Call Quality Drives TPV Measure of Effectiveness
There’s no stronger measure of Third Party Verification effectiveness than call quality. It’s both objective and subjective -- is our TPV good-call percentage where it needs to be, and do we sound patient and welcoming in the process?
One thing’s for sure: we take it very seriously.
We have a team of monitors who score a significant percentage of calls from each client market. We also have a monitor who evaluates a sampling of the Rejected calls from each campaign, looking for patterns or areas of customer confusion. That feedback to the client can prove valuable in making changes to sales scripting or process, raising sales agent effectiveness.
We have two coaches who work with our representatives to improving their soft skills and their overall call handle times. Each client has set parameters around how long a script should take to get through, and it’s our job to execute efficiently.
Every TPV representative is monitored on a minimum number of calls every week, and their Call Quality percentage is watched closely. All verifiers are immediately corrected on any call errors, as repeated mistakes can quickly become costly.
Most importantly, we offer our clients complete transparency into the training, coaching and mentoring of our TPV representatives. In fact, during any potential client’s first visit, we encourage them to put on the headphones and listen in to our product in action.
“We want all customers to have a great first experience with the company they are trusting with their verifications,” Executive Director Sara Goldberg said. “We want them to feel certain they made a right decision in hiring us, and feel confident in our ability to deliver an upbeat, warm and natural presentation to their customers.”
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.