You Get What You Measure: The Power of STEEP© Call Review Metrics

We get what we measure

In my three decades of towing industry experience, I've learned one undeniable truth: you get what you measure. Today, I want to share how our STEEP© Call Review Form has transformed dispatcher performance across countless towing operations by providing clear, measurable metrics for success.

The 100-Point Framework That Changes Everything

Our STEEP© Call Review Form isn't just another evaluation tool – it's a comprehensive 100-point scoring system that measures every crucial aspect of customer interaction. Let's break down why each metric matters and how it drives performance:

1. The Power of First Impressions (20 points) - Smile Detection (10 points): Yes, we actually measure smiles through voice tone. Why? Because scientific research proves that smiling affects your mood and the caller's perception. - Name Introduction (10 points): We measure if dispatchers give their names immediately because it establishes accountability and begins relationship building from the first moment.

2. Customer Information Gathering (20 points) - Asking for Name and Phone Number (10 points): This isn't just about collecting data – it's about establishing control and creating a personal connection. - Using the Caller's Name (10 points): We measure name usage during the call because personalization drives engagement and satisfaction.

3. Emotional Intelligence Metrics (20 points) - Empathy Statements (10 points): We track specific empathy statements because understanding and acknowledging customer feelings is crucial for building trust. - Tone Quality (10 points): Our 1-10 tone scale measures the warmth and professionalism in every interaction.

4. Call Control and Clarity (20 points) - Call Control (10 points): We measure how effectively dispatchers guide the conversation while maintaining professional courtesy. - Information Verification (10 points): Points are awarded for repeating information back to callers, ensuring accuracy and demonstrating attention to detail.

5. Closing and Conversion (20 points) - Professional Closure (10 points): We measure if dispatchers close calls properly by giving their name and inviting future contact. - Sale Completion (10 points): The ultimate metric – did the call result in a conversion?

Why This Measurement System Works

1. Objective Scoring

Each element has a specific point value, removing subjectivity from performance evaluation. This creates clear expectations and fair assessments.

2. Immediate Feedback

The form allows for real-time evaluation and immediate feedback, essential for rapid improvement. Notes section enables specific commentary for coaching opportunities.

3. Trackable Progress

By consistently measuring these metrics, we can:

- Track individual dispatcher improvement over time

- Identify team-wide training needs

- Document the ROI of training investments

- Demonstrate 20-40% increases in cash call conversions

Real Results from Real Measurements

Companies implementing this measurement system typically see:

- 95% completion rates in training programs

- 80% retention rates in ongoing programs

- Significant improvements in customer satisfaction

- Reduced dispatcher stress levels

- Enhanced team morale

Implementation

Tips 1. Regular Review Schedule

- Conduct evaluations weekly for new dispatchers

- Monthly reviews for experienced team members

- Quarterly trend analysis for management

2. Constructive Feedback Process

- Review forms with dispatchers individually

- Focus on improvement opportunities

- Celebrate high scores and improvements

3. Team Integration

- Share anonymous top-scoring calls as examples

- Create friendly competition around metrics

- Use scores to identify peer mentoring opportunities

The Bottom Line

When we implemented this 100-point measurement system, we didn't just create a scoring sheet – we created a roadmap for excellence. Every point represents a specific behavior that, when mastered, contributes to exceptional customer service and increased revenue.

Remember: You can't improve what you don't measure. The STEEP© Call Review Form provides the framework needed to transform good dispatchers into great ones, and great ones into industry leaders.

Start measuring what matters today, and watch your team transform tomorrow. After all, you get what you measure – make sure you're measuring what matters most.

Notes for Implementation:

• Use this form for every call review

• Keep completed forms for tracking progress

• Review trends monthly with your team

• Update training based on common point deductions

• Celebrate improvements and achievements

Ready to transform your dispatch team's performance? Start with this measurement system, and watch excellence become not just a goal, but a habit.