Measure
Telephone Performance Analysis (TPA)
CallSource’s own criteria for scoring each call against best practices. Higher TPA scores go hand in hand with higher appointment conversion rates.
Products / Performance Management
Performance Management
Make every call count.
Track your team’s phone skills and coach them up, so more callers become booked appointments.
Call scorecard · TPAIllustrative
Coaching tip: ask for the appointment before the caller hangs up.
Improve
Call Coaching
One-on-one and team coaching on a regular schedule, so call handlers raise their TPA scores and book more appointments.
The Four Core Principles
What every great call has in common — and what TPA scores.
- 01Build Relationships
- 02Create Value
- 03Understand Needs
- 04Ask for the Commitment
“We also use their CSR coaching and they have helped our booking rates go from marginal to extraordinary!”
45% → 78%
appointment conversion · CSG Better Hearing
Schneller & Knochelmann Plumbing, Heating & Air