Murray Fitzpatrick

Phantom Calling

Phantom Calling

“Inspect what you expect.”

At Murray Fitzpatrick, we have learned from years of experience that you never really know what your team are saying to your customers on the telephone until they experience it yourself. Murray Fitzpatrick has our own in house phantom callers that are trained to ring your business with an enquiry and then record the resulting interaction with your staff. The subsequent recording is available to you, together with a written report outlining general comments, good aspects of the call and what areas need improvement. Generally, this service is the precursor to a tailored training session with your sales staff.

We beleive that it is important that your team has a sales standard that they are well trained on and measured against, and recording client interactions is sometimes the best way to start this process. It is a very powerful tool, which if used correctly, can yield huge results in improving sales and customer service levels.

Some important notes about phantom calling:
  • No private calls are ever recorded.
  • The only calls recorded are “fake” ones with our phantom calling staff.
  • We encourage an environment where calls can be played to a small training group and discussed openly in comfortable surroundings.
  • It is important to offer incentives for great sales calls.
We have undertaken a number of small and large scale phantom calling exercises, including a state-wide calling exercise to approximatley 50 franchisors within a large chain company, a country-wide enquiry and reporting exercise of price comparison within a specific industry, and monthly recorded calls that are used as part of an annual training scheme of staff within a large scale national company.
For more information on how phantom calling could benefit you, please contact us today.