A prominent retail group in the South East with quality volume franchise needed to know where their business enquiries were coming from and how effective they are at dealing with them. BDM Voice was asked how we could help to achieve this without the need for telephone mystery shopping or relying on staff to report the source of enquiries which had become unreliable.
BDM Voice introduced telephone call tracking software to enable the business to report on inbound sales enquiries and telephone call recording in order for us to monitor the quality of call handling through their multi site operation. Using call recording meant that there was no need to spend time, and money, with mystery shopping and listening to the acting out of theoretical scenarios because we provided real life customers and the colourful breadth of their approaches to buying.
The business has become far more effective at dealing with enquiries. As a consequence, their sales performance has increased significantly in an environment of reduced marketing spend and a dramatic change in the profile of their expenditure.