Agent Coaching · For audit clients
Fix the behavior the audit found.
A four-week program for your Spanish-language team, built from your own audited calls. For teams losing ground on cancellation pushback, payment objections and angry callers.
We only coach against problems we've found
Generic training teaches generic skills. Our coaching starts from a named problem in your own calls, such as six saveable cancellations lost at the same moment, and trains your team out of it. That's why it's only available after a Retention Audit.
What it covers
- Holding a cancellation conversation without pushing or folding
- Payment objections and billing disputes
- De-escalating angry or anxious callers
- Using the retention offers your policy allows, at the right moment
- Hearing what the customer means beneath what they say
Four weeks
- Week 1
Findings
Walk the team through the audited moments and agree the target behaviors.
- Week 2
Practice
Role-plays built from your real calls.
- Week 3
Pressure
Harder scenarios with live feedback.
- Week 4
Check
Assessed calls and a handover plan for team leads.
Audit, coach, measure
The audit finds the problem. Coaching fixes it. The next audit shows whether it worked.
Led by someone who's taken these calls
Our coaching lead has worked renewal reminders, billing calls and gym membership collections, and now trains agents to handle them.
Questions
Can we buy coaching without an audit?
No. We'd be guessing at the problem. Start with a Retention Audit. If it finds a pattern coaching can fix, we'll tell you.
Is it delivered in Spanish?
Yes.
What does it cost?
It depends on team size. We quote once the audit has shown what needs fixing.