For companies looking for a deeper understanding of their call or contact centre operations, telephone or call centre mystery shopping is a great way to test your call handlers with dedicated customer call scenarios.
How telephone or call centre mystery shopping works
Telephone mystery shopping calls are made by our mystery shopper team and recorded through our digital reporting systems. Telephone recordings are combined with a customised survey which gives you an overall report score alongside the call centre recording.
With the two pieces of data captured complimenting one another, call centre operations teams are quickly able to focus on the most important areas for contact centre training and development.
Our telephone mystery shops can also be added alongside your online mystery shop testing or added to a standard mystery shopper visit to give you a complete picture of service broken down by service area. This is the perfect combination of online-offline measurement for those seeking to understand the omni-channel customer experience.
Typical call journeys some of our call centre clients undertake:
- New customer enquiries
- Existing customer enquiries
- Telephone bookings
- Service enquiries
- Product availability enquiries
- Complaints handling
All of our calls go through a robust 100% quality control procedure, the call is then uploaded for review through our industry leading mystery shopping insights dashboard. Data can be either reviewed at a company-wide performance level or segmented further to into call hunt groups, call types or regional distribution.
Our call centre programmes are used by retail contact centres, the financial services industry, utility companies and the property sector.
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