THH Playbook
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AI-Generated Suggestions

These recommendations were generated by AI analysis of call data. Review with management before implementing.

Opener Role: AI Suggestions

Analysis of real call data reveals that while the current Opener script provides good structure, top-performing agents (Jake Smith, Tyler Glass) are succeeding through principles-based coaching that goes beyond the script.

Key Findings Summary

  1. 1. Call control is being maintained through relationship, not dominance - Callers respond to empathy first
  2. 2. Information gathering works better when perceived as helping, not qualifying - Reframe the data collection mindset
  3. 3. Critical gaps exist in objection handling for emotional/trust barriers - Current script focuses on logistics, not psychology
  4. 4. Handoff to Closer is often weak - Missing critical context transfer
  5. 5. New Openers lack tools to handle hostile/resistant callers - Tension management not covered

Gap Analysis Categories

1. Call Control & Rapport

High Priority

Methods for maintaining call control through validation while gathering information effectively.

Listen-Validate-Redirect Framework De-escalation Techniques Resistant Callers

2. Loved One Caller Handling

High Priority

Specialized framework for family callers with specific objections and family dynamics.

Family Dynamics Boundary Setting Hope + Reality Balance

3. Trust Barriers & Recovery

High Priority

Responses for callers who have been misled before, tried multiple treatments, or doubt effectiveness.

"Been Misled Before" Multiple Failed Attempts Medical Mistrust

4. Resistant & Difficult Callers

Medium Priority

Low-resistance qualification paths and techniques for callers who refuse standard questions.

Information-Only Callers Soft Power Techniques Flexible Qualification

5. Implementation Roadmap

Pending Review

Prioritized 60-day action plan with quick wins and long-term initiatives for Opener improvements.

Weeks 1-2: Quick Wins Weeks 3-8: Strategic

Priority Breakdown

High Priority
5
High priority gaps requiring immediate attention
Medium Priority
8
Medium priority improvements for enhanced performance
Easy
8
Easy implementation items - quick wins available

Next Steps

  1. 1. Review each gap category to understand specific recommendations
  2. 2. Prioritize based on your team's current challenges
  3. 3. Check the Implementation Roadmap for phased rollout suggestions
  4. 4. Pilot changes with experienced Openers before team-wide deployment
  5. 5. Measure impact using suggested KPIs from each section

Document Date: December 15, 2025

Analysis Basis: Current THH-Scripts vs. Real Call Data (qualified_sonnet45 aggregated calls)

Status: Pending Review All suggestions marked [AI SUGGESTED] require owner review