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Listenforce excels at helping organizations measure the level of service. Recording, scoring and holding team members accountable is key. Remember, when it comes to training, you don’t get what you expect, you get what you inspect!
We were not treating phone calls as valuable as we would a walk-in prior to starting this program. We always trained on sales but the phone was not a priority and we didn’t maximize the value of the potential phone opportunities. Today we work harder to make a strong first impression on the phone and convert that call into an appointment. We are learning more about the caller and scheduling more appointments from the phone today.
Having the calls has really helped us improve performance. I noticed that we say no a lot, that we didn’t seem to value the phone call and convert it into an appointment. It’s hard to say why someone else wouldn’t purchase listenforce package based on the results I’m seeing.