Put It Off at Your Own Risk

Monitoring. The single most underused tool to boost and maintain rep performance and sales revenue, not to mention increase rep motivation, reduce turnover, and advance communication between managers and their reps.

Carefully orchestrated monitoring is so crucial to the success of your call center, underestimating its value can prevent your reps from succeeding, reduce sales revenues, strongly contribute to high turnover rates, and ensure that your call center will maintain lackluster performance over the long term. There is a way out.

Let PFS monitor calls off-site for your managers. With our expertise, built over 25+ years in the industry, your call center can:
• Collect and organize the sales performance data necessary to analyze how your products/services are selling and where marketing course corrections are needed;
• Identify specific strengths and weaknesses in reps’ presentations and/or telephone sales/service skills;
• Free-up your managers’ time to actually manage and coach reps;
• Measure the success (or failure) of specific product/service launches;
• Measure the effectiveness of your scripts;
• Motivate reps by informing them of what’s expected of them in specific,
concrete terms;
• Bring new hires up-to-speed more quickly;
• Benefit from the expertise of well respected and independent third party reviews;
• Create the hub of a continually high-performing sales culture;
• Dramatically boost its sales revenues.

Where To Get Help

PFS will monitor your reps off-site using either your call center’s monitoring program or implementing our systematic process.

1. Using Your Monitoring Program
We will monitor your reps using all of your already identified screening tools:
a. sales performance standards;
b. statistical targets;
c. monitoring forms;
d. reporting sheets.

All monitoring will take place off-site and be conducted by trained experts. We will assess results and file regular reports of our findings. Depending on the needs of your call center, we can modify our approach as necessary.

2. Using the PFS Monitoring System
We will customize our tested and proven monitoring system to meet your
center’s specific needs. This includes:
a. matching our specific telephone sales performance competencies to
your sales culture;
b. identifying your target selling goals by product/service, and/or
marketing plan;
c. formulating reporting strategies;
d. acting as the on-site monitoring coach to your reps;
PFS will conduct two, 2-hour off-site monitoring sessions to test our applications. Depending on the results of these pilot sessions, we will either make the
course corrections indicated, or train your reps to perform the telephone sales competencies we’ve identified. If training is involved, we will conduct another series of test sessions (included in the fee) to be sure we’re on track.

Once our tests prove successful, we will conduct offsite monitoring on a regular,
mutually determined schedule and provide reports accordingly.