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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.