The Convirza Call Audit Process:

Request Your Free Audit: Fill out the form to request your free call audit.

Script Selection: You have two options for the mystery shopper’s script:

1. Use Your Script: Provide Convirza with a specific script you want the mystery shopper to follow during the call. This script can outline the scenario and questions you want the representative to address.
2. Use Convirza’s Script: Convirza has developed industry-specific scripts based on their analysis of millions of calls. They can choose a script tailored to your business type.

The Mystery Call: A Convirza agent will call your business, posing as a potential customer. They will follow the chosen script and interact with your customer service representative.

Call Scoring and Report: After the call, Convirza will analyze it based on industry benchmarks and their experience with over a million calls.

They will score the call on key metrics like:

• Appointment Setting: Did the representative successfully schedule an appointment?
• Sales Conversion: Did the conversation lead to a sale or quote request?
• Customer Service: Did the representative greet the caller appropriately, ask for their information, and address their concerns?
• Company Guidelines: Did the representative follow your company’s established protocols for customer interaction?

Receive Your Results: Convirza will provide you with a detailed report outlining the call score, the identified strengths and weaknesses, and actionable recommendations for improvement.

Benefits of a Convirza Call Audit:

• Identify hidden opportunities: Mystery shopping can uncover missed opportunities to convert leads into appointments or sales.
• Evaluate customer service effectiveness: Gain valuable insights into how your representatives handle customer interactions.
• Improve call center performance: The Convirza report provides specific suggestions for enhancing your team’s skills and boosting sales.
• Benchmark against industry standards: See how your call center compares to others in your field.
• Small changes, significant impact: Minor tweaks to conversation flow can often lead to significant conversion rate improvements.

Is a Call Audit Right for You?

If you’re looking to improve your customer service, boost sales, and gain a competitive edge, a Convirza call audit is a valuable tool. This free service allows you to assess your current performance and identify areas for improvement and opportunities to increase your ROI.