Gladys nervousness shows in her calls and she lacks confidence, which causes for a slow moving process through the script and inconsistencies in her verification protocols. She jumps ahead the NAPE before finishing, spells back letters & numbers as the caller gives them and puts calls on hold for long periods of time. Gladys needs to work on the dead space as she moves along the script, let callers finish spelling or stating numbers before she spells or repeats back the information, and set up orders with callers on the line.
