

A- Even
though
A- was A- Intonation
his
polite and was pretty
intonatio
using the various, was
n wasn't
relevant making right
There was no boring he
7 words 10 0 stresses on the 10 7
transfer didn't
and words, which seem
expressio made the
energetic,
ns with conversation
the client interesting sounded
little bit
tired

A-Seemed
like was
tired and
in his
A- he was
A- More or tone of
respectiv There was no
5 10 0 less boring 5 the voice 6
e and transfer
and tiring there was
polite
visible
lack of
the
energy
 Comments/
Outcome Professionalism Status/ who Note:
hang up

Nevertheless
A-He was using his
the agent was
knowledge to lead
trying to
the conversation, A- was using the
Informative/ solve the
even thouh the right terms to
not clients
client was so introduce the
interested objection he
disappointed and product, he was 10
over 8 min didn't gain the
angry about losing proffessionally talk/client clients trust. It
the money on leading the whole
HU would have
trading he couldn't call
change the clients been good to
mind introduced
senior analyst.

A-From the start of A- He knew the The lack of

the conversation he product and was confidence
seemed little bit using the relevant disturbed him
confused and words to
Informative/ to close that
struggled in going introduced it to
Call again- case, he knew
on of the client, but didn't 8 well the
General/Age
conversation, the seem confident product and
nt HU
pitch was a bit out and because of this made the
of the sequence and missed some of client
he didn't even try to the important interested into
solve the objection information it.