Mystery Calling is the method for measuring service quality in customer contact via telephone. A trained mystery caller articulates concerns on the phone with a customer service employee and evaluates the reaction of the employee. The scope of aspects to be examined in a mystery call is similar to that of a mystery visit: whether customer reference, product presentation or sales competence, there is potential for improvement to be uncovered in all these areas. This is why we train our mystery callers just as thoroughly as our mystery shoppers, so that meaningful results are not the exception, but the norm. Mystery Calling The evergreen of customer service. Contact us. Mystery Visit. Mystery E-Shopping. Transaction Price Studies. Social Media Test.
Benefits to your business
Driving a positive customer experience across all channels is critical to any organization. In this new Ipsos Views paper, we discuss how, despite the growing use of new digital technologies, the telephone experience can still be a make-or-break moment for many customers. For most large, multichannel organizations, the contact center remains key to ensuring that customers receive a great experience, as consistently and efficiently as possible. Increasingly contact centers are handling inquiries that customers are either unable to undertake face-to-face or are unwilling to conduct digitally; inquiries which are often complex in nature and can, therefore, have a significant impact on the brand if handled poorly. Contact center agents have a huge responsibility to deliver customer experience which matches the expectations set by the brand promise. While many contact centers function well, there is room for improvement. Three in ten of those dissatisfied with resolution reported that, as a result, they would stop using the company in question, or use it less.
Who are you talking to?
Offering appropriate customer service over the phone is a very effective tool to retain customers. The purpose is to improve the customer service offered by phone and to get clear benefits from it. A good customer service on the phone will lead to a beneficial selling experience. With mystery calling, we will assess possible failures in waiting times, customer service, or lack of knowledge of the services and products offered by your staff, compliance or not to the customer experience process. These are key points towards making an initial good impression. The purpose of this service is that the staff in charge of customer service inspire professionalism and trust to the customer, generating a positive brand image and creating good customer relationships which will benefit the business. Mystery calling aims to increase your sales.
Everyone knows that the stink of bad phone service sticks to your company like the smell of salmon in the lunchroom microwave. People complain loudly to their friends in public. They rant on Facebook. They cancel accounts and return their purchases, all because of one negative experience. Positive calls might not create as much noise. One exceptional phone call or particularly helpful agent can create a new customer for life.