UGPR

Criteria: Barinas
Sample per agent: 3
Highest: 9.3
Lowest: 8
ABS: 8.8
Date: 20/07

Listenin
Agent Pron Speed Attitude Fluency g Total Link RC

Should let the

clients speak, and
try not to give
options to clients
at the moment to
make the
questions ir order
to not coarce their
answer, regarding
the intro could be
more polite and
try to use a
different line,
beside all of that
Alejandra could doing a
Sanchez 1.7 1.8 1.9 1.7 1.8 8.9 great job.
Should try to
avoid say the "can
you hear me" line
so often, she
should repeat
hello until she get
an answer,
sounds real
messy, need to
speak louder to
the microphone,
and refine her
pronunciation
more, besides that
Alvamary she performs fine
Santiago 1.8 1.7 1.7 1.7 1.8 8.7 at the calls.
 Sounds distracted
at times, could
pay more
attention to the
dialer, besides
that his handling
Andres of the calls are
Gonzáles 1.9 1.8 1.7 1.8 1.8 9 going great.
He needs to
practice his
pronunciation a
lot, he also needs
to open his mount
wider and put
more stress in the
words, at the
moment of
speaking with an
interested client
needs to ask
proper questions
instead of going
through all the
script like a robot,
try to be more
emphatic won't
hurt him, and try
Carlos to speak slower
Barboza 1.6 1.7 1.7 1.7 1.7 8.4 too.
He interrupt a lot
the clients, also
going way to fast
through the script,
still
mispronouncing
common words
such as
"address", we
encourage this
agent to refine his
pronunciation and
use a more
advance
vocabulary,
instead of saying i
can't, use i'm not
allowed to,
instead of give me
your name use
May i know who i
have the pleasure
to speak with?
Daniel Moreno 1.6 1.6 1.7 1.7 1.5 8.1 R and such.
 No real issue with
this agent besides
the fact to sound
distracted at
times, besides
Daniela that doing a great
Moreno 1.8 1.7 1.8 1.7 1.7 8.7 job.
She sounds kind
of bored in the
calls, she could try
a different intro to
get better results,
she just repeat the
same intro all the
Daniela calls really flat and
Quintero 1.7 1.7 1.7 1.6 1.6 8.3 robotic.
She sounds kinda
soft while
speaking with
customers, she
shouldn't use the
willing to hear
offers as an option
when asking for a
price, all the
questions must be
marked open,
without any kind
of options so they
can give their
Delimar answer without
Luques 1.7 1.7 1.8 1.7 1.7 8.6 suggestion.
He sounds well
pronounced but
speak way too
fast, not any
issues in the
listening and
comprehension,
but should avoid
using adjectives
such in the offers,
such as for a good
offer would you
consider selling
without the realtor,
besides those 2
points not any
Deryl Amaro 1.8 1.6 1.7 1.7 1.8 8.6 noticeable issue.
Some issues with
the letter "R" while
Elianny pronunciate some
Lameda 1.8 1.7 1.7 1.8 1.9 8.9 words, besides
 that not any
noticeable issue.
Needs to improve
his pronunciation
and explain better
the purpose of the
call, same as try
to take with more
calm the control of
the call, he
sounds real
mannered could
try a more deep
neutral voice
Eliecer according his
Contreras 1.6 1.7 1.6 1.7 1.7 8.3 R gender.
In the last
reviewed audios
can be heared
speaking with his
coworkers at the
beginning of the
call, after 11
seconds he
realized that he
was on a call, we
encourage this
agent to be
completely
focused in the
calls instead of
speak, could use
more energy,
sounds flat and
without inflection,
we encourage this
agent altered his
delivery and
current attitude
against the calls,
Enmanuel to improve his
Fuentes 1.8 1.7 1.7 1.7 1.8 8.7 results.
 He should ask in a
simpler way if is
this yours by
chance? or are
you the owner?
tends to use long
senteces, should
keep it simple, he
have good
pronunciation, but
still need to mind
more his inflection
while making
questions and
speed while
explaining the
purpose of the
call, should be a
conversation with
a feedback not a
race, besides that
he sound polite at
least, he needs to
enlarge his
vocabulary and
work more in the
proper stress of
Erick Pereira 1.8 1.7 1.8 1.6 1.7 8.6 the words.
Not any
noticeable issue in
her delivery, only
the lack of a
proper
introduction in a
more professional
or warm way,
could try a
different
introduction to get
better results,
besides that show
a great advance
since the last
Esther Ramirez 1.8 1.7 1.7 1.7 1.7 8.6 review.
 He lacks of the
proper knowlegde
of the language,
need to practice
more the script,
sounds doubtful
and hesitate while
making the
questions, he
needs more
practice in front of
a customer in
order to reach
Fabian Flores 1.6 1.6 1.5 1.5 1.4 7.6 more closings
He could try a
different approach
to the customers,
his intro sounds
really robotics, he
needs to speak
with more energy
and emphaty to
the customers,
pay more
attention to the
client won't hurt
him either, but
Francisco besides that he
Alvarez 1.7 1.6 1.7 1.6 1.7 8.3 get the job done.
He show a good
performance in
the calls, we only
encourage this
agent to improve
his pronunciation
because he
shows a great
energy and
charisma in the
Gilber Berrios 1.7 1.7 1.7 1.8 1.9 8.8 calls.
 He could pay
close attention to
the customers
while speaking,
increasing his
vocabulary could
help to his
listening, by
adding new words
he can
understand slangs
easily, his
pronunciation
lacks of stress,
with a bit more of
practice in
frecuent words he
could reach a
Gilbert Sayago 1.8 1.7 1.7 1.8 1.7 8.7 native level.
His only
noticeable issue
could be his lack
of energy and
manners. besides
that he handles
each call in
Inaudys Cecilio 1.8 1.7 1.7 1.8 1.7 8.7 pristine way.
This agent could
reach more
closing if he put
more effort in
building rapport
with the
customers,
besides that his
english is above
Jesus Barrios 1.8 1.7 1.8 1.8 1.9 9 the medium level.
Not any issue with
this agent, great
performance, his
audios can be
heared laughing
but besides that
he manage the
calls in the proper
Joel Linares 1.8 1.7 1.7 1.8 1.8 8.8 way.
 This agent could
perform a better
job if he use
simpler sentences
to make the same
questions, keep it
simple, avoid
sttutering and
hesitate while
making questions
and don't forget
any questions
Jose Laya 1.6 1.7 1.6 1.6 1.6 8.1 R from the script.
This agent is
under the level, he
needs to refine his
pronunciation a
lot, also handle an
easier script
because he
handles the lead
in a poor way,
customers tends
to complain about
what is he saying,
we encourage this
agent to put more
effort in give a
better perform in
Jose the calls, training
Rodriguez 1.5 1.5 1.5 1.4 1.7 7.6 schedule.

