Whether used as a stand-alone product or as the perfect complement to our Quality Monitoring & Evaluation Service, Mystery Shopping provides a unique perspective to your customer contact activities by targeting specific skills and behaviors.
Our expert analysts pose as customers to provide your agents with situations that require specific responses.
Mystery Shopping can: test to see if a new technical training program is being absorbed; test how new projects are being delivered by agents or received by customers; test the raw sales skills of your sales agents; or identify if they are following proper security procedures.
We provide you with detailed experience reports delivering quantitative and qualitative insight that helps you refine your customer engagement strategies.
Outputs can be used to change scripting, target coaching, refine training, reposition product messaging and adapt customer contact channels.
No matter how large your business, our mystery shopping approach is built around your objectives; increase sales conversion, improve service levels and procedures, test your agents’ knowledge, ensure compliance with policies and regulations and learn from our global best practice.
The interactions between your customer facing teams and customers shape your business, and in today’s competitive market place having a detailed understanding of these interactions is key to delivering business success.