Mystery Call

Home » Client » Mystery Call

Mystery caller is the first assistant administrator for quality control of customer service by phone.

Long wait for operator’s answer, incompetent service, rough answers – all these aspects discourage a customer to make purchases or use services of a company. In view of this there is arising necessity to check a manager as he is a face of the company when servicing. He is responsible for compliance with standards of telemarketing and consultation quality. Mystery caller service helps to do it in a professional manner.

Mystery caller – is a person under the guise of an ordinary customer who is consulted with a manager or makes an order by phone according to the approved scenario.

The method is useful for efficiency determination of:

Sales managers;
Consultants at online shops;
Employees of subscriber or reference services;
Employees of contact centers or call centers;
After sales service centers;
Employees of the reception offering consultations by phone;
Operators of technical support service etc.

HOW MYSTERY CALLER WILL IMPROVE THE QUALITY OF REMOTE SERVICE OF THE COMPANY?

Mystery caller research shows strengths and weaknesses of a service: where you have no peers, and the reason of dip in sales.

Mystery caller estimates manager’s ability to:

meet advising standards;
identify customer’s needs;
offer optimal product/solution;
make cross sale;
quickly and efficiently attend to a customer;
behave correctly while conflict situation.

AFTER THE RESEARCH YOU WILL RECEIVE:

AUDIO OF THE INSPECTION

Each inspection is recorded on a dictophone that confirms a visit

QUESTIONNAIRE

Questionnaire reflects the quality of standard performing and subjective assessments of a caller

ANALYTIC REPORT

Report contains visualized data on results of the inspections conducted

Results of “Mystery caller” research help to:

increase sales level;
find competitors’ advantages in service;
create an employee incentive program based on service coefficient;
find out the gaps in personnel skills to be filled;
perform service quality control.

WILL A CALLER DEAL SUCCESSFULLY WITH HIS TASK?

First of all mystery caller can control his voice and convey his emotions correctly by phone;
Scenario of a call is written in detail and agreed with a Customer. Mystery caller does not depart from the given scenario by no means;
Before a real call a performer should make a test call which helps to assess his readiness to an inspection;
Performed inspection is a subject to obligatory validation.