For the customers that call
Telephone mystery shopping is an effective way of measuring and developing the quality of service delivered by your teams. Our analytics enable you to identify and implement change based on your customer’s experiences.
Whether you have multiple service locations or a large contact centre, our experienced telephone mystery shopping agents can make calls to objectively assess your multichannel sales and service proposition. As with all our other types of mystery shopping, we will design with you, a bespoke survey, script, scenario and reporting package that gives you the insight you need to improve service and drive sales.
Results are produced on assessment forms with scores for every individual call with fully definable aggregate reporting. These are provided along with an MP3 recording of the calls if you choose *call recording.
If you have a call recording solution and are interested in outsourcing some or all of your call centre Quality Assurance function please visit our sister site www.contactcentreqa.com
*you must have the permission of your employees to record their calls for training and quality purposes