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Call Recording


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    Liz Langinsteiner, bilingual call center rep and customer service specialist talks about quality assurance.

    Welcome to the PhoneSmart, an insider view of the secret shopping industry.

    Today there are many new forms of quality assurance some more sophisticated than others. Secret shopping or call recording is becoming more and more popular in the self-storage industry. Call recording can be used as a training tool or a monitoring tool making sure the phone is answered promptly and well.
    Call recording also serves as a back up, just in case you need to confirm a price quote or a discount that was quoted to a potential client on the phone. I can remember on more than one occasion when a store manager called and asked why the Free Truck was promised upon move in?
    Most of us know that in order to promise a free truck at move in you must first look at the schedule and check availability. In most cases the free truck schedule is in the office at the storage facility. I am in the call center taking missed calls so needless to say there is no way that I could possibly know if the free truck is available.
    Sometimes callers only hear what they want to hear or what is convenient for them. I will be the first to admit that I am only human and humans do make mistakes. However when the call is recorded you can always go back and listen to the content of the conversation and know exactly what was and what wasn’t promised to the caller.

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    Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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