Poor agent

Called in this morning just to show my staff the quality of handling objections in today's business environment. Got through to a lady Amanda Tshangela who works at retentions. Please note that i train call centre staff on handling objections, voice projection and basics that help buisnesses run. I am currently the sales manager at another coporation and i am sorely disappointed in the quality of call i experienced. Call Date & Time: 7th September 2022, I had shown my staff the new procedure that is sweeping insurance fields called naked insurance and how effiecient and quick it is to get insurance. spoke about the pro's and con's and our new product development which will change call centres for furture purposes. This call with your retentions agent proved one of the points of damaging company brand image due to pathethic agents like this one. if she had done her job well i would of stayed as i gave two obstacle objections. 1. price, where i stated i got a way cheaper price with naked insurance and 2. Power frenzy whereby i used my titles and what i do to see how she would handle it. She didnt even try to retain the policy as she knew very little about naked insurance and the second obstacle was the way in which she responded to my statement of power and knowledge... poor and pathetic and i would advise that your marketing directior or someone clued up in QC/QA listen to the call. i can give you many other ways in which she could of handled that objection but it was poor. Then i was told that once i email her my Proof of cover which i had not activated as yet due to the training i was giving my staff on live calls. due to her poor sarcastic attitude i deceided to activate the other inusurance and send through COC. Confirmation of cover. I then emailed her back which i have proof of to cancel the policy as she requested to see COC from the other insurer. She stated on the call that once she gets it i will get a confrimation call back from her direct to cancel. Till now as i leave the office i have got nothing back from her. It is now 5.00pm on the dot.

I feel sorry for companies as i have worked with miway, telesure group holdings and talksure with the ceo richard marsden on developing and training people and all that product development and marketing goes down the drain with each agent that answers calls like this and has sarcastic intent in their speech. i dare you to put yourself in the clients shoes and ask yourself would you stay after a call like that. if a client has a power trip let him have it and massage the ego as the percentage to save that client becomes higher. agreement and then statement is better than attitude.