Mystery Calling

Gives answers to how the customer interaction over telephone works.

Mystery Calling is a survey based method giving information about what actually takes place during the ”moment of truth” – when the customer, over the phone, contacts your company, your store or your customer service.

We measure 

- How long the customer gets to wait.
- If the customer is correctly greeted on the phone.
- If the customer is correctly transferred.
- Whether your company is introduced in the appropriate way.
- If the staff have sufficient understanding of the needs of the customer and use that in their communication.
- If additional products/services are offered.
- Whether the staff has great product knowledge.
- If the customer is receiving necessary information.
- If a pleasant parting phrase is used.
- If there is a follow up contact, when needed.

Procedure

Your company is unique and we measure what is critical to you and your business. In an initial workshop we will identify any areas that need to be examined, set goals and agree on how results shall be handled and communicated. We develop project documents, set up a team of observants for the desired demographic and provide them with training manuals. All information is uploaded to our web based reports tool where you can access the results 24 hours after carried out observation. After each completed procedure we also present a report with an analysis and trends.

The results – the beginning of a transformation

The results of our phone observations gives you information about what parts of the customer interaction are carried out well and where further training is needed. Mystery Calling also gives basis for quality guarantee and development, both in the customer service team and across the board in the business. When you know what the real situation looks like, you can quickly implement necessary measures and therefore maximise customer satisfaction and sales.