📞 Phone Skills Training by NextGen Feedback
“Total quality and care with every call.”
Our phone training program addresses service and sales gaps where they matter most—at the first point of contact.
✅ Why Phone Skills Matter
An appointment, sale, or lasting impression often starts with a phone call. That’s why it’s critical your team knows how to handle calls with professionalism, clarity, and care.
NextGen Feedback’s phone training solutions are designed to evaluate, improve, and empower your team—turning every phone interaction into a brand-building moment.
🔍 What We Do
We specialize in high-volume phone mystery shopping, using trained evaluators to pose as real customers and test your frontline phone performance.
Our team assesses service and sales skills across all departments and delivers:
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Recorded calls
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Performance evaluations
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Actionable feedback
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Ongoing trend reports
🎯 How It Works
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Needs Assessment & Custom Survey Design
We collaborate with you to identify specific training goals and design a tailored evaluation survey. -
Professional Shoppers & Real Scenarios
Our certified callers simulate realistic customer inquiries, complaints, or sales opportunities—accurately representing your customer base. -
Evaluation & Recording
Every call is recorded and reviewed to determine:-
Response time and call handling
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Tone, courtesy, and professionalism
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Product/service knowledge
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Ethical behavior and customer interest
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Reporting & Delivery
You’ll receive:-
Call recordings
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Detailed performance reports
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Trend analysis by department or location
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A secure dashboard to view and manage results
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Optional live coaching or call-back training
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💡 What’s Included
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Dedicated NextGen account manager
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Customized shopper questionnaires
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Department-wide phone evaluations
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Real-life shopper call scenarios
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Flexible scheduling
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First impressions and detailed audit notes
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Performance database with trend tracking
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Comparative location reports
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Regular reviews, consulting, and program refinement
🚀 Training Outcomes
With NextGen Feedback’s phone training programs, your team will learn to:
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Ask the right questions and listen with intent
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Respond professionally under pressure
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Handle complaints while seizing sales opportunities
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Create real connections and deliver solutions
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Close calls with confidence and clarity
Easy-to-follow scripts and behavior roadmaps provide clear guidance for fast improvements—making these tools perfect for onboarding, coaching, and incentive programs.
🏆 Why Choose NextGen Feedback
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No contracts, no minimums
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Fully tailored to your company and call environment
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Trained, experienced call staff
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Proven to improve call performance, conversion rates, and customer satisfaction
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Unbiased, third-party evaluation and industry benchmarking
📈 Key Benefits
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Improve employee phone skills and accountability
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Understand real customer perceptions and needs
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Track consistency across locations and teams
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Identify gaps in service or sales processes
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Evaluate your competition
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Motivate top performers with friendly competition
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Build a customer-centric phone culture
🔁 Sample Results You’ll Receive
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Audio recordings of each mystery call
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Scored evaluation reports
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Shopper observations and red flags
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Team performance comparisons
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Trend tracking over time
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Easy-to-read summaries and visual dashboards
📞 Get Started Today
Let NextGen Feedback show you how phone training can transform your team and elevate your customer experience—one call at a time.
Contact our team for a free consultation or demo.