WAVE 91 EXPERIENCE & LEARNING MATRIX

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[Educational Attainment]        [BPO Experience]                [Learning Preferences]

• Bachelor's Degree: 43%        • 5+ Years: 43%                 • Hands-on / Practical: 71%

• Senior High School: 43%     • 3–5 Years: 43%               • Auditory / Discussion: 14%

• High School: 14%               • 1–3 Years: 14%                   • Reading / Manuals: 14%

BPO Tenure: 100% of the cohort has prior industry experience, with 86% possessing 3 to 5+ years of BPO background. This is a mature group accustomed to customer-facing dynamics and basic telephone etiquette.

Previous Sales Experience: 100% (7/7) have sales exposure, though only 43% (3/7) have specifically handled domain or web hosting products previously.

Learning Style Profile:

Hands-on / Kinesthetic (Interactive drills, role-plays): Chelsea, Janette, Reynante, Joevir, Jeffrey (71%)

Auditory (Lectures, discussions): Jehoia (14%)

Reading/Writing (Manuals, handouts): Joshua (14%)

Preferred Learning Pace: 86% prefer a Moderate pace, while 14% (Reynante) prefers a Slower, more detailed breakdown.

Chelsea Julia Amores

Key Strengths: Strong baseline communication; 3–5 years BPO experience.

Identified Growth Areas: Product specifics and process flow mechanics.

Primary Motivator & Retention Drivers: Family (kids), commissions, and a healthy work environment.

Jehoia Khim Lescano

Key Strengths: 5+ years BPO experience; strong customer empathy.

Identified Growth Areas: Advanced sales tactics, closing tips, and product details.

Primary Motivator & Retention Drivers: Life goals, financial stability, and fair compensation.

Joshua Codilla

Key Strengths: College graduate; 3–5 years experience; analytical reader/writer.

Identified Growth Areas: Product specifics and learning top-performer habits.

Primary Motivator & Retention Drivers: Financial rewards and productive, goal-oriented pressure.

Janette Brua

Key Strengths: College graduate; 5+ years experience; strong customer relationship skills.

Identified Growth Areas: Mock call anxiety, closing confidence, and product assignment mastery.

Primary Motivator & Retention Drivers: Family/children, career growth, and job security.

Reynante Comedido

Key Strengths: College graduate; 3–5 years experience; methodical and detail-oriented.

Growth Areas: Needs confidence when handling calls independently; mock call execution.

Primary Motivator & Retention Drivers: Financial stability and favorable shift schedules.

Joevir Villanueva

Key Strengths: 5+ years BPO experience; highly adaptable, fast learner.

Identified Growth Areas: Mastering the art of closing sales and consultative approaches.

Primary Motivator & Retention Drivers: Daily learning, skill development, and feeling valued.

Jeffrey Torniado Jr

Key Strengths: Natural communicator; strong growth mindset and self-drive.

Identified Growth Areas: Newfold sales techniques, approach strategies, and product value translation.

Primary Motivator & Retention Drivers: Personal growth, positive workplace environment, and team support.

🌟 Cohort Strengths to Leverage

High Communication Baseline: Reps enter with established verbal confidence and customer engagement habits. Facilitator time can be shifted away from basic communication drills and focused heavily on consultative sales frameworks and product value translation.

Growth-Driven & Motivated: Strong financial drive (commissions, family support) combined with a desire to learn top-performer strategies (Joshua, Jeffrey, Joevir).

⚠️ Anxiety Points & Classroom Risks

Mock Call Friction (Janette, Reynante, Chelsea): Despite their BPO tenure, several reps expressed explicit hesitation around mock call evaluations and working independently. Early, low-stakes micro-roleplays will help de-risk formal mock assessments.

Product Specifics & Technical Closing (Joevir, Jeffrey, Joshua): Reps are eager to learn the specific Newfold sales tactics and how successful floor agents overcome objections to close deals.

Sensitivity to Workplace Culture & Support: Multiple reps cited "lack of growth," "toxic environments," or "feeling unsupported" as primary attrition triggers. Establishing clear psychological safety and approachable trainer support early will be crucial for cohort retention.

Days 1–5 (Foundations & Mindset): Highly engaged by sales ethics, cultural nuances, and the FAB framework.

Days 6–10 (Technical Architecture & Systems): The hands-on DNS breakdown, email platform matrices, and CRM lead navigation converted abstract concepts into practical workflows.

Days 11–15 (Consultative Selling & ProServ): High traction around sales psychology, cognitive bias models, and side-by-side (SBS) listening.

