People Skills Determine TPV Service Excellence
The Sales Verification Company provides the finest live operator third party verification service in the industry. We take pride in our work, and are constantly measuring ourselves against our own expectations. Those measures can come through cold, hard data: everything from talk time, calls per hour, verification percentage and composite service level. Numbers are the easiest way to keep score, measuring value to our clients and setting new benchmarks for ourselves to get better.
But we also measure our effectiveness through our “soft skills,” basic human communications that are the hallmark of live operator TPV.
Every new TPV representative receives a document written by Executive Director Sara Goldberg entitled, “Who We Are and What We Do.” It’s a mission statement, of sorts, a road map reminder of what’s important for everyone who takes a verification call on behalf of a client.
Sara reminds her staffs that the purpose of TPV is to read the verification script verbatim and obtain strict yes or no answers in order to objectively determine the validity of a sale, ultimately protecting the sales company and the customer.
Beyond that, though, she impresses upon her team the importance of voice tone, warmth and patience in the process. The verifier must ensure they don’t get in the way of the verification process, causing customer concern through a “robotic, uncaring or uninterested” approach.
“Our best verifiers have excellent soft skills, but most of all they simply care about the job they do,” Sara said. “I tell new hires that if they care about providing a good service, and they allow that to come through in their voice, they’ll do well. I really believe that approach is what makes live operator TPV so effective, and makes The Sales Verification company the best in the business.”
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.