We have been working with Tern for over a year now and the service has been fantastic. They put a huge emphasis on client relationships and our account managers Laura and Holly have been brilliant. Questions, updates, changes and queries have been no problem at all. We love how they tailored their approach and really got to know our business needs. Thanks Tern!
Explore Learning has centres throughout the UK. The goal of the organisation is to provide enjoyable learning for children in a safe environment which fits around parents and guardians busy schedules. Over the past 15 years they have helped more than 175,000 children achieve their potential.
Explore Learning have a unique learning approach which is based on developing a deep understanding for a child’s specific needs and learning style. They use this understanding to build an individualised programme to suit them.
The first point of contact for many people researching additional learning for their children is often via the ‘Explore Learning’ website. This then directs them to contact either the local centre which their child will attend or the head office contact centre.
Our mystery callers follow scenarios in which they act as prospective clients for Maths and English Tuition. The callers measure the individual locations on their ability to answer frequently asked questions and other important details about the service.
The telephone mystery shopping scenarios are conducted using audio recorded telephone calls to 130 local centres and head office teams.
The programme is conducted on regular basis with customer insights reporting delivered directly to the training and development team. The results help the training and sales managers to develop a first-class service for parents and guardians looking to use the service.
The mystery caller exercise has helped the business to achieve an ‘Excellent’ rating on the independent review site, Trustpilot.
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