Telephone Mystery Shops for Self Storage

Know for sure how your customer service agents are handling your telephone inquires from new customers.

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MYSTERY SHOPPING PLANS

If your storage facility is looking for a customer service training program, look no further.  Our telephone mystery shopping program gives you a great look at how your customer service is being handled.  But beyond that, included with our telephone mystery shopping program is an amazing, interactive training program with Carol Mixon.

And remember…your telephone mystery shopper never scores your shop.  We have our own expert in-house evaluators, and you can click here to learn more about them!

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Everyone dislikes fine print – and we’re no different – but this will help clarify a few things!

  1. Targeted Employee Evaluation
    We need employee schedules if you would like specific managers to be called. Our shoppers are compensated for each attempt to reach your staff, so having the schedules is essential if you want them to find specific individuals without disrupting other employees.
  2. Multiple Shopper Voices
    SkilCheck has access to an extensive network of millions of shoppers nationwide. We strive to assign a different shopper for each of your shops. At the very least, we ensure at least 100 days between phone calls from the same shopper.
  3. Phone Numbers Displayed on Caller ID
    Our shoppers’ phone numbers will never appear as ‘Out of Area,’ ‘Blocked,’ or ‘Restricted.’ A phone number will always be displayed on your caller ID.
  4. Live 1-Hour Monthly Training
    Your evaluated employees are invited to a live Zoom training session with Carol Mixon and fellow SkilCheck team members every month. During this session, participants can listen to and learn from sales calls made by other storage managers. It’s a fun, relaxed, and easy way for employees to receive essential training.
  5. Custom Dashboard for Admins & Employees
    Admins in your company will receive unique logins that allow them to access all or selected locations, depending on your choice. Additionally, employees can have unique logins to view only their scores and shop evaluation forms, if preferred.
  6. Scored Evaluation Grading Sheet
    All of our evaluation forms are fully customizable at no additional cost.
  7. Review Link to Your Store
    If you opt-in for this feature, the shopper will receive a link to your Google Business listing after completing the call with your employee. They can leave a review about the customer service they received, but this is entirely voluntary. They can choose whether or not to leave a review and give as many or as few stars as they wish.
  8. Call Attempt Recordings
    All attempts to contact your employee are recorded and documented on your evaluation form. If you are in a Teal tier or higher, you will receive recordings of all attempts, which will be date and time-stamped. This will help you understand how your managers respond to your incoming calls.
  9. Follow-Up Response
    After the shopper concludes their conversation with your employee, they will wait at least 24 hours to see if your staff follows up with them through a phone call or email. This information will be documented on the evaluation form.
  10. Call Back Number Left with Call Center or Voicemail
    When the shopper reaches voicemail or a call center agent, they will leave their callback phone number for a manager to contact them. The shopper will also document whether and when the employee follows up with a phone call. The conversation will be recorded and evaluated using the SkilCheck evaluation form. If the phone call is not returned within 48 hours, the shop will be charged at the Bronze Level Tier, and the information will be sent to you.
  11. Unique E-Mail Addresses
    Each email address used by our shoppers can only contact your store once. You will not receive multiple email addresses contacting the same store.
  12. Written Message Sent to Store & Sending E-Mail Included
    Each e-mail inquiry to your store includes the message text and the email address from which the inquiry was sent. This allows you to investigate any discrepancies if a response is not received.

Time to Elevate Your Storage Facility

Self-Storage facilities are easy to understand but difficult to master. Let us help you today with Excellent Training, Professional Consulting or Management of your facility. Our mission is to help your facility excel the way it’s supposed to.

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