I’m testing a 15-minute weekly “save the customer” huddle where agents review one tough retention call and practice the callback. In three weeks we saw a bump in save rate from 42% to 48% and fewer escalations because reps surface the root issue faster. Who’s running similar bite-size refreshers, and how do you keep them practical without adding burnout?
reps surface the root issue faster. Who’s running similar bite-size refreshers, and how do you Are you pre-sending a 90-second clip with timestamps so the 15 minutes is all roleplay? We cap it at 12 minutes and end with one “try this” line reps commit to using in their next 5 save calls to keep it practical.
My take: I’d lean toward the simplest next step and see if it changes anything this week — if not, you’ve got a clear case to escalate. What would block you from trying that?