Phone Mystery Shopper Service
If you’re looking to gain insight and knowledge of your customers experience metrics and are serious about their satisfaction levels then a mystery shopper is an affordable solution to auditing what your clients undergo on a daily basis.
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.
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.
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.
Telephone Secret Shopping Services
A mystery shopper service can provide actionable intelligence to dramatically increase customer loyalty and retention. Additionally, secret shopper services include price audits, detailed competition comparisons, and surveys that can provide business evaluation services which are critical to success and growth. The person answering the phone is the front line of any company’s reputation, and everything they communicate directly impacts the decisions of someone choosing to do business with them or a competitor. We offer a powerful and quantifiable solution to analyzing the real life impressions being left on callers by using proven methods of determining the level of customer service being offered from your call center. We then follow up with the necessary actions to improve experiences of all types of callers in a wide array of situations. At Xzam our telephone mystery shopping service lets you track and fully analyze your customers entire experience that gives your management team an up close and accurate picture of how your internal systems and employees are impacting your bottom line revenue.
From mystery shopping services for hotels, healthcare, to retail services we have what it takes to make noticeable improvements to your clients buying journey.
Phone Mystery Shopping Service - Industries Served
|Banking & Financial||eCommerce||Healthcare - Medical|
|Transportation||Education||Hospitality - Hotels|