Agency Assessment Secret Shopper Call Review/Recorded Calls Scored

This article will share with you how to review the secret shopper calls

Who should see the results?	We recommend only owners at this point. When we work onsite with you, we will discuss revealing the secret shopper calls to the team and if that is a good strategy.
What do we review from the secret shoppers?	Overview - This is all of the survey responses from your agency aggregated. This PDF is great for seeing common themes in your sales process. Folders - You will receive a link to a folder where each call is stored by the caller’s name. Video from the shopper on their experience Quotes they received Communication they received from the agent Survey response Management System - We also recommend that you match the secret shopper to your new business process to ensure the team member followed the new business process.
When do we need to review these?	They should be reviewed before the Agency Planning Day meeting
Why do we do the secret shopper calls?	We aren’t as interested in testing the person as we are in testing the general sales process. Many insurance agencies do not have a solid trackable sales process, so we want to understand the customer experience.
How do I get the calls to review?	Nicole Vadnais will send you a link to the Google Drive Folder via email.

Strategy To Review Secret Shopper Calls

Start by reviewing the overview

Read the responses
Take notes below on the areas you feel need the most improvement

Select caller to review

Read the entire survey first, start to finish
Re-read the survey and take notes in the area below
Open your management system. Did the agent follow your new business process?
Review the quotes provided. Was the caller quoted to your agency standards?
Review the communication with agents. Were they professional and up to your standards?
Watch the secret shopper caller video
Make any final notes
Repeat this with each caller

Identify the top three takeaways on your current sales process

Recorded Call Scoring Process

APP will collect 4 Recorded Calls from your agency at 3 stages in the 3 programs. Calls will be scored by a Secret Shopper. Agency will receive Link to Folder and to scorecards to review. Remember we are scoring the process. If you are in Round 1 of calls expect them to now be the best, but expect improvement in Round 2 and 3. Reach out to your Performance Partner or Therese with questions, we are here to help!

Agency Efficiency-WoW Call Scorecard

Agency Retention-Retention Call Scorecard

Agency Growth- Secret Shopper Call process (Survey and Video)

Call Review Cadence:
- Pre Training Day 1
- Pre Training Day 2
- End of Program

Video of Process

Screenshot 2024-11-26 121745