Mystery caller is the first assistant administrator for quality control of customer service by phone.
Long wait for operator’s answer, incompetent service, rough answers – all these aspects discourage a customer to make purchases or use services of a company. In view of this there is arising necessity to check a manager as he is a face of the company when servicing. He is responsible for compliance with standards of telemarketing and consultation quality. Mystery caller service helps to do it in a professional manner.
Mystery caller – is a person under the guise of an ordinary customer who is consulted with a manager or makes an order by phone according to the approved scenario.
The method is useful for efficiency determination of:
- Sales managers;
- Consultants at online shops;
- Employees of subscriber or reference services;
- Employees of contact centers or call centers;
- After sales service centers;
- Employees of the reception offering consultations by phone;
- Operators of technical support service etc.
HOW MYSTERY CALLER WILL IMPROVE THE QUALITY OF REMOTE SERVICE OF THE COMPANY?
Mystery caller research shows strengths and weaknesses of a service: where you have no peers, and the reason of dip in sales.
Mystery caller estimates manager’s ability to:
- meet advising standards;
- identify customer’s needs;
- offer optimal product/solution;
- make cross sale;
- quickly and efficiently attend to a customer;
- behave correctly while conflict situation.
AFTER THE RESEARCH YOU WILL RECEIVE:
AUDIO OF THE INSPECTION
Each inspection is recorded on a dictophone that confirms a visit
QUESTIONNAIRE
Questionnaire reflects the quality of standard performing and subjective assessments of a caller
ANALYTIC REPORT
Report contains visualized data on results of the inspections conducted
Results of “Mystery caller” research help to:
- increase sales level;
- find competitors’ advantages in service;
- create an employee incentive program based on service coefficient;
- find out the gaps in personnel skills to be filled;
- perform service quality control.
WILL A CALLER DEAL SUCCESSFULLY WITH HIS TASK?
- First of all mystery caller can control his voice and convey his emotions correctly by phone;
- Scenario of a call is written in detail and agreed with a Customer. Mystery caller does not depart from the given scenario by no means;
- Before a real call a performer should make a test call which helps to assess his readiness to an inspection;
- Performed inspection is a subject to obligatory validation.
WHY THE INSPECTIONS OF MYSTERY CALLERS ARE EFFECTIVE?
The answer lies in human psychology: any employee knowing he may be inspected at any time will try to attend every customer on the highest level.
