Mystery calling &beyond

The customer’s opinion in the day-to-day process of the store

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Powerful on the Phone

Feedback on your employees’ phone skills

Lead follow-up

Quality assessment of lead follow-up by phone.

DIRECT FEEDBACK BASED ON AUDIO FILES

Feedback available to individual employees in the form of audio files.

Benchmark scores

Score weighting on topics measured (response time, transfer, identifying need).

Best practices

Providing the best practices as learning environment to improve phone skills.

Quality programme

Optional module to add to other quality measurements or quality programmes.

How does it work?

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 implemented separately 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.