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AI-Generated Suggestions

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

Opener: 60-Day Implementation Roadmap

Prioritized action plan for implementing Opener improvements with clear timelines, quick wins, and long-term strategic initiatives.

Target Outcomes (60 Days)

→ Qualification completion rate: 85% → 92%
→ Successful transfer rate: 85% → 93%
→ Opener satisfaction with training: 3.2/5 → 4.5/5
→ Closer feedback on handoff quality: 7.2/10 → 8.8/10
→ New hire onboarding time: 8 weeks → 6 weeks

Week 1-2: Quick Wins

Add Missing Objections to Playbook

Easy

Add trust barrier objections (been misled, multiple failed attempts), facility comparison responses, and resistance to treatment concept responses to Opener-Objections.md.

Trust Barriers Competition Resistance

Create Warm Transfer Script

Easy

Develop and train three warm transfer variants (high urgency, hesitation, loved one) to improve handoff quality and caller experience.

Training Required:

30-minute workshop on warm transfer language and Closer context sharing

Test New Opening Greeting Variants

Easy

A/B test two opening variants (Professional Simple vs. Warm + Transparent) over 2 weeks. Track conversion by opening type.

• Variant A: "Hi, this is [Name]. You've reached [Facility]..."
• Variant B: "Hi, this is [Name]. I'm in recovery and work here in admissions..."

Expected Impact: 3-5% improvement in qualification completion

These are script changes only - no process overhaul required

Week 3-4: Process Improvements

Design CRM Handoff Checklist

Medium Effort

Create "Warm Handoff Information Checklist" template in CRM with required fields for Closer context: Basic qualification, clinical triggers, emotional/relationship info, logistics flags.

Deliverables:

• CRM template design
• Training on what to document
• Example notes for reference

Create 6-Week Training Program Curriculum

Medium Effort

Design progressive training path: Week 1 (Foundation), Week 2 (Rapport & Call Control), Week 3 (Objection Handling), Week 4 (Qualification Mastery), Week 5 (Handoff), Week 6 (Edge Cases).

Components:

• Module outline for each week
• Role-play scenarios
• Assessment rubric

Record Common Mistakes Video Series

Medium Effort

Produce 6 short training videos (2 min each) showing WRONG way vs. RIGHT way for common mistakes: Data before rapport, arguing objections, not confirming info, panic on missing insurance, etc.

Week 5-6: Metrics & Tracking

Launch KPI Dashboard

Medium Effort

Implement weekly tracking for: Qualification completion rate, successful transfer rate, average handle time, handoff quality score, objection handling score.

Start Collecting Closer Feedback on Handoffs

Easy

Launch 5-minute survey for Closers: Was call well qualified? What info did you have to re-ask? What did Opener get right? What did you wish they'd asked?

Week 7-8: Launch & Iterate

Launch 3-Level Opener Progression Framework

Medium Effort

Roll out Level 1 (Competent), Level 2 (Skilled), Level 3 (Master) framework with clear progression criteria and incentives.

Level 1

80%+ qualification rate

Level 2

90%+ + mentor role

Level 3

95%+ + leadership

Build Searchable Recording Library

Medium Effort

Create library of top performer recordings tagged by objection type. Searchable by keyword. Includes transcript + key technique notes.

Monthly Objection Handling Training Session

Easy

Launch recurring monthly 90-minute workshop covering new objections, role-play practice, and review of successful calls.

Week 9-12: Evaluate & Plan Phase 2

Evaluation Checklist

□ Review KPI improvements: Did we hit 92% qualification rate? 93% transfer rate?
□ Survey Openers: How helpful was training? What's still missing?
□ Survey Closers: Did handoff quality improve? What info still missing?
□ Analyze A/B test results: Which opening greeting performed better?
□ Identify top 3 remaining gaps based on call data
□ Document lessons learned for next cohort of new hires
□ Plan Phase 2: AI coaching tools, sentiment analysis, automation

Long-Term Strategic Initiatives (Phase 2)

These require more significant investment but provide scalable, sustainable improvements:

• Real-time objection coaching AI (whisper coaching system)
• Post-call coaching automation (automated feedback after each call)
• Call sentiment analysis dashboard (real-time caller mood tracking)
• Mobile objection quick reference tool (tablet/phone app)
• CRM integration with pre-call intelligence (callback history)

Roadmap Status: Pending Review

Next Action: Review with leadership for prioritization and resource allocation

Estimated Full Implementation Time: 60 days (Quick Wins + Strategic) + ongoing for Phase 2