Brian Kaskavalciyan outlines a two-phase training system: one to two weeks of classroom work on scripts and methodology, then daily 3-on-1 sessions where one manager coaches three agents through live calls. Agents rotate making short calls while watching peers handle objections and capture details like prospect addresses, building the listening skills needed for reliable appointments.
It's, we're at the smaller company. They're just getting started. They know they need to have a good call center. What does that training look like?
At first, it's a good week or two in a classroom. And once the agent is proficient with the scripting or methodology, it becomes what we call daily in a 3-on-1 format. The 3-on-1 format is one manager to 3 agents. And the agent is, as they go into a room and they do a quick phone call, one phone call. You do it and the manager points to each agent and they pick up where the other person left off. It includes objections or rebuttals. And then as each person sees that, you might pick up and say, that person forgot the address. You just go right back and say, what's the address? So it creates this active listening to make sure that they get each part of what we need to set this appointment, what we call a safe set.
