Total Quality Assurance Services

Years ago PhoneSmart had a small department called Secret Shop.  The lone employee’s job was to remotely monitor PhoneSmart phone reps to be sure we were performing our jobs properly and to give us training tips. Today this department has blossomed into its own entity and provides a huge variety of services to clients nationally and internationally.  Here is just a sampling of the different services that the Total Quality Assurance Services (TQAS) now offers.

• Secret Shopping TQAS still does mystery shops for PhoneSmart, but now they also have over 400 outside shops each month.
• Sales Role-Play Helpline Clients are able to call a toll-free number and role play with one of PhoneSmart’s own call center representatives. Our reps take almost 120 calls per day, each; they know their stuff!  This service allows callers to discuss problem areas they are encountering or situations that make them uncomfortable.
• Training Packet TQAS has put together a variety of training packages that companies are able to purchase to help employees improve their telephone skills. TQAS teaches sales techniques specific to building a self storage quote and closing the sale over the telephone.
• Sales Team Management PhoneSmart has developed services to personally customize training and monitoring your staff so that their sales skills increase your bottom line.

PhoneSmart’s Secret Shopping department now encompasses TOTAL quality assurance, not just secret shopping; thus the name change.  Sarah Little and Natalie Thomas will be present at the SAA Fall Conference in Las Vegas this September.  Check them out, and see how they can help improve telephone skills for your employees!

Written by Ann Sheehan

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