What are call credits?
You might be wondering what a call credit is? A call credit means flexibility for you. You do not have to stick with one type of call. Maybe you want to audit the competition and compare? Need additional coaching? Want to audit how your team is providing service virtually? We have you covered in all of these areas. Call credits allow you to move between various call formats without incurring additional account fees. Just apply your call credits to any of the available call types.
Reporting Types
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Audio Only 0.5 Credit
A mystery shopper will call your location, and you will be sent the recorded audio.
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Coach (Client with a contract before December 2021) 1 Credit
Please contact support for custom call credit trade information. A mystery shopper will call your location. You will be sent our custom assessment with recorded audio (or transcript with virtual shops), grade %, tone %, hand-crafted tips, PDF report, and email notifications.
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Coach Plus 1 Credit
A mystery shopper will call your location. You will be sent our custom assessment with recorded audio (or transcript with virtual shops), grade %, tone %, last call comparison, previous month comparison, 90-day comparison, hand-crafted tips, PDF report, and email notifications.
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Motivate 1.5 Credits
A mystery shopper will call your location. You will be sent our custom assessment with recorded audio (or transcript with virtual shops), grade %, tone %, pricing information and comparison, learner comparison, last call comparison, previous month comparison, 90-day comparison, encourage summary, loyalty summary, personal connection summary, overcoming resistance summary, hand-crafted tips, PDF report, and email notifications.
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Compare 2 Credits
A mystery shopper will call your location. You will be sent our custom assessment with recorded audio (or transcript with virtual shops), grade %, tone %, pricing information and comparison, learner comparison, last call comparison, previous month comparison, 90-day comparison, encourage summary, loyalty summary, personal connection summary, overcoming resistance summary, competitor assessment, competitor rate and summary details, hand-crafted tips, PDF report, and email notifications.
Telephone Call Types
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Callback 1 Credit
We call and you are unable to help. We measure how long it takes to call us back.
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Information 1 Credit
We call with a question or general inquiry about your product or services.
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Price Match 1 Credit
We call to ask if you can match pricing.
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Reservation or Pricing 1 Credit
We call to ask about the pricing.
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Conditional Confirmation / Cancellation Combo 2 Credits
We call to confirm a booking or appointment (if the agent follows the steps) and make a second call to cancel the service or booking.
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Confirmation / Cancellation Combo 2 Credits
We call to confirm a booking or appointment and make a second call to cancel the service or booking.
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Complaint 3 Credits
We call to make a complaint about your product or service.
Coaching Call Types
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Contracted Coaching Calls 1 credit
If you have specifically contracted coaching calls
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Mystery Call to Coaching Call (Clients with contract before 2021) 2 Credits
Your team members can have one-on-one time with their Oculus trainer to practice steps or review new learning content.
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Mystery Call to Coaching Call 1.5 Credits
Your team members can have one-on-one time with their Oculus trainer to practice steps or review new learning content.
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Sensitivity & Communication Coaching Call 3.5 Credits
A coaching call covering sensitivity and communication topics and themes.
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Leadership Coaching Call 4 Credits
A coaching call covering leadership topics and themes.
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Upgrade to Video Coaching Calls Add 0.5 Credits
Video streaming with a trainer can be added to all of the coaching call types above.
Virtual Mystery Shopping
Choose between Text Message, Online Chat, Email or Social Media
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Virtual Information 1 Credit
We contact you virtually with a question or general inquiry about your product or services.
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Virtual Price Match 1 Credit
We virtually contact your location to ask if you can match pricing.
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Virtual Reservation or Pricing 1 Credit
We virtually contact your location to ask about the pricing.
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Virtual Complaint 2 Credits
We virtually contact your location to make a complaint about your product or service
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Virtual Confirmation / Cancellation Combo 2 Credits
We virtually contact your location to confirm a booking or appointment and make a second call to cancel the service or booking.
Terms
- The above would apply to clients who have a contract after December 2021.
- Trades are a courtesy service and not guaranteed. All trades are subject to approval.
- Subject to change at any time.
- No Show. Your trainer will wait for 10 minutes from the scheduled start time. The call will be considered complete if no one initiates the call within that time.
- Overtime. Should you book a call outside the hours of 9 AM to 4 PM (your local time) or on national holidays, the number of call credits required will be multiplied by two.
- 24-Hour Cancellation or Rescheduling Policy. Coaching calls canceled or rescheduled within 24 hours will result in the call credits utilized, at the time of the booking, being non-refundable.
