Imagine throwing away half of your leads?
Oh, I know you’d never do that.
Maybe you’re a small business that intimately knows everything that’s going on.
Perhaps you’re a big business with big processes.
I’ve heard it all. And yet, this is the reality I see way too often.
Behind the curtain of a Mystery Shop
Here’s a behind the curtain look at real sales audit mystery shopping data for big ticket B2B phone sales.
The scenario requires a secret shopper to make an initial call and a follow-up made by an expert.
The shopper calls, speaks to reception, then a meeting is made with a call consultant. The consultant (or someone) is then supposed to call back within a few days.
The process is very well spelt out and extremely detailed. Our job was to mystery shop the call centre and see how the strategy is being executed.
Here are the secret shopper results!
55% of calls go to voicemail (huge).
But 40% of those couldn’t leave a voicemail (22%/55%). True story.
24% of the callers had to wait 3-5 business days for a response and 9% never got a call back.
But if you ask the customers who got a call, they were reasonably satisfied because the staff were ‘nice’.
‘Nice’ doesn’t tell the whole story. Here’s where it gets horrendous.
There is supposed to be a followup call within a few business days of the main consultative call.
81% of people never got the follow-up call.
The company has very precise and detailed customer journey maps, but they are just not being followed. They had no idea.
Sales audit mystery shopping will help you find the other 50% of wasted marketing budget.
Get the data, don’t be fancy.
If you want to find mystery shopping companies in Australia, contact us here or search on the industry website.
