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3 reasons to have your phone team’s skills audited

By andrew on April 10, 2012

3 key reasons to have your telephone team’s phone skills independently audited.

It is clearly a good idea to have a review carried out on the skills of your telephone based team. I’m sure you don’t need convincing of that. Chances are that your telemarketing, telesales, internal sales or customer service team spends more time talking to your prospects and customers than anyone else (apart from the receptionist. And many of you don’t have receptionists anymore. ) There are good reasons why it is important to get someone externally with expertise to do this for you;

  • You don’t have time to do it yourself. You intend to of course, but with so many other conflicting demands on your time, you don’t get the time to carry it out.
  • It is independent, with nothing to colour judgement. The person coming in to listen to your team has no pre-conceived ideas. They have no favourites, no-one to mark down because of their time keeping etc.
  • It may help you identify development and training needs. If you’re a progressive manager or director in a progressive company you’ll be keen on seeing continuous improvement in your team.

At this stage we have to declare our hand. We have a vested interest in this subject as we carry out audits on teams around the country frequently. Usually as a precursor to a training programme.

You can download a copy of a team audit, if it is something of interest to you, and you’d like to see an example of the type of things you might get back. Incidentally both of these team audits available to download, one for customer service, one for telesales are real team audit reports. Admittedly they have been edited to ensure the anonymity of the client. So all names have been changed and references to the industry sector have been edited too. Nevertheless they give you an idea of how it works.

http://www.tomarket.co.uk/teamaudits/ is the link to start downloading sample reports.

A 2 hour team audit can be carried out on your site for just £399 + VAT if you want the written report with it as well, or £329 + VAT if you’re happy with the verbal debrief and not the written report. This is a small investment to make in your team and it’s development.

We carry out team audits on all telephone based, customer facing teams ; internal sales, customer service, telemarketing and telesales. Given that all it takes is 2 hours and happens while your team does it’s usual job – talking to customers (that is, after all, the whole idea!) what could be easier.

To Market carries out team audits on telephone based teams all across the Midlands and beyond, including Cambridge, Newmarket, Bury St. Edmunds, St. Ives, Peterborough, Milton Keynes, Bedford, Northampton, Kettering, Corby, Wellingborough, Leicester, Nottingham, Derby, Loughborough, Oakham, Rugby, Coventry, Daventry, Birmingham, Lichfield and Solihull.

Contact us via e-mail info@tomarket or call us directly on 01858 461148.

 


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