Are the associates mentioning additional products? Overcoming objections? Attempting to close the sale? Asking for a reservation or appointment?
Eliminate hours of “listening in” to your call center
Hear how the same question is handled by multiple associates. Using Confero’s telephone shopping services allows comparison of performance on the same customer scenarios, allowing clients to see who needs training, who is saying what and who is doing a great job.
Zero in on inconsistencies
Are the associates telling customers the same information? The information retained from training varies from associate to associate working in the call center. Recorded telephone mystery shopping reports help with this issue. You can hear exactly who needs training and who is doing a great job.