Your professional mystery shopping report just landed on your desk, and the results aren’t great. Your BDC team is fumbling on the phones, missing opportunities, and failing to set appointments.
The report tells you the problem, but what’s the solution? How do you fix it and know it’s fixed?
A formal mystery shop is a “lagging indicator”—it tells you what went wrong last month. As a proactive manager, you need a “leading indicator.” You need a way to mystery shop your team every single day.
This is where AdaptVT becomes your internal scorecard.
AdaptVT IS the Standard
You can’t grade your team’s performance if you haven’t defined what “good” looks like. The AdaptVT platform is the standard. Its curriculum contains the data-proven, perfect scripts and processes for every customer interaction.
This gives you a simple, objective way to grade your team’s live performance.
How to “Mystery Shop” with AdaptVT
- Pull the Call: Listen to a live or recorded call from one of your BDC reps.
- Pull up the Script: Open your AdaptVT platform to the “Inbound Call Process” module.
- Grade the Performance: Go through the call, step-by-step, using AdaptVT as your checklist.
- Did they use the “Proper Greeting”? Yes/No.
- Did they “Pivot to the Appointment” before giving the price? Yes/No.
- Did they use the “Why Us?” value statement? Yes/No.
- Did they “Cement the Appointment”? Yes/No.
From Vague Coaching to Surgical Training
The results are immediate and objective. You no longer have to give your rep vague feedback like, “You need to be better on the phones.”
You can now provide surgical, data-driven coaching:
“I listened to your 10:15 call. You did a great job with the greeting, but you gave the price without ever trying to set the appointment. I’m assigning the ‘Price Objection’ module in AdaptVT to you right now. Please complete it, and then let’s role-play it this afternoon.”
This process, which combines your formal Mystery Shopping program with the daily training in AdaptVT, creates a 360-degree culture of accountability and continuous improvement.
Stop guessing what “good” looks like. Start grading your team against a proven standard. Visit the AdaptVT platform page to learn more.
