The Trough

949 days after request

The adviser brought her weekly coaching note to the assisted-service lead. It asked her to reduce the duration of calls referred for underwriting. She opened the case behind the note and left the waiting interval on the screen. She had shown the same problem to Nadia before the unit existed.

“What should I have done during that bit?” she asked.

The lead read the case history. The referral was required, the information was complete and the adviser had contacted the underwriter through the agreed route…