PhoneSmart Practices What They Preach
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At PhoneSmart our call center representatives have their calls randomly evaluated, or monitored, twice per month. This secret shopping is a service the Total Quality Assurance team provides in order to ensure the highest quality of service to our clients. It allows us to provide ongoing training to employees on an individual level.
Our trainers are busy coaching new employees but even veterans are prone to slip into a slump now and then. Secret shopping provides a great tool for each rep to constantly know what is working for them and what could use some improvement. Hearing their own voices on the recordings is also a very effective way to give some reps a reality check. It’s easy to disregard a piece of paper and dismiss the advice we give, but when the written evaluation is backed up by the reps own voices the evaluation carry more weight.
Secret shopping is something PhoneSmart has practiced within its business even before we offered it as a service to outside companies. We believe in offering services we ourselves use. Our vast knowledge of the businesses we serve and the fact that we are part of the industry is what makes PhoneSmart a step above the other guys who just send you a piece of paper every month.
Written by: Sarah Little, TQA Executive
Thanks for reading PhoneSmart’s secret shopping ; we unveil the truth behind mystery shopping and the world.
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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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