25 November 2014

Scared of What Call Evaluation Might Tell You About Your Business?

Lying handcuffed in a bathtub filled with leeches.

Drinking “crappuccinos” made of pureed stink bugs, flies, and worms, and topped with live, unblended bugs.

Diving blindfolded from a helicopter.

Sounds pretty frightening, doesn’t it? If you ever watched the show Fear Factor, you may remember these stunts (among others) that contestants performed in order to win thousands of dollars.

There’s another “fear factor” that plays out in business. It doesn’t deal with phobias like insects or heights, but it occurs when companies refuse to face their fears because they’re scared of what they don’t know about their businesses. Like the show, if you face your fears, you can come away with thousands of dollars. However, if you refuse, you’ll end up empty handed.

Here’s how it happens: Imagine you’re an owner of a hotel franchise. Your business is doing OK—you’re bringing in enough income to pay the bills and sometimes bring home a little extra. Your front line does well (when you’re around), but you’ve got a suspicion that they’re slipping up when you’re away. Whether they’ve been less than helpful or missed calls for one reason or another, you’re not sure, and since you don’t have any solid evidence, you continue as usual, hoping to improve, but not sure what to do, and afraid of what you’ll find if you dig deeper.

It seems easier to turn a blind eye to issues that can require extra work. But this inaction is exactly what’s keeping your business in a holding pattern. If you’re scared of what call evaluation can tell you about your business, imagine how much more afraid you should be of allowing the problem to go on instead of fixing it, losing you thousands (and over the lifetime, potentially millions) of dollars.

Here are five things your business can achieve with third party call evaluation and grading.

1. Structure

With call evaluation, your leadership and sales team will work together to create a plan for success in sales calls. Because your sales team knows exactly what the criteria is for grading, they aren’t left in the dark or able to say “I didn’t know.” Grading gives quantitative data that can be charted and monitored, and that will ultimately increase their effectiveness and individual levels of performance.

2. Coachable Opportunities

Creating a consistent grading system and analyzing those metrics allow you to create a standard. Once you’ve established a baseline, you can use the data not only for scoring your agents, but for giving them opportunities to see what mistakes or miscues they’ve made and what they can do to can improve their scores. It also gives you an opportunity to take a holistic look at bigger issues within your organization. If each member of your front line is consistently making the same errors—for example, putting customers on hold for too long (or at all)—then maybe it’s a training issue that wasn’t addressed. With this information, you can adjust your training and improve your service more quickly.

3. Neutrality

A third-party partner scoring your team gives you an unbiased, reality-based view of all of your employees’ performances. The difference between neutral and in-house scoring is important: unlike with secret shoppers or in-house, random screens, your employees don’t put on an act when they suspect they’re being monitored, because they’re always being evaluated.

Once we’ve collected the data, we provide a system that helps you identify successes, compliance, and efficiencies in an easy-to-understand medium called scorecards. This tool provides a sample of calls so you’ll know what your people are saying. Here’s how it works:

  1. Your calls are completed and recorded at our fully redundant, world-class network operations center.
  2. Then, your calls are processed and loaded for analyst review.
  3. Finally, your custom outputs are programmed and accessible to you on our reports site wherever you are, using your computer or mobile device.

You can be notified within minutes about any personnel issues or other circumstances that are costing you money.

4. Expertise

Our experts will help you tailor scorecards to your needs: we will help you improve your sales skills and enhance your customers’ experience. As you customize your scorecard for your industry, we can guide you in the process and offer assistance as needed. Our customers typically see a 10-15% uptick in sales as result of call evaluation and scorecards.

5. Competitive Advantage

With a scoring system, you set your organization apart from your competition. How? Because investing in your sales team is an investment in your client base. While you’re paying attention to the details and making the changes—big and small—that improve your team’s close rate, your competition may not be.

Take our hotel franchise owner, for example. By evaluating calls, you have the ability to see who is making or breaking sales, what they are doing (or not doing) that is causing the problem, which gives you the how to fix it and the why to back up your decision, whether that’s more training or hiring different employees when necessary.

The bottom line: In order to grow your business, you can’t be afraid of what you may find out. If you conduct business over the phone, you’ll benefit from knowing more about your employees’ business behaviors. Call evaluation and grading gives you peace of mind that you are setting up your CSRs for success and on the path toward growing your business and winning new customers.

Ready to boost your close rates and volume? We can help! Get in touch today to see how we can help take your company to the next level.