How does one mess up a telephone shop for crying out loud!

This was my first shop for a new MSC. It was kind of cool actually, as I had to log onto a site and call the shop from there so it would be recorded. Old news to all of you I'm sure, but this newbie is easily amused and thought it was pretty neat!

So, the call goes just fine. The whole thing is recorded and I start the report. I get to the end of the call and realize I forgot to make "the objection"! I shook my head at the fact I just lost any possibility of future assignments from that MSC. Their instructions state that if there are any errors, I won't be paid and I will be removed from their database.

I explained the issue to them at the top of the report, apologized and said I understood I was forfeiting my pay and such. Don't know when I'll hear anything back, if I even do. I guess if I try to log onto their site and can't, I'll know the outcome!

All this for a 5 buck shop. Sheesh.

Darn. So much to remember when you're a new shopper doing a new shop.

One strike and you're out is extreme.

Hi Mert,

I agree it seems extreme. I looked over the instructions again and that particular item is in bold and about an inch larger than any other word on the page. LOL How I forgot it is beyond me.

Part of the trouble was that the scenario I chose was also something the guy I was speaking with had just gone through so the conversation threatened to go off in that direction. It took a bit of extra maneuvering to get it back on track. At one point I had to speak over him and pretend I didn't hear his comment. I felt bad, as he was truly a nice gentleman, but I needed to do the job, right?

Oh well, lesson learned and at least it wasn't an expensive one!

JudeFM, for the future, as it is probably too late now....You usually have 5 recorded attempts. One call covers the former. If you screw up, you do it over before you report it.

Thanks for the information dee. I had taken this shop at the last moment and only had a window of 20 minutes to call (the place closed at 5pm) and then an hour to report. Good to know just in case this MSC doesn't 'fire' me this time!

To clarify, if this ever happens again, and now that I'm aware of the goof I will ensure it doesn't, do you just call back with a different scenario, voice, etc? I'm thinking if you're calling the same person they might catch on.

I don't know. If you had a target person and a small window, yea, the only option I guess is to the route of specialpi larry who posted about voice disguising in another thread. :-)

I have never had a target phone shop. But, I have messed up phone shops before and then had to redo before reporting. It generally has 5 attempts, but might also vary per MSC. But you should always have more than one recording that you can capture.

Haha! When I read that post from specialpi the other day, all I could think of is that with MY luck I'd end up sounding like a munchkin after 3 cups of coffee!

I sure appreciate all the feedback from the experienced shoppers here, thanks again!

Wild! I've never made a second call attempt unless I got no answer, a busy or cut off during the call. I do a fair amount of phone work but generally avoid the recorded line stuff.

I've done recorded phone calls for new homes, apartments, storage facilities, and recently to order take-out from a restaurant. I knew multiple attempts were possible. I haven't had the need, but like Jude, would be concerned about being recognized.

I did two storage facilities for the same company. One was on Thursday and the other one today. I have a tendency to talk too much (just in case you haven't figured that out) but on this particular shop today I was vewwwwwyyyyyyyy qwiettttt for a long time. The associate was on the speakerphone with the associate from Thursday. lol My distinctive Kentucky accent might have given me away even though I was using a different alias.

I wouldn't worry about being recognized on recorded calls calling back to a call center. If you get the same person, hang up and do 'er again. It's not likely that you will get a repeat anyway.

iblessyah, I did hang up and call someone else one time when I had a whole bunch of assignments with the same company. It was a technical shop. I was very surprised when the person I had hung up on figured out my number even though I had changed it to show a private number. He called me back and asked if we were cut off!

I messed up a telephone assignment for a company I'd done several calls for. I made a mistake that would only be made by someone who didn't live there. I had a clue not to say what I did, but I didn't follow that. Only a few minutes later, the scheduler called, very upset, and said they had asked if I was the mystery shopper. She had listened to the call and said it was the worst she had ever heard. I suspect she was exaggerating or had a poor memory! Anyway, she dropped me as a shopper then and there. I checked back a few minutes later and my password didn't work.

Over the next several days, I kept getting emails about assignments. So I checked there website again, and I was reinstated. I have requested other types of assignments from them since then, not really having time to stop during the day right now and do a phone shop, but so far I haven't gotten any.

Yes, I thought about calling back. I even thought about asking my husband to call so there would be a different voice and then say it was a wrong number, but that would have really looked bad! I didn't know if each call is recorded without recording over the previous one, but I suspected that they record over. I just couldn't think of a scenario for calling back. My accent might be noticeable. I didn't think it would go as far as it did. I thought maybe I could call when that person was off duty and have a successful call.

I, too, have trouble sometimes with objections. Some companies specify that certain things cannot be objections, such as money. The problem is that the objection is not something to allow me to now leave, but it has to be something that the salesperson can then counter. I have to have several of those planned in advance.

Overall, I like phone assignments and have done many for the same clients through the years. When I know the drill because I've done it so many times for that client, it is easier to make the call and more cost-effective for me as well.

Bruce at this point I am not even sure you MS. WHY are you spamming us with all these crappy links? They are NOT welcome here.

Well, here's a funny update to this. I received an email from the MSC saying it was THEIR fault I felt I messed up. The instructions for the shop hadn't been re-done since the requirement for an objection had been removed.

Bottom line? I was told my shop would stand and I will be paid. I was also told my detailed report plus the recorded call as backup were outstanding and the scheduler said she looked forward to working with me closely in the future.

Huh??

Is this common??

No. It is overall rare for an MSP to admit that they messed up. Put a red circle around the date on your calendar because it may be the only one this year and at least for the future you will know what your lucky day is to go buy a lottery ticket

Haha Flash! I'll do that!

Here's a small portion of the email: "I don't want to remove you from our database and you will receive pay for this shop. The guidelines for this shop are outdated, and the objection is no longer required. I am going to update the guidelines right now, so no one else has to think the things you did. Please accept my apologies about this."

I have a lot of respect for a company that will admit an error on their part so readily.

Very nice! Initially, you assumed responsibility for an oversight, fessed up and apologized. Then, the MSP took their share of responsibility and apologized. Respect is a two-way street. You gotta give it to get it.

Red letter day, JudeFM

Nice to hear, want to give them a plug, I'll sign up.

Dee shops...Who is bruce and where are his links?

Obviously they are gone by JJ wiping them out. Get a clue.