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Manual Role-Play Sims
A “manual” simulation by our definition is a job-function specific role-play that is conducted “blind”, meaning the recruiter and candidate never meet in person before performing the simulation. (Manual Sims can also be used for Refresher training – they work especially well for weekly team meetings, daily huddles, etc.) The candidate is given a best practice-based Call Guide Job Aid (developed from your top performers), that provides them an overview of a call type and scenario, as well as the talking points for how they should handle the call, and 10-15 minutes to study the materials prior to engaging in the Simulation. The Recruiter then “calls” the agent and engages in a “mock” call, during which time the Recruiter scores the Simulation using an Instructional Guide and weighted Score Card that we provide. The Instructional Guide explains how to administer and score the simulation. The Score Card is used for actually scoring the interaction and offers a sliding scale of incrementally decreasing points as it relates to each best practice behavior, language choice and vocal delivery skill performed by the candidate. If you don’t have the internal resources to conduct the mock calls, we can do that for you as well. We’ll assign a Simulation Specialist to make live calls, conduct the simulation, score the applicant, and track results. And we can provide you results in whatever periodic interval you require.
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