Not any issue in

his delivery, could
try to use a
different approach
in each call to see
which one fit more
with him, besides
that he is doing a
Jose Toro 1.8 1.7 1.8 1.8 1.8 8.9 great job.
 Speaking slower
won't hurt this
agent at all, she
sounds in a rush
in her leads, refine
her pronunciation
is the last step to
this agent to reach
to an overall
performance,
besides that she
handles the
Katiuska clients in a fair
Camargo 1.6 1.6 1.7 1.6 1.7 8.2 way.
He shows a fair
level of english,
sounds really
calm and
professional, he
tends to push the
clients about
hearing an offer, i
review some
audios that he
didn't ask the
proper rebuttals
for uninterested
customers, he
needs to practice
more the proper
pronunciation of
each words in the
script, the client
didn't understand
some words he
Kener Sierra 1.7 1.7 1.7 1.7 1.8 8.6 said.
He needs to stop
giving non
compromise
offers, the idea of
the campaing is
trying to reach an
agreement with
the homeowner,
instead he could
ask if they might
be interested in
sell, besides that
he handle great
the script, also he
need to refine
more his
Kevin Pernia 1.7 1.6 1.7 1.7 1.6 8.3 pronunciation.
 Great handling of
the given material,
also sounds really
professional,
could try new
opening lines in
her delivery but
she have been
doing a great job,
be more focused
in the calls and
make the proper
questions will
avoid make her
Lorens call clients more
Santiago 1.8 1.7 1.8 1.7 1.9 8.9 than 3 times.

