Mystery Shopping is an objective view of your business through the eyes of the customer.  Telephone Mystery Shopping consists of calls placed into your location(s) or outbound calls placed to our locations, where our associates pose as your customers.

Mystery Shop calls are evaluated using quality measures based on your specific business needs.  Mystery shopping gives you the ability to shape the focus of each call placed as opposed to passive monitoring. This type of active calling lets you focus on specific training issues and problems areas.

Call assessments can be set up to monitor general information knowledge. 
Call scenarios can be composed and scheduled to track specific policy and procedural knowledge. This can include tracking and rating the difficulty of reaching the appropriate person, receiving accurate information in a timely fashion, and offering an overall view of customer service from the customer's point of view.

A Mystery Shopping Program can also be designed to establish live accounts, which allows you to follow and track complete transactions. This type of program can be set up to track each stage of the order process, from placing the order and checking delivery, to tracking the actual delivery and returns.

Mystery Shopping is a good option for smaller call centers that do not have remote monitoring capabilities.

E-Mail Mystery Shopping
In addition to telephone mystery shopping, we offer email mystery shopping to track email response times, grammar, punctuation, accuracy and thoroughness.