Telephone Mystery Shopping
MSI mystery shopping programs can include both mystery visits and mystery telephone calls. Our telephone program services are available as recorded phone calls or non-recorded, for evaluating call centers service quality. With Recorded Phone Surveys, you can hear what your employees are saying to the customer.
Our shoppers use the same scenario every time, which gives every call center employee equal footing from which to start.
How does it work?
A shopper call is recorded and is instantly available for listening as part of a standard MSI telephone shop. Our clients can immediately listen to the entire phone call and hear how well their employees are handling each phone call.
Time Saving
Call center management may record hundreds of hours of calls. However, to hear how the same question is handled by multiple associates, management would need long hours of audio to find the same question posed to multiple associates.
Using MSI telephone shopping services allows comparison of performance on the same customer scenarios, allowing clients to see who needs training, who is saying what and who is doing a great job.
Avoid inconsistencies
Are your call center associate telling the customers the same information? The information retained from training varies from associate to associate working in the call center. Recorded Phone Surveys can help with this issue. You can hear exactly who needs training and who is doing a great job.
Identify missed sales opportunities
Are the associates mentioning additional products? Overcoming objections? Attempting to close the sale? As every business is unique, we ask that you contact us to discuss your individual requirements.