He sounds bored
and sleepy at the
phone, tends to
hang up calls
without using the
proper rebuttal, in
the reviewed lead
the agent didn't
catch the price the
client told him, we
encourage this
agent to refine his
pronunciation and
be more sharp
during the call in
order to get better
Luis Quintero 1.6 1.6 1.6 1.7 1.6 8.1 R results.
 He needs to
speak louder to
the microphone
most of his calls
sounds almost
mute, he need to
improve his
pronunciation, like
the other agents
need to make
simpler questions
in order to be fully
understand by
customers, and try
no to give the
number of the
property at the
beginning of the
call, and be more
straightforward at
the moment of
making the
questions the
sounds afraid and
hesitate, need to
practice his
confidence he is
Luis Segovia 1.6 1.7 1.7 1.5 1.7 8.2 R doing a fair job.
This agent need
to improve his
pronunciation,
also he need to
explain in the calls
that he is going to
make questions in
order to not make
the clients upset,
also stop
interruptng clients,
sounds energetic,
he handles well
the rebuttal and
manage to close
the lead proper,
be more focused
to ask all the
questions in one
call also won't hurt
Luis Zambrano 1.5 1.6 1.6 1.7 1.6 8 R him.
 Expected
Lynett Brito 1.8 1.8 1.8 1.8 2 9.2 Performance.
Really
professional and
well handle call,
Mariana great
Romero 1.9 1.8 1.8 1.8 2 9.3 performance.
Reach to manage
the call till the
closing without
any doubt from
the client, great
performance,
could be a little
more energetic
during the call and
avoid do the same
opening line,
could try
Mariangel something
Briceño 1.7 1.8 1.8 1.8 1.8 8.9 different.
Stylish and well
handle
performance, in
some of his calls,
it can be heared
speaking with
coworkers, could
be more focused
in the calls,
besides that fact
Maximiliano he is been doing a
Vignola 1.8 1.8 1.8 1.8 1.8 9 great job.
Could refine more
her pronunciation,
besides that
Michelle expected
Sandoval 1.7 1.8 1.8 1.8 1.8 8.9 performance.
Sounds in a rush
in most of his
calls, with patient
customers he
rush, and with
hurry customers
he speaks slower,
he could try to
adapt to each
customers, and
make the proper
questions,
besides that he
Nicholas show a good
Cordova 1.7 1.8 1.7 1.8 1.8 8.8 performance.
 He handle
properly the client
get the addresses
and reach a good
closing, the agent
lack of property
inflection when
asking, and tends
to sound robotic
and flat, it won't
hurt if he smile
during calls and
try to speak with a
Ricardo bit more of
Marquez 1.7 1.7 1.7 1.6 1.7 8.4 energy.
She has a good
level of english
but she doesn't
understand the
statement from
the clients, we
encourage this
agent to practice
her active
listening and pay
more attention to
the customer,
practice more the
given material
such as rebuttals
and FAQ, this
agent has an
innate talent just
need to keep
improving each
skill for
Maria Perez 1.7 1.6 1.6 1.7 1.4 8 R telemarketing.

TOTAL 1.8 1.8 1.8 1.7 1.8 8.8

Comments: Most of the agents in this batch are in good shape with their english,
pronunciation and overall handling of the call, but by the other part, there are some agents
who will be scheduled for a retraining as soon as possible to improve, most of them sounds
really robotic and flat, we encourage to the rest of the agents to use new deliveries and pitch
to get better results they are using the same old and boring line, refine more the
pronunciation will help a lot to be completely understand by clients and be taken more
serious.

Pronunciation: refers to the overall pronunciation of the agent and the managing of the language, it also refers
to how good the agent is at explaining itself to the customer.

Speed: refers to the overall speed of the speech.

Attitude: refers to how the agent sounds on the phone, if it is sounding doubtful, lacking confidence, sleepy,
uninterested, rude and so on.

Fluency: refers to the overall fluency of the call and not the fluency speaking. It may vary depending on the
amount of silences on a call and how the agent understands the timing.

Listening: refers to how the agent manages to understand and act depending on what the customer says. It also
refers to their listening skill.

Empty space: It’s there to identify if an agent is sounding robotic (R), if it’s trying to do slamming (S) or if it’s
trying to do coaching (C) .