Telephone Assessment

Tools to Improve Performance: Telephone Service First impressions, checking and converting into sales

For Operators:

In an age where we conduct so much business online, most people in our industry still prefer to make direct enquiries, such as bookings, via the telephone. This is particularly the case with large or unusual bookings.

This important interface has a direct impact on your performance, your brand and the customer expectations.

The telephone call is often the first impression in the whole customer journey. In our experience, many calls are often rushed and leave the customer wanting more detail. At key times of year you can be losing bookings for example in November, this can be costly if you lose a lucrative Christmas booking to someone else. Any call should be treated as if it could lead to a sale.

If you issue clear guidance to your team about what you expect, we can conduct and record mystery calls to assess whether that guidance is being followed and report back on the following:

  • The consistency of your staff in how they deal with enquiries or preset scenarios
  • The caller’s perception of the interaction
  • Trends over time or location

Option 1 is a simple recording of the call delivered to your inbox and online within minutes. Or you could add an accompanying questionnaire about key standards and perception.

For Suppliers:

The service level and cost equation for existing customers is a difficult balance to get right. Most of us as suppliers set the operational requirements and rarely check with customers and feedback except on an anecdotal basis which can lead to loss of hard earned business and goodwill and risks new potential customers being frustrated and going elsewhere or just not buying

We do require that your staff be informed that some calls may be recorded for training purposes. Depending on the frequency and complexity, we may either use our own staff or our assessors (to ensure callers are not recognised).

To find out more:

www.carltoninstitute.co.uk or call 01395 226622 and ask for Lisa or Ross