In this week's Tips and Tricks session, Jamie showed Audio-Random Branched Syms with many use cases to use when managers need their agents to learn and practice multiple scenarios which can go into 1 Sym instead of creating various Syms, and SymTrain will give the agent a random scenario every time.
Key Takeaways
1. Use Cases:
- New Hiring Orientation: Reinforce the topics learned during orientation and key topics new hires should know.
- Objection Handling: Know how to respond and convince when customers say no.
- Frequently Asked Questions (FAQs): Learn the main questions you might get asked and be prepared.
- Soft skills: Empathy, resolution, active listening, etc.
- Compliance Questions: Avoid getting in trouble and say the right words every time.
- Repetitive conversation: How you answer a call or ending the conversation are usually the same, get confident at it
- Difficult Processes: Use repetition to master challenging parts of a process to learn and execute quickly.
- Scripted responses: Sound confident instead of reading the script.
2. Keep them Short & Create Muscle Memory!
3. Create the script like a regular Sym:
- Upload Script
- AI generate
- Upload Audio
- Record Convo
4. Repetition and consistency are key to retention:
- You can get your agents to practice 5 minutes at different times of the day instead of 15 minutes straight.
5. Name the Main Sym and Branches accordingly to easily identify them.
If you missed anything or want to revisit the session, check out the full session video: