Page 95 - Sales and Operations Handbook for Managers.pdf
P. 95
QCA Auditor DSM Agent
1. Select a quote call 2. Review the scorecard 3. Review the QCA
from database and and see how the auditor scorecard with
conduct a quote comments. Go through
audit. Score the call scored the Sales Agent. coaching with Office
based on the If an agent scored less manager if score below
checklist and submit than 80%, then coach 80%.
the agent.
for review.
5. Once the agent has
seen the QCA scorecard 4. Add comments back
with notes, receive it to QCA scorecard after
back from the agent coaching session and
with their notes. send back to DSM.
6. Review exception
reports and complete
outstanding scorecards.