Days 16–20 (Live Production Dialing & Close): Peak confidence driven by live phone time, landing actual floor sales before graduation, and deep cohort cohesion.

• Pillar 1: Systems & Core  Foundations Days 1–5 (Average Metric Score) 4.99 / 5.0

High energy around cultural awareness and FAB framework; minor note on compliance pacing.

• Pillar 2: Technical Domains & HostingDays 6–10 (Average Metric Score) 5.00 / 5.0

Tool navigation and live CRM lead audits rated as the clear instructional highlight.

• Pillar 3: Advanced ProServ & Consultative DiscoveryDays 11–15 (Average Metric Score) 5.00 / 5.0

Strong engagement with cognitive bias modeling, tone/pacing drills, and SBS call listening.

• Pillar 4: Live Outbound Execution & GraduationDays 16–20 (Average Metric Score) 5.00 / 5.0

Independent phone time reinforced confidence; live sales achieved prior to floor endorsement.

Days 1–5: Orientation, Foundations & Initial Hesitations

What Clicked: Trainees reacted strongly to the cultural sensitivity modules, Singlish language nuances, and the FAB matrix on Day 2. The collaborative activities set a supportive team dynamic early.

Friction & Feedback: One trainee noted that the QA compliance talk on Day 4 felt "a bit boring" compared to the high-energy SVS and sales sessions. Mock call anxiety, previously flagged in the baseline survey, surfaced briefly on Day 3 before hands-on tool navigation grounded the group.

Days 6–10: The Technical Leap (DNS, Emails, and Live Lead Audits)

What Clicked:

Day 7 DNS Management: The technical breakdown by Rob turned a historically intimidating topic into an engaging session.

Day 8 Email Platform Comparison: Trainees praised the practical positioning matrix comparing Titan, Google Workspace, and Microsoft 365.

Days 9–10 Live Lead Investigation: Trainees cited hands-on CRM lead investigation as the program's biggest breakthrough: "really had the chance to navigate, investigate and know what clients already have and what they still need."

Days 11–15: Advanced Psychology, Mock Calls & Side-by-Side (SBS)

What Clicked:

Day 11 Mock Calls & Tone Drills: The combination of gamified tone/pacing drills and roleplays eased earlier performance anxiety.

Day 13 Sales Psychology: Trainees strongly endorsed the Cognitive Biases and buyer decision-making module as a major lever for conversational control.

Days 14–15 SBS Call Auditing: Listening to live floor recordings anchored how MSEO and custom web design are pitched under real call conditions.

Days 16–20: Live Calling, Floor Validation & Graduation

Live Dialing Milestones: Real outbound calling blocks from Day 16 onward translated classroom theory into execution. Multiple trainees celebrated securing actual floor sales during training phone time.

Graduation Sentiment: Day 20 logs closed with strong tributes to the trainers' facilitation:

"It was one of the best training classes I have ever been a part of. Very intimate, very compact, very productive every single day... our trainers shared more than just product and process knowledge, but literally the blueprint on how things really go with the company and the program."

Kinesthetic Design Delivered Retention: The shift away from lecture-heavy instruction toward daily live lead audits, interactive vocabulary drills, and practical tool scenarios directly matched this cohort's 71% hands-on learning baseline.

De-Risked Live Phone Anxiety: Transitioning straight from SBS call listening on Day 15 into outbound calling blocks allowed reps to overcome phone hesitation while still in a safe classroom setting.

Floor Handoff Readiness: Wave 91 enters production with high enthusiasm, confirmed product positioning fluency, and live call experience. Floor leadership should focus on sustaining their outbound momentum and protecting their team cohesion during their initial 30 days.

Overall Training Satisfaction: 5.00 / 5.0 (100% Strongly Agree)

Facilitator Effectiveness (Rose & Rob): 5.00 / 5.0 (100% Very Effective)

Content Relevance & Practical Utility: 5.00 / 5.0 (100% Very Relevant)

Sales & Process Confidence: 4.86 / 5.0 (86% Very Confident, 14% Confident)

Program Pacing: 86% Just Right, with 14% (1 trainee) noting the 20 days felt "Far Too Short / Fast" due to the volume of information.

The Strategic Partnership: Trainees explicitly praised how the two facilitation styles balanced the classroom:

"Rose’s proficiency in driving conversations, using positive scripting, and demonstrating strong overall communication skills, combined with Rob’s technical expertise, made the training highly productive and effective."

