Servomex Secret Shopping

A look at how we helped convert leads to sales for Servomex

Who is Servomex?
Servomex are market leaders in the field of gas analysis. Headquartered in Crowborough in Sussex, they have sales offices across the Americas, EMEA and Asia Pacific. 2020 will be the ninth year that The Call Business has provided Servomex with global business development support in 20+ languages. This support includes lead qualification, secret shopping and customer service communication training.

Secret Shopping
For two years in a row Servomex commissioned a Secret Shopper initiative to test how well their global sales team responded to enquiries. Working via their website, email and telephone, we generated ‘leads’ and monitored responses to provide both objective feedback (metrics) and subjective feedback (anecdotal) on sales and customer service performance.

Training
Following the first of the Secret Shopper exercises, Servomex reviewed their lead management process and initiated a training programme to standardise the way in which enquiries are managed. We provided training for the customer service and inside sales teams in the US, Europe and China. This included a review of the telephone and email systems and, via collaborative workshops, we developed a series of protocols and SLAs for the company to move forward with. We also provide ongoing support.

Client testimonial
“We were delighted with the secret shopping exercise. The attention to detail was impressive, and we found the scoring matrix really useful in giving us anecdotal feedback as well as stats.

We wanted to up our game and The Call Business gave us key insights into the areas where we need to focus and provided workable pragmatic recommendations to move forward.

We’ve used Andi and her team for telemarketing for years and were delighted that their secret shopping project was of the same high standard.”

Colin Jones, Global Marketing Communications Director, Servomex