Mystery Calling

Anger over the little customer-oriented behavior of the call center employee or expectations that haven’t been met during a call to the service center - almost everyone had this experience before. Customer demands on the call centers from companies are very high and can not be satisfied too easily. This can take place at:

• a personal level (approach, kindness, etc.) and
• a professional level (unsatisfactory answers and solutions).

In addition, disappointments are directly being attributed to the company – as our customer surveys show. Regardless of the causes.

Companies that operate or authorize call centers must therefore ensure that all influencable factors are controlled in terms of high customer satisfaction.

Through their objectified customer view, test calls enable the revelation of strengths, potentials, failures and weaknesses during the conversation and in processes of the phone contact channel.

Specifically ...

• the service quality and compliance with service standards in all stages of the conversation history are being judged,
• training needs can be identified based on weaknesses,
• approaches for process optimization can be obtained based on the implementation of quality services,
• the implementation quality of training, particularly through the reflection of the foreign picture obtained through mystery calls, can be ensured
• a complete picture of service quality can be drawn when combined with the collection of subjective customer satisfaction (solution C³),
• a performance measurement system for internal and external benchmarking can be established.