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Mystery Calling &beyond
How does it work?
- During a briefing interview we discuss the improvement areas and needs of your organisation. These items will be taking into account when developing a phone script.
- &beyonds’ experienced call centre employees will call your stores and take the role of potential client, by using this phone script. They remain anonymous during this telephone conversation.
- Afterwards the call centre employee completes a questionnaire online. The results of this questionnaire will be processed in a location report.
- According to your preference, these location reports can be presented in a benchmark/ item analysis or displayed in a dashboard.
- The Mystery Calling tool can be separately implemented as part of a larger quality programme.
What are the results?
- Insight into how customers experience a phone conversation with your store(s).
- Insight into strengths and weaknesses regarding your telephone services.
- Insight into your stores’ performance (benchmark reports, or dashboard).
- Insight into stores with highest / lowest performance.
- Actively work towards immediate improvement of your telephone services.
How much does it cost?
- Costs depend on length of phone script plus the number of stores that need checking.
- Mystery Calling research is available as from € 500.
