MONITORS CALLS WITH REAL CUSTOMERS
Whether our clients use 5 STAR Concepts’ technology to record real conversations between their customers or their own technology they already have in place, these conversations are uploaded into ORION, our on-line coaching tool, for our coaches to score and use as a measuring tool as well as teach each employee what they can do to improve.
Ongoing coaching and training is a key factor for long-term change.
That is why after our training sessions we follow up with continual training and coaching. This is how it works:
COACHING
Coaching is individualized training. Each employee learns at a different pace and has different trials to overcome. We assign a specific coach that gets to know our clients’ company and their employees. This coach works with each employee within our On-Line Coaching tool, ORION, helping them to improve their customer service and sales skills. Our coaches use secret shopping situations or real recorded calls and customer surveys to help monitor where each employee is in the training process and teach them skills that will improve their results.
PHONE SHOPPING
Our shoppers call into our clients place of business posing as potential customers to their employees. Using scenarios that best suit each client, these calls are recorded and uploaded into ORION, our on-line coaching tool, where they are scored and coached by the coach that has been assigned to that company. Depending on the size and the needs of the clients we will do between five and seventy-five phone calls a month into their location
ON SITE SHOPING
In each shop, we are looking to have as many interactions with as many different employees as possible during our stay so we can get a good across the board evaluation. For example, with hotel evaluations we will stay at the hotel for a couple of days. We typically do a single evaluation per month or per quarter.
Our on-site secret shoppers are trained to too look for several skills from the employees, including;
