Telephone Performance Analysis (TPA)
You have the ability to score each individual call handler’s performance. This can be very helpful in boosting their confidence and your company’s revenues.
Using Telephone Performance Analysis, your calls are evaluated against our proprietary criteria we call the Core Four Principles. Each call is reviewed for the call handler’s skills to:
Build Relationships, Create Value, Understand Needs, and Ask for the Commitment. The lead-to-close rate and TPA Score is calculated and reported for each of your call handlers. This report and performance assessment can be very impactful for businesses with 5 or more call handlers.
How it Benefits You
Score your call handlers as individuals or teams
If your business is part of a network of organizations, TPA scoring lets you compare your appointment-to-conversion rates across the network and the industry. You can use the information to improve your staff or incentivize a team.
Advertising is half the job
You invest a lot of money on advertising to make the phone ring. Your call handlers have to close the sale or book the appointment. Convert those leads to appointments by engaging your prospective client. To understand your call handlers’ true performance, it needs to be measured.
Anecdotal information isn’t fair to the staff or effective for you to make sound decisions and changes. The goal is higher call-to-appointment rates. CallSource has the tools and experience to meet that goal.
How It Works
More accurate than mystery shopping
Our experts analyze and score your actual sales calls, utilizing a customized rubric based on your specific industry. Unlike ‘phone shop’ services that stage scripted calls to catch your people performing poorly, TPA scores are objectively based on actual calls in order to help employees improve call handling skills.
Continuous performance improvement
TPA regularly and objectively monitors your employees’ performance. Monthly TPA report cards track call handling behaviors and trends by individual employee and by location, giving you a high-level overview of your staff’s performance. It can even compare your performance to your competitors.
Improve the customer experience
We score each employee individually to pinpoint their skill gaps and then assign training specific to their needs. TPA provides unmatched insight into how your call handlers are engaging with your potential customers so that you are always sure prospects are properly converted.