Quality Assurance
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Sometimes when I think I am going stale in the call center I pull out my copy of the basic script. Our basic script is presented to us in training and is a wonderful guide to the process of helping a caller reserve a storage unit. It takes us right through the process of finding what will work for the caller and offering information about the store’s amenities. We use it to develop our sales technique getting them excited about .
Now and then a caller will tell you that this is the first they have called. Generally however, unless the name of the company is AAAA Storage, they have been going down the long list in the yellow pages and getting the same information, sometimes in a bored or antagonistic voice. They have spoken with people who did not have the information they needed or were unwilling to share it. Sometimes there has been training at the facility but the company is struggling to find a way to check the effectiveness of their sales and management staff.
We can do that for you. Our Secret Shopping and Mystery Shopping department can record and evaluate live calls to your facility. These calls made by our trained staff to your store personnel are evaluated by the same standard used to evaluate the performance of our call center reps. Our shoppers are kind and professional and our evaluations are presented in a non-judgmental and productive manner. Utilizing this service could bring about a sales increase.
Written by Kay Johnson, call center blog editor
Thank you for visiting the PhoneSmart secret shopping , an insider view of the secret shopping and industries.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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