Mystery Shops
 | Telephone Shops - Our trained auditors contact your employees and agents posing as one of your customers. Our auditors ask the questions that your customers ask. Calls are timed, recorded, evaluated and scored according to the service standards you set. We promptly post call recording, detailed shop reports and periodic summary reviews on our www.xzamcorpresults.com site.
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 | Cyber Shops - We help businesses assess the efficiency and effectiveness of their contact center agents and online service processes. We mystery shop all customer access channels and media (phone, email and online / text chat) and provide call recordings, e-contact transcripts and scored reports. Electronic communications are timed, transcribed, evaluated and reported in the manner(s) best suiting our clients' needs. |
Surveys
 | Telephone Surveys - We utilize an advanced CATI system to put you in touch with your customers. Surveys are conducted in a professional, friendly manner to insure good response rates and encourage detailed feedback on open-ended and verbatim questions. All interviewers are trained, work in one location, and survey results are audited for inaccuracy and bias. |
 | Web-based Surveys - Survey respondents participate after receiving an e-mail invitation containing a link and password to a secure website. Results can be accumulated quickly and reported by the method(s) desired. Web-based surveys can be economically programmed with multimedia (video and audio) files.
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Reporting / Management Alert Service
 | The information we gather should meet your specifications, be presented in a logical fashion, and be easily and readily accessible. Choose reports which will allow you to identify trends and monitor progress - mean, median, standard deviation, chi-square, standard error, T-test, ANOVA, multiple regressions, correlation and more. Get results by the method most likely to be reviewed - through MP3 and other postings on our results website, by e-mail attachment, on CD, or in written summary reports at a frequency of your choosing. When mystery shopping, if we encounter a problem of significance, such as an inability to connect to a representative or improper telephone conduct, we have an alert service to contact you immediately. When surveying, we track and promptly report back to our clients all do-not-contact requests. |
