Call centers are an integral part of many companies. Their importance can hardly be overestimated. Your client first of all often encounters a call-center employee. And the number of orders made depends on how competent, polite and courteous the employee is.
Effective telephone sales and consultations - a responsible task requiring from managers/operators of call-center special skills of communication and persuasion at all stages of interaction with the client on the phone
Does the call center employee pick up the phone promptly?
Does it answer the client's questions in a competent manner?
Can the problem be solved? How quickly?
Does the whole range
of services and can
lucidly tell you about them?
You can get the answers to all your questions by turning to mystery shopper research. You will see your business through the eyes of your customer; you will learn where there are gaps and how to tighten them up.
The check is performed on specific dates (schedule set by the client).
What other parameters can be evaluated
during the audit call center
Mystery shopper service is the most objective method of marketing research into the quality of customer service.
A mystery agent evaluates staff performance in a telephone survey.
The study will help to analyze the performance of sales professionals.
You should order a phone screening to determine the quality of call center operators.
Checking the quality of customer service by competing companies. The method will help to find the company's weaknesses.
The cost of mystery shopping service is determined individually for each customer.
The final cost of conducting the study can be influenced by:
We will provide you with
a cost effective and best in the industry practice
Defining the objectives of the study.
Development of questionnaires, instructions, scenarios and legends.
Identification of the necessary artifacts (video and photography, audio recording, receipt collection)
Selection and training of mystery shoppers.
Preparation of agents for a specific check.
Visiting the assigned objects.
Completion of reports.
Verification and analysis of the data provided.
Preparation of final reports with recommendations.
The online reporting system creates a project for each client.
Personal accounts are prepared, accesses are set up depending on the area of responsibility of the client representatives.
The address program is loaded.
Our specialists prepare a final analytical report based on the information obtained in the course of audits. The summary report contains:
By ordering mystery guest checks for call-centers on a regular basis, client companies note:
To order a mystery shopper study means to get support of an experienced specialist who will definitely help in improving the service of your company!
Using the experience you will be able to significantly improve your business and motivate your staff to perform their tasks.
A personal project manager will work with you to ensure the success of your research.
The manager fully supervises the project, consults on all questions that arise, provides the following information on the project:
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
The mystery shopper service is an ideal solution for checking the work of company employees in contact with customers. Its essence is that a call center employee disguised as an ordinary customer tries to purchase products, while analyzing the quality of the service provided.
The list of problems that a mystery shopper on the phone helps to identify is extensive.
Main Objectives:
• Controlling the integrity of employees. In large firms, it is difficult to monitor the integrity of each individual specialist. If you have any suspicions, the mystery shopper will check them.
• Checking the way out of difficult situations. A professional must be able to resolve conflicts. Find out if your staff is fit for duty.
• Identifying awareness of the range of products on offer.
• Incompetent employees are one of the main reasons for falling sales.
• Investigation of employee compliance with company rules, customer dialog script and other regulations.
• Checking employee motivation and drive to sell the product.
Callback
