Telephone Mystery Shops

A new customer's first contact is still most frequently by telephone. Ensuring the quality of interaction in this initial encounter is very important. Front line employees should be empathetic, listen and ask critical questions. It is also necessary that high involvement customer service representatives place themselves in the shoes of their customer. A telephone mystery shop program can be used to ensure your company provides appropriate levels of service. We record and post telephone mystery shops on our results website along with detailed shop reports and periodic summary reviews.

Learn about Cyber Mystery Shops

Managers can gain powerful insights into agent skill gaps and identify what up-sell and cross-sell opportunities are being missed by listening to recorded calls, reviewing e-contact transcripts and evaluating interaction reports scored according to quality definition guidelines.

A fall 2006 Society For Human Resources Management survey of corporate HR professionals found that 46% had increased employee monitoring in the past 12 months. According to USA Today, in 2006, 22% of companies taped worker's conversations. The Week 11/24/06

Mystery shopping works best when it is done systematically, measuring each employee with the same yardstick, on an on-going basis, and the results are used to reinforce positive employee behaviors.