It's no surprise that poor customer service representatives can bring an incredible amount of damage to a business operation. Standing on the front lines, these individuals provide the first impression of a particular business. And if that impression proves to be negative, a business owner will likely lose that potential patronage, even if the product or service being offered is superior to the competition.
Tony Chapman, the general manager of Toyota Scion Lincoln Mercury of Hollywood, understood this paradigm and decided to take proactive measures in order to determine which members of his service staff were performing well and which were not.
As Chapman mentioned in a 2005 article for Inc.com, "If a potential customer has a bad call, 98% of them just hang up and go elsewhere."
Consequently, he decided to hire private investigators who were able to implement monitoring software that allowed Chapman to listen in on service calls to evaluate employee performance.
While many of the calls recorded showed customer service reps being helpful and pushing strategic promotions to help roll cars off the lot, the article states that his investment in the monitoring software turned up plenty of calls in which staff members were rude, raised their voice, used profanity and even belched without excusing themselves.
Although this measure afforded Chapman a greater understanding of his top and low-tier performers, the service was expensive, costing roughly $1500 per month.
But, if a business official like Chapman had instead outsourced their customer service initiatives to a certified third-party answering service, none of those expenses would have been necessary. Though an answering service comes along with an adaptable, knowledgeable and friendly staff, should a business owner want to keep tabs on their activity, these professionals can record every single call and send it unedited in MP3 format so it can be analyzed for quality.
And because an answering service is only paid for time actually processing calls, a business owner can enjoy sophisticated service rep monitoring without such a hefty pre-fixed monthly bill.