Are you Monitoring Calls?
Call monitoring is listening to live or recorded calls and auditing performance.
For most phone representatives, the thought of call monitoring is construed as unfavorable and a blow to one’s aptitude or blow to one’s abilities. In today’s business, it isn’t easy to operate efficiently and maintain the needs of both the Company and the Representatives.
How can call monitoring help benefit the Company and the Representative?
By combining your company phone standards and the experience of the USaidIt2 coaches, each call will be scored 0 to 5 on your key performance indicators. Recordings will be critiqued, and one-on-one coaching sessions will give each Representative the tools to succeed.
Overall Benefits
- Develops Representative confidence – Confidence is what makes the sale. Having confidence helps the caller feel comfortable with your selling.
- Streamlines business practices- – ensure company policies and procedures
- Provides constructive feedback – critique and refine
- Quickens sales call– Time is money! Turn the lead into a deal by gathering all the information on the first call.
Representative Benefits
- Enhanced performance as they know they are being monitored
- Real-time Training
- Representative Performance Improves
- Opens time for additional training and personal development
Management Benefits
- Insight into customer experience
- Opportunity to ensure compliance standards
- Development and cultivation of company policies and procedures
- Opportunity to track data
- Opportunities to improve client experiences—better reviews
- Streamlines business practices-
- Ensures company policies and procedures efficacious
Investing in Representative education improves Representative buy-in to company expectations and Phone etiquette. USaidIt2 can use your proven script or work with your management team to develop standards for your sales calls, ensuring quality calls Company wide. We will critique the recorded calls and coach Representatives to improve by utilizing a scorecard system driving Representatives to improve. Your Representatives will hear and visualize their improvement using constructed critiquing methods.
If you aren’t call recording, we can get you started. Send our Mystery Shopper and try our shop.
Let’s discuss where you want to see improvements and how we can help.
Phone Number: (704) 610-7598