Call Control & Rapport Building

Script prescribes "Let them talk, be an effective listener" but provides no training on how to regain control after caller info-dumps their entire story.

Callers often launch into 10-15 minute narratives before Opener can ask a single qualifying question. New Openers either interrupt (damaging rapport) or get steamrolled (losing data collection). No guidance on when to interrupt kindly vs. when to let the story develop.

Create a "Call Control Through Validation" playbook that teaches: Phase 1 (0-60 sec): Active listening + verbal validation. Phase 2 (60-120 sec): Empathetic interrupt bridge ("I totally get this, and to help you best I need to gather some info..."). Phase 3: Data collection with emotional framing.

Callers in crisis are dysregulated. They need to feel heard first; then they'll accept structure. Real call data shows Tyler Glass frequently says 'I got you. I understand that totally' BEFORE redirecting - this maintains rapport while taking control.

Script says "Let them talk, be an effective listener" but doesn't teach HOW to balance listening with directing the conversation.

New Openers interrupt too early (feel rude) or let caller ramble (lose control). No guidance on transitions between listening and directing. Callers feel heard vs. rushed - difficult balance without training.

Train this framework explicitly: Phase 1: Active Listening (0-60 seconds) - Let caller talk, use verbal affirming. Phase 2: Empathetic Redirect (60-90 seconds) - Validate what you heard, transition bridge. Phase 3: Information Gathering (90+ seconds) - Ask questions with framing.

This framework teaches the PRINCIPLES behind call control, not just tactics. Helps Openers understand the psychology of gaining cooperation from dysregulated callers.

Script has no guidance for angry or hostile callers. Openers don't know whether to match energy, get quiet, agree, or use other techniques.

Callers sometimes call while already agitated/hostile. Risk of call termination due to poor de-escalation. Top performers (Tyler, Jake) quickly diagnose and adapt; lower performers struggle.

Add De-Escalation Toolkit with three response patterns: (1) Angry at previous facility/treatment, (2) Angry at life/situation, (3) Hostile to the agent. Key principle: Don't argue, don't get defensive, don't match the hostile energy. Stay steady.

When caller said 'I don't wanna go to f***ing programs,' Jake responded 'Yeah. You a sports fan, man?' - Simple redirect that changed the energy. Caller calmed down and engagement continued.

No guidance for when Opener realizes they're losing the call or have lost track of qualification status.

Sometimes call goes off-track and Opener feels lost. No framework for recognizing it and getting back on track. Risk of weak handoff to Closer or call loss.

Add Recovery Framework: If you've lost track → "Hey, I want to make sure I didn't miss anything important. Real quick - are you calling for yourself or someone else?" [Restart from a known point]. If caller talking 10+ minutes with no data → "I'm getting a good picture. Can I recap and grab the logistics?"

Mistakes happen. This framework lets Openers recover gracefully without starting over or losing credibility with the caller.

No guidance for callers who won't answer questions or keep deflecting with "I need to think about it" or "Can you call me back later."

Some callers stall and current script doesn't have persistence techniques. Openers either get stuck or lose the call entirely.

Create Stalling Response Framework: Tier 1 - Gentle Urgency: "Have you found that waiting makes it easier or harder to follow through?" Tier 2 - Consequence Framing: "If nothing changes in the next 3 days, where will [hot button] be?" Tier 3 - Social Proof: "Most people in your situation tell me they're glad they didn't wait."

When agents accepted vague commitment, no-show rate likely 60%+. When agents deployed consequence framing (court date, overdose risk), immediate commitment 70%+.