Preparation Can Improve Third Party Verification Success Rate

wallThe key to providing effective third party verification services is finding the sweet spot between qualitative and quantitative performance: delivering a warm, personal interaction while keeping the numbers in line.

One of the key statistics that our clients continually monitor is TPV percentage. It’s the Big Daddy — the batting average of third party verification. Simply put: Of all the calls that get warm transferred from the client to the verifiers, how many get through as “good sales?”

While that metric has a direct impact on the profitability of any campaign, the success rate doesn’t rest with The Sales Verification Company representatives alone.

In fact, TPV percentage can be dramatically increased if the sales agent properly prepares the customer for the verification call.

Here are our tips for sales organizations to improve their stats:

  1. The Customer Warm-Down. After you get a “yes,” but before you transfer to third party verification, briefly recap all program related information with the customer so the process runs more smoothly during the TPV call.
  2. Be Thorough. Answer all of the customer’s questions by the time the TPV call is placed.
  3. No Coaching. Don’t instruct the customer on what to say or how to answer. Instead, educate your customer on the terms that will be used during the TPV call. Make sure they understand the concepts.
  4. Time Check. Set the customer’s expectations for the length of the TPV call (i.e. “a few minutes of your time.”) But the script is a standard length, so don’t underestimate the time required – it will only lead to frustration. TPV is an important step for everybody, so make sure the customer feels good about the process.
  5. Be Reassuring. You have undoubtedly built some rapport with the customer during the sales process. Let the customer know that they’re not abandoned to TPV; that you’ll be back on the line after the verification to answer any further questions (only if this is your standard procedure, of course).
  6. No Talking. Do not interrupt the TPV script in process. This generally results in a failed verification. And watch any overspill of noise from your call center. Better to just put yourself on mute during the entire process.

Sales organizations spend a lot of time training their people on sales techniques and product specifics. Paying equal attention to TPV preparation is an investment that will pay off in efficiency and customer satisfaction.

Nobody does TPV better than The Sales Verification Company. Protect your company, your customers and your marketing investment. Contact us to discuss a third party verification campaign.

Welcome Calls Make for
Satisfied Customers
welcomeSometimes it seems that acquiring the customer is the easy part. Hanging onto them for any length of time is the challenge.

Clients of The Sales Verification Company go to great lengths to grow their businesses organically. They hire sales vendors, train them on their products and processes, develop scripts, secure leads and develop customer segmentation Then sit back and let the sales pros to do their thing.Third party verification is a crucial part of that sales process, as it ensures a complete understanding on the customer’s part about the product, price and term. TPV protects everyone from costly misunderstanding, and can eliminate any future enrollment disputes.

But let’s face it; the TPV process isn’t exactly a visit from the Welcome Wagon. It’s a fairly straightforward, yes-no proposition that’s designed primarily for regulatory compliance.The Sales Verification Company also offers a service that’s a little more personal, and can create a positive first impression in the minds of the customer: The Welcome Call.

The goal is to welcome the customer and to reassure them in the buying decision they’ve just made. And sometimes, we as consumers just want to be heard. Giving the customer the opportunity to voice any concerns or answer any nagging questions can put them at ease and on the road to a long customer tenure.

The Welcome Call is an economical way to let your customers know you appreciate their business, and helps you ensure sales integrity through a brand-building initiative.

For more information about a custom-designed TPV campaign, contact us today.

Quality Monitoring Can Improve Customer Retention
An old Russian proverb, borrowed and made famous by President Ronald Reagan in the ‘80s, pretty much sums up our clients’ approach to their sales vendors.“Trust, but verify.”

Many companies employ outsourced organization to provide their sales efforts or customer care function. It’s a simple matter of resources: easier to hire a professional than to try to do everything yourself.But how do you really know if your sales or care team is presenting your products and brand values in an honest and appropriate way?

Remote monitoring is the answer, and most companies listen in occasionally on their vendors. Spot checks can certainly be effective in keeping everything running smoothly. But it’s often the concept of random, remote monitoring that’s keeps the vendors in line. Again, it often comes down to resources, and most companies don’t have as many person-hours as they’d like devoted to monitoring.The Sales Verification Company can supplement your monitoring efforts. It’s a simple solution to improve customer services and telesales efficiency and prevent systematic breakdowns that lead to unpleasant customer experiences.

Call monitoring works by having our third party quality assurance team plug into our client’s vendor and monitor the calls as they progress. We can ensure that your script and regulatory guidelines are followed, and make note of any trends of customer reaction or other areas in need of improvement.

This quantitative and qualitative data is provided back to the client through their Account Manager, along with professional suggestions on ways to improve the customer experience.

With live monitoring feedback from The Sales Verification Company, our clients can:

– Address issues with employees that will improve their phone skills.

– Look for fundamental issues that can be addressed by the management team.

– Create internal policies and training programs to improve vendor performance and enhance customer experience.

By proactively working with The Sales Verification Company, you can get ahead of any major trends, improving the customer experience and significantly improving customer retention.

Nobody does TPV better than The Sales Verification Company. Protect your company, your customers and your marketing investment. Contact us to discuss a third party verification campaign.