Find out if your call centre is completely free of long hold times, endless transfers, overly scripted and impersonal conversations and frustrated employees that usually annoy your customers – mystery shopping can act as your ears on your customer service.
The service was originally popular in banking, healthcare and education, but recently there has been a much wider focus upon improving the customer’s experience and as a means of working more efficiently and effectively.
The expectation being quite simply that the phone will be answered in three rings or less and that the agent who picks up the call will be warm, enthusiastic, courteous, and is capable of resolving callers’ issues.
This service will include:
- Understanding of the objectives
- Creation of the questionnaire
- Creation of the appropriate scenarios
- Web based access to the results
- Up to 3 users
- 1 call per week for 12 months
Buy now your One Year Mystery Call Programme for £2270