SA Call Centre Team — 15 reps
All peopleFungai's South Africa appointment-confirmation team. Last week's score, trend & AI note.
"Connect rate dipping 2-4pm BST"
View →"Verification questions skipped — needs 1:1"
View →"Strong qualifier"
View →"Top performer this week"
View →"Holding steady"
View →"Improving on objections"
View →"Mid-afternoon dip — rota check"
View →"Solid all-round"
View →"Verification compliance"
View →"Strongest week ever"
View →"Improving connect rate"
View →"Steady"
View →"Booking quality"
View →"Strong rebound"
View →"Consistent"
View →SA Patterns This Week
3 detectedSignals across the SA Call Centre. Review with Fungai at the Monday huddle.
Connect rate dipping 2pm-4pm BST (8% lower than morning) — could be timing or fatigue. Overlaps with PAC mid-afternoon dip — shared rota fix?
Suggested — rota review, break placement at 2pm. Cross-dept with PAC.
Worsening trend
Verification questions skipped on 12 calls (Lerato + Tumelo + Mandla) — all same compliance fields. Below threshold but worth catching.
Suggested — 5-min refresher in tomorrow's morning huddle.
Recent — last 4 days
Naledi's qualifying script: 18% higher booking conversion — different opening that builds trust faster. Vendors more likely to commit.
Suggested — ask Naledi to record her opening for the team library.
Worth scaling
SA KPI Rollup This Week
vs targetsSix KPIs · target · actual · delta vs last week · 4-week trend.