Telephone Mystery Shopping
Objective Call Center Evaluation via Telephone Mystery Shopping
A well-planned telephone mystery shopping program can yield invaluable data about how your customers view the quality of your call center service interactions. Your call center representatives are the front line of your business – accepting orders, resolving issues, and answering product questions. Consistently outstanding customer service can set your establishment ahead of the competition.
Tailored to your Unique Business Concerns
The professionals at ARC will work with you to design a custom secret shopper program that includes all the variables unique to your industry. We also can further tailor the mystery shopping plan to concentrate on identified problem areas or specific training issues that you need to focus on. Our mystery shoppers pose as actual customers calling to place orders or ask specific questions, allowing you to hone each call to your specific needs.
Track & Analyze Complete Transactions
With a telephone mystery shopping program, an actual live account can be set up to track a complete order transaction through every stage of the process. This gives you and your management team a look at the entire customer service experience, showing not just how individual representatives are functioning, but how your business systems and training programs are working globally to accomplish your company goals.
ARC can pinpoint areas where processes may not be meshing to their best potential or where more intensive training in certain key areas may be needed. Clients may also request that calls be digitally recorded for later review, accompanied by full transcripts for a very reasonable charge.
Let ARC provide you with the tools you need to be 100% for your clients on every call.
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.
At this time, we offer all of our services in the following languages: English, Spanish, Italian, Dutch, German, French, Russian, Polish, Czech, Slovak, Mandarin, Japanese, and Thai.
Translation services include full or partial transcripts in the language and translations into English. We are always adding new languages, so please contact us if you do not see the language you need.
Objective Call Center Evaluation