What is Mock Call?

Did you know what is Mock Call:
A call which is played without any mechanical devices such as telephone etc. with the help of the evaluator to check the quality of the call with an answerer to create issues for the mocker who is going to take the call, can be termed as a Mock call.

Mock call plays a vital role in building confidence of the executive. It is specially used at the time of training. Most of the times it is also used for the purpose of interview. It is very important as here a verbal contact is there with the customer where the agent who is taking the call need to be confident about what he is speaking.

Advantages Of Mock Calls:

• It helps to improve our communication skills
• It also works in appraisal of confidence in an executive
• It motivates the caller to be prepared even if he had failed in the past calls
• It is very important to consider mock calls in the training before taking calls on the floor
• We can learn about different scenarios which comes across while negotiating with the customers during the calls
• With a proper preparation & concentrated training considering all the quality parameters, without making any fatal in the call we can rock on the floor
• It helps to achieve your goals or targets in any process you work.

Disadvantages Of Mock Calls:

• It is not a practical
• Many executives or people becomes nervous with this type of calling and many of them are so nervous that they start sweating there only
• We does not handles the call on a telephone as its an oral face to face communication.
• Concentration level on the call is low as compared to telephonic call.

Procedure of a Mock Call:

A mock call is done with the help of one executive who is going to make a call, one quality analyst who will be there for monitoring or evaluating the call and at the end of the call will give feedback about what is good things happened on the call and what are the things which not to be used during the call, and what is the extra thing which can be added in advance so that a good call may become an excellent call, and at last but not the least a Senior professional or you can say a person who will receive the call acting as a customer. The caller will make a call which will be received by the Sr. executive available there, the caller will go with the parameters provided by the quality considering all points in mind, but the Sr. executive will try to confuse the caller by creating new issues for the executive. At that time the executive must not give any such information which is not true or we can say which is wrong and fake information, if he by mistake also said a single line which is not true, the quality analyst will marked him negatively, and this can create problem for him in passing the mock call.

My Experience in a Mock Call

But you guys don't be so serious as now I am going to share my experience of mock call. I was very good at the time of taking calls in the training room. When there are mock calls sessions I used to always raise my hands to come forward for taking the first call. My quality analyst also said me that you are doing an excellent job on the call, but I still remember, it was the last day of my training and being with my colleagues in the training room, as test and evaluating period was started. I was very nervous on that day from the morning only thinking of what will happen, will I clear my training or not.

Everybody was giving their best call and coming up with good results by clearing that call. Now it was my turn I had gone to the floor to give my mock, I was very nervous & frustrated in my call, at the end as how I finished my call. The quality results where negative in my call as some negotiating was not in the call, I have forgot to cover some parameters which need to be followed on the call. After coming again in the class, I showed my results to the trainer, then one of my quality analyst who tried her best to got for me a one more chance to clear my mock, and this time she told me that this time you have to take a good call. When I told to her that I will try my level best, she said not try, you will have to give your best. Then after that I followed for my call again on the floor.

This time I was little nervous as that is because of the spirit I have got from my colleagues and trainer. When I started the call I forgot my nervousness, and then move forward with the call. Many situations were created by the receiver (Acting as a customer), but I didn't lose my temper and give my level best.

After completion of my call, the results of the quality arrived, and this time the results were quite different, she asked me about what things you had forgot on the call, and told me about what all extra things I can add on the call. And then at last showed my results on the call. I had scored 91.71% on that call, after that day I never look backwards, and now at present on today's date, I am the member of the top 10 performers for this month ranking 9Th among 150 executives on the floor.

So you also learn something with the help of my blog, and I will try to post the best contents in the future, which can help you to become a professional.