{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/247356bea1114ddcb2e3c0b0cff41091\" frameborder=\"0\" width=\"1920\" height=\"1440\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1440,"width":1920,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1440,"thumbnail_width":1920,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/247356bea1114ddcb2e3c0b0cff41091-34f3c6482a9fbafa.gif","duration":275.6454,"title":"Grading Calls and Feedback Process 📞","description":"In this video, I break down our new SOP for grading calls and providing feedback. I explain the three types of feedback you'll receive: direct, public, and live call audits, and emphasize the importance of responding to feedback in a timely manner. I also outline the grading criteria, which includes rapport, process adherence, and empathy, among others. Please make sure to review at least two to three call audits attached below as part of your homework."}