Telephone Mystery Shopping
Telephone mystery shopping is a method used to
evaluate the quality of customer service provided over the phone. This
approach involves mystery shoppers calling your business posing as
potential or existing customers, to assess various aspects of the phone
interaction.
Telephone Mystery Shopping is one of the most
popular forms of survey. Our calls are audio recorded and the recording
can be accessed via our secure online reporting platform. We have a
dedicated ‘media storage’ area where they can be played alongside any
checklists and written reports.
The data collected from these mystery calls are
analysed, providing you with detailed feedback and actionable insights
to improve your telephone customer service.
We make hundreds of calls every month to
businesses. We can also contact call centres, customer service desks and
help lines.
We can:
- Order items,
- Ask for information and advice,
- Receive call backs
In order to assess:
- Response times
- Quality of
engagement
- Information provided
If you already record your calls, then we can
listen to those calls for you and use an agreed checklist/score card to
assess them.
For more information to see how Telephone Mystery Shopping can
improve service quality and help you to maintain a competitive edge, call us on 07447 942887 for a chat, or complete the form below for a no obligation quote.
We look forward to hearing from you!
Get a Quote Now
