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.”

Checklist with pen isolated on whiteMany 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.