It’s Fun To Secret Shop

Aside from taking calls here at the PhoneSmart call center, I also am involved in making Secret Shop calls to our clients to help out in their evaluations. I think I have the most fun making those phone calls. To me it is not just about calling, having them lead the conversation, and then hanging up. No! The preparation for the calls gets me going. Before any faux self storage calls can be made, there needs to be a few things either written on paper or at least kept track of mentally.

First you have to create an alter ego. This alter ego is the different name to go by on the phone, just in case they actually recognize the real name. For me, it is usually the name of a guy I went to High School with. I went to an all boy high school, so there are plenty of names at my disposal. Once the name is decided (first and last), and then it's time to choose a phone number. I think a great way to pick a phone number is using the area code and next three digits of the phone number to the location that is being called, and follow it up with the last four digits of phone numbers I know. It helps to look at the final creation of the phone number a few times so it feels natural when you would have to repeat it back to the manager being evaluated.

The most important part of the process is getting the story straight for the reason needing self storage. This is where most mistakes happen. I try to create a simple enough story and mention a few generic items that will be stored. If the story becomes too intricate or you name off too many items, then the possibility of contradicting yourself happens. Since the managers are paying attention to what we say, that is something that can bring up a red flag in their mind, and they start trying extra hard on the call. In this case mission is failed because the whole purpose is to evaluate how they are naturally on the phone. In any case try to sound believable, it makes the experience that much more entertaining.

Written by Julio Montes, PhoneSmart call center evening supervisor and business blog writer.

Thank you for visiting our secret shopping blog, an inside peek at the mystery shopping and secret shopping industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Your local self storage unit provider in 7536 Wornall Rd. Kansas City, MO. 64114  

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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