Telephone Mystery Shopping

Many potential customers will have their first dealings with your company over the phone. It’s therefore essential that whoever answers the telephone creates that all-important, good first impression.

Telephone Mystery Shopping is an effective means of measuring the quality of service delivered by your employees. By targeting specific procedures, or campaigns, you are able to monitor organizational performance and make changes to process or behavior patterns as necessary.

Collectively, the telephone Mystery Shopping data gathered will clearly detail the strengths and weaknesses of your team members. Using this information you will be able to evaluate skill levels, monitor performance, and measure improvement. This can then be used to develop and implement an effective programme of training and development to enhance staff performance, improve customers service levels and increase sales and profitability.

All telephone Mystery Shopping can be recorded if required. We use only the latest audio recording equipment and every call is reviewed to ensure the clearest quality.

All recordings are then subjected to rigorous quality control measures at our head office. This includes audio quality, assessor credibility, delivery of personal information, plus brief compliance and reporting accuracy.

Telephone Mystery shopping results are provided back to you using our password protected online reporting system, where you are able to stream the audio files directly to any Windows computer or iOS device including iPads and iPhones.

How can Telephone Mystery Shopping benefit your business?

  • An accurate and cost effective record of what your customers hear when they make contact with your business.
  • Can be used to monitor and increases staff productivity.
  • Excellent tool to measure your customers experience.
  • An efficient way of identifying staff in need of further training.
  • An effective deterrent against dishonesty, poor service or bad practice.
  • It can allow you to learn if staff are making follow up calls within an acceptable time frame and with appropriate responses.

What we offer

Here at Insight Market Research we offer a wide range of bespoke products and services that will help and support your business in a positive way.

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It’s important to us that our programme is innovative and gives real tangible results to work with and Insight Market Research has given us clear insight into the service we provide to our customers. This has led to big improvements in the execution of our service and the training we provide to our teams. They are extremely professional and have helped us through the development of a highly rewarding Mystery Shopping programme. I would have no hesitation in recommending Insight Market Research to any business looking to run a tailored mystery shopping programme.
Head of Retail, GANT

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