Confidential Caller Program
Designed to objectively evaluate phone and customer service skills, our unique Confidential Caller Program tracks how your staff handles calls, customers and vendors. As a leader of your business, your aim is to drive a culture of accountability; with this program we can track and observe how your team is performing. We can tailor the program to suit your needs as the “secret shopper” could be:
- A vendor; to assess negotiation skills, which has a direct impact on margin performance.
- A customer with a complaint; to assess how well staff are trained in listening and effective responses.
- A member of the press or competition; to assess how much information is willingly provided.
This is how it works:
- Our specially trained Confidential Callers will call your office and act as a potential customer or vendor.
- The Confidential Caller takes notes on how the call was handled and scores the employee.
- The report and scorecard are prepared and sent with recommendations for improvement.
The whole process takes less than seven days!