Making the right impression at the first point of contact with customers is key to securing their trust and forging a strong relationship. For many businesses the 1st contact is often by telephone, so it is really important that staff make the right first impression.
So measuring what is said on the telephone, and the way it is said, is critical to success. Yet many businesses still rely upon traditional measurement methods such as mystery shopping. Our clients prefer to measure the real thing using our SCAN (Sales Call Analysis) service.
They understand that telephone mystery shoppers need to be given scripts which means that they hardly ever sound like real life customers, and are quite often spotted by staff. So the results achieved rarely reflect a true picture of the customer experience that they offer.
SCAN measures what is really being said and how it is said by analysing real life customer telephone calls. Our fully trained Customer Experience Analysts measure and report at two distinct levels; Process Skills and Interpersonal Skills.
Chris Waldron, Director, Blade Motor Cycle Group comments “We know that every time the telephone rings it is our chance to make a great 1st impression. SCAN provides an accurate picture of how our staff interact with our customers and prospects on the phone”. Chris continues “The SCAN results allow us to fine tune what we do, offer training and guidance to our staff and make sure that we always offer the best possible customer experience”.
SCAN is currently being used by many manufacturers and dealers. To find out more about how SCAN is changing the way people measure how they communicate with other people please visit our website.