Telephone Mystery Shopping

Many potential customers will have their first dealings with your company over the phone. Are your telephone staff creating that all-important good first impression? Are they polite and well informed about the services and goods that your company offer? Do they have the skills to convert an enquiry into a sale, or a visit to one of your retail outlets?

Our team of trained, professional telephone researchers can gather this information by posing as potential customers and calling your company. Each call we make can be digitally recorded and is accompanied by a detailed report, containing the findings of our researcher. You will be provided with a website, from which you will be able to listen to each telephone mystery shop and review the accompanying report, within 48 hours of the call taking place.

Our Telephone Mystery Shopping Service will provide you with:

• An interactive website containing:
  • A breakdown of results for each mystery shop.
  • The option of digital audio recordings of your team at work.
• Comprehensive data reports (customised according to the needs of your company).
• We also offer a performance planning option. This enables your team members to develop and submit their own action plans for improvement.

Collectively, the recordings and data gathered will clearly detail the strengths and weaknesses of your team members. From this your management team will be able to evaluate skill levels, monitor performance, and measure improvement. This valuable information can then be used to develop and implement an effective programme of training and development to enhance staff performance, and thus increase sales and customer service.