To reveal how proficient your telephone service is, our convincing mystery callers will telephone your personnel using a pre-planned dialog scenario and assess the response, manner and quality of service.

What is Telephone Mystery shopping?

The person answering the phone is the front line of any company’s reputation, and everything they communicate directly impacts the decisions of someone choosing to do business with them or a competitor. Our Telephone assesments utilizes a survey to covertly evaluate the compliance with telephone procedures of an employee.

How does it work?

Telephone mystery shopping calls are conducted by our experienced field-based telephone assessors, routed through our state of the art digital remote recording technology. Once the call is completed, our telephone mystery shoppers review the audio and complete the questionnaire

Telephone Mystery Shopping allows you to:

  • Evaluate staff performance against company service standards
  • Test staff members product knowledge
  • Evaluate staff members selling techniques.
  • Identify bottlenecks.
  • Check whether staff comply with company procedures.
  • Evaluate the effectiveness of training methods.
  • Evaluate whether staff members are promoting specific campaigns.