FirstLineCoach
Mandatory statements
D1 — Directive1. Diagnosis
Agent does not start the call well and leads with regulatory statements before engaging the customer.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- The agent sounds like they are reading from a script for the first 30s of the call.
- The agent insists on doing their regulatory notifications before they allow the customer to say anything.
- The agent's name gets buried in the regulatory notification verbiage.
3. Session Objective
Compliance with GDPR and call recording notification is essential. But the regulation gives more room than most agents think — the customer needs to be informed before advice is given, not before the conversation begins. This session is about helping the agent build rapport at the start of the call without compromising compliance.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
Be clear before going into the coaching session on your company's interpretation of the law with regard to call recording. Discuss the regulation with the agent — point out that the agent can ask the customer what they want before going into the detail of the regulation. Reflecting the customer's request then sets a good context for doing the regulatory piece. Play a call where the agent does the regulatory piece upfront. Role play another way to do this.
5. GROW Experiments
Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.
Agent asks the customer how they can help them immediately after greeting the customer. Agent then reflects the concern and only then says 'Just before we get into this further I just need to say a few things' — then they do the regulatory statements.
If experiment 1 is a step too far then break up the regulatory and do only the critical bit upfront. Then proceed as experiment 1 and do the rest of the regulatory piece after the reflection.
If it is not possible to do the regulatory later in the call, then signpost the call with 'I just need to tell you a few things and then please tell me about your issue'.