Active Facilitation over Lecturing: Trainees valued that facilitators explained and demonstrated concepts interactively rather than reading off curriculum slides.

Sales Psychology & Cognitive Biases: Deep understanding of customer decision-making, consultative discovery, and framing solutions around real buyer pain points.

Positive Scripting & Conversational Control: Confidence in steering the interaction, active listening, and transitioning from inquiry to value-driven pitch.

Hands-on Tool Navigation & Live CRM Auditing: The daily practice of reviewing live leads in CRMS and mapping hosting solutions before pitching.

Focus on Higher-Margin Solutions: Reps requested ongoing exposure to complex, higher-value packages (Dedicated servers, advanced Managed SEO, and custom ProServ packages).

Advanced Edge-Case Technicalities: One trainee noted that web infrastructure has endless nuances and suggested continued technical deep-dives on the floor.

Complex Objection Scenarios: An appetite for ongoing live-call roleplays centered on difficult customer pushbacks during floor 1-on-1s.

Their primary operational vulnerabilities are conversational and behavioral rather than technical:

Conversational dead air and hold management during back-end investigation (Jeffrey, Reynante).

Introductory vocal precision and brand authority during standard call openings (Joevir, Reynante).

Emotional regulation and de-escalation composure during contested renewals (Khim, Janette).

Joevir Villanueva

• Core Strengths: Persistent outbound follow-through; reliable core asset identification; maintains professional composure through initial connection lag.

• Areas for Growth: Muffled vocal projection and introductory brand delivery ("Vodien"); reactive clarifying questions when handling customer pushback; abrupt transitions between renewal notices and value discussions.

• Floor Coaching Action: Practice a measured opening cadence to establish immediate brand authority; replace defensive clarifying questions with open-ended root-cause probes.

Reynante Comedido

• Core Strengths: Exceptional commercial instinct for securing 3- to 5-year multi-year extensions; high situational adaptability with mobile or busy clients; accommodates specific billing routing and email aliases.

• Areas for Growth: Articulation blurs during opening brand delivery; unnecessary administrative holds placed for routine email updates.

• Floor Coaching Action: Deliver power introductions with deliberate projection; manage secondary email routing live on screen to eliminate call holds.

Janette Brua

• Core Strengths: Polished, service-oriented communication; adept at handling proxy web developers and delicate client accounts; immaculate voicemail delivery with clear callback extensions.

• Areas for Growth: Rushing past personal customer distress back into sales scripts without acknowledging human context.

• Floor Coaching Action: Enforce the "Emergency Exit Rule"—halt sales scripts immediately when severe customer constraints arise, deliver genuine well-wishes, and pivot cleanly to an email follow-up.

Jehoia Khim Lescano

• Core Strengths: Advanced multi-domain portfolio management; meticulous cross-referencing of account tickets and historical contact logs; accurate mastery of domain extensions and registry rules.

• Areas for Growth: Conversational sparring and defensive postures during escalated disputes; skepticism toward frustrated clients.

• Floor Coaching Action: Implement the "De-Escalation Empathy Loop"—validate customer frustration instantly without arguing facts, maintaining emotional detachment during fee disputes.

Chelsea Julia Amores

• Core Strengths: Executive presence and consultative peer-level framing; navigates corporate decision-makers and administrative proxies smoothly; proactively diffuses scam concerns and structures itemized tax quotes.

• Areas for Growth: Securing same-day commitment; requires firmer urgency anchoring around expiration dates to prevent delayed closes.

• Floor Coaching Action: Ground quotes in operational continuity, leveraging exact expiration timelines to drive immediate closing velocity.

Joshua Codilla

• Core Strengths: Strong commercial numeracy; transparent explanations of manual promotional invoices and multi-year taxes; reliable multi-channel follow-through with direct callback links.

• Areas for Growth: Pushing phone engagement when customers explicitly request automated self-service email management.

• Floor Coaching Action: Execute the "Workflow Respect Protocol"—validate self-service habits immediately and frame manual outreach strictly as an executive courtesy.

Jeffrey Torniado Jr

• Core Strengths: Diagnostic mastery across complex environments (Hosting, SSL, Site Backups, SEO, Registries); relieves client panic regarding data loss; accurate multi-product invoice calculations.

• Areas for Growth: Dead-air during prolonged back-end tool audits; misaligning renewal terms before reciting financial totals, causing mid-call recalibrations.

• Floor Coaching Action: Execute 30-second progress checks to narrate actions and kill dead air; lock in selected contract terms before quoting bottom-line figures.