Contact Centre | Call Centre Mystery Shopping
Here at JKS we monitor thousands of calls to contact and call centres
every month. We can significantly support call and contact centres by
evaluating their service quality, efficiency, and adherence to company
standards.
As we are sure you are aware it is not just what is said to your customers, but HOW it is said that makes all the difference!
Mystery Shopping for Call Centres
Using an agreed scenario, our mystery shoppers ring your call
centre posing as regular customers. They record the calls and provide a
written report of their experiences.
Our call centre clients include those from a wide range of
sectors, from insurance companies and retail customer service contact
centres to local authorities, health and safety organisations, training
companies, holiday operators and many more.
We monitor the process of your customer’s journey, whether you
are looking to give expert advice and information about the service you
offer, resolve a complaint or make that all important sale.
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Service Quality Assessment: by posing as regular
customers, we will assess the friendliness, professionalism, and
knowledge of your call centre agents and, importantly, their attitude
and behaviour when dealing with your customers.
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Compliance and Standards Monitoring: we ensure that
agents are following company protocols, scripts, and regulatory
requirements, identifying areas where staff may need additional training
or guidance
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Performance Benchmarking: regular mystery shopping will
allow you to compare performance over time, helping you to track
improvements or identify recurring issues.
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Customer Experience Insights: detailed feedback from our
mystery shoppers can uncover specific pain points in the customer
journey, enabling you to address and improve these areas effectively.
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Training and Development: the insights can be used to tailor training programmes, focusing on identified weaknesses and reinforcing best practices.
- Employee Motivation and Accountability: knowing that
our mystery shopping evaluations may occur can motivate your staff to
consistently perform at their best, fostering a culture of
accountability and excellence.
Contact Centre Call Monitoring
Why not take advantage of our Contact Centre call monitoring
service? If you already have your calls recorded, we can assess those
calls for you. We can listen to recordings and assess them using an
agreed checklist. The results are accessible via our online portal.
Reports
All
our reporting is accessed online via our secure Shopmetrics portal. You
simply log in to see any written reports and listen to the audio
recordings. Key management reports are available to view enabling you
to see best performance on a company wide or regional basis.
In
summary, we can provide your call centre with valuable insights and
data that will enhance your service quality, ensure compliance and
continually improve customer experience.
If you want to find out more
about our call centre services, then please call us on 01509 767281or complete the form below.
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