More Than Secret Shopping

At the call center we have other responsibilities other than answering the telephone for our self storage, secret shopping, and training clients.  We also act as a training center for the current and new employees of our clients.  This service is known as the Role Play Helpline.  It gives the employees an opportunity to role play with us here at the call center.  One role play may be with a manager, an assistant manager or even a sales associate. They can be the caller and then the personnel at the call center can be the phone rep.  Roles can also be reversed so that each party has an opportunity to see how the role play works from either side of the call.  This training mechanism is very helpful and offers excellent resources for them and for our secret shopping and self storage business.  

In the beginning I was not too fond of the role play helpline until I viewed it differently.  I thought that it was a waste of time and saw no need for the option.  When I began taking calls I realized that this is the very same thing that we do at our self storage call center with our newbie to familiarize them with our script. I am now more open and accepting of the RPH.  This line not only helps the newbie but the veterans as well.  We at the call center also learn from the RPH especially when the personnel form the store is very experienced.  Different sales techniques and ways to overcome objections are learned throughout the role play.  It is good for them and good for us
 
Written by Angela Perry PhoneSmart call center trainer and reservations specialist.

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

Your local self storage unit provider in 1601 Twilight Trail Frankfort, KY. 40601

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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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