Check how well enquries & complaints are handled.

Product Description

This product ‘Mystery Shop by Phone, is about checking that you are not losing out when that new sales enquiry does comes through.  The internet makes it so easy to browse literally hundreds of competitors that when the phone does ring, you need to be absolutely sure that the call is handled in the best way possible and that your business stands out head and shoulders above the competition.
Mystery Shop by phone is conducted on the telephone by an adviser or team of advisers who will work with you to formulate and execute a brief.   Mystery Shop phone calls can be constructed around three levels of difficulty, requiring, progressively, greater skill and product knowledge. Scenarios can range from how simple sales enquiries are handled to how more complex complaints are dealt with.  The brief for the calls will be developed to reflect the kind of calls that your staff are taking. The responses of the Mystery Shop phone calls  are evaluated against desirable behaviours, typically: speed of response, ease of communication, welcome, satisfaction with response, professional or technical knowledge. The Mystery Shop is suitable for reception staff, administrators