Partner on Verbal Evaluations

Written knowledge checks are important, but they’re only part of the picture.

Pro Tip: Partner Quality and Training to evaluate whether new hires can verbally articulate concepts, navigate call flows, and access resources efficiently in real time.

Knowing the answer isn’t the same as explaining it clearly or finding it quickly during a live interaction.

Why it matters:

• Builds confidence before agents hit the floor
• Identifies gaps early, before they impact customers
• Strengthens call control, accuracy, and efficiency

When verbal evaluations are driven collaboratively, training classes transition into their new roles stronger and better prepared to meet their metrics on Day 1.

Note:  This tip is provided by QATC Board Member Michelle Chevalier of EquiTrust.  She may be reached at Michelle.Chevalier@equitrust.com.