Telephone Mystery Shopping programme with us can provide your business with invaluable data about how YOUR customers feel when contacting your business with a telephone call. A phone call is often the first contact a customer has with you and the impression that is given from a phone call can either make a sale or lose a sale. Consistently outstanding customer service provided on the phone can set your business ahead of the competition.
HOW DOES TELEPHONE MYSTERY SHOPPING WORK?
The setting up of regular phone calls to your business to ensure your staff and promoting your business positively is a simple process with no set up fees or contracts required!
We can have the calls recorded and the audio will be attached to the survey automatically.
The steps are:
- We will consult with you to develop an online questionnaire - NO CHARGE
- The trained mystery shoppers will then make the phone calls
- The surveys are checked by our Quality Assurance team
- You will receive an email with a pdf of the survey
- You will be able to login to our site to view extensive reporting on your own customised dashboard - NO CHARGE
The data that is gathered in these surveys will highlight the strengths and identify areas where additional training may be required. You can then use this information to monitor performance and improvement.
Outbound calling is another service we offer whether you are wanting data from current customers or potential customers. We have many experienced shoppers who complete this from their home. We charge a very competitive hourly rate.
BENEFITS OF TELEPHONE MYSTERY SHOPPING
- Monitors staff performance
- Provides feedback allowing you to identify training requirements
- An accurate and independent view of the customer experience
It is vital for you to know how calls are being handled and that your staff are treating each customer calling their business as if they were standing in front of them.
Customer Care can independently audit branches, retail stores and call centres.