Mystery Shopper Service

When was the last time you called your own company?

If the answer is not in the last 6 months, then it’s time that you reviewed your customers’ journey.

Using our Mystery Shopper Service we'll provide feedback on the caller journey, competence of your call agents, which feeds into agent training plus we'll identify where you could with upselling or cross selling.

Whether you have 10 or 1000 call agents, our Mystery Shopper Service is one of the most effective ways to review your call centre’s performance and put you on a path to making your contact centre more efficient and your customers more satisfied.

We’re all familiar with the concept of a Mystery Shopper, what they’re testing a business on and the type of reactions and service they’re looking for; why should this be any different for online shops and call centres?

What can our Mystery Caller Service help with?

  • Provide a snapshot of your customer experience
  • Highlight ineffective systems and processes
  • Potential need for further or clearer training
  • Prepares agents for managing customer expectations, especially in difficult situations
  • ‘Test drive’ new members of staff to see if they are ready to handle calls
  • Analyse your call metrics

 

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Want to have a chat? Give us a call on 0800 852 7720