Phone Shops achieve similar data as on site mystery shop results via interaction with customer service representatives, sales associates or other employees on the telephone. Callers follow specific scenarios to measure the sales process including timeliness of response, courtesy, quality of probing questions, suggested solutions and closing skills through asking for the sale or attempting to get the caller to complete the transaction onsite.
They can be conducted as non-recorded or, with proper authorization, as recorded calls which can be played back by the client for specific information and training purposes.
Companies across virtually all industries use phone shops, but they are especially commonplace in automotive, multi-family housing (apartments), new home inquiries, online retail, sports and entertainment sales offices and retail home services. Most clients prefer to record the calls to use as part of their in-house training programs, and many combine both internet and phone shops in order to capture a full understanding of the effectiveness of their sales employees, and the dynamic drivers of their lead conversion rates. At significantly cost-effective pricing, these are two measurement tools that many businesses believe are a “must-have” and a great value for ensuring that their employees are maximizing revenue opportunities.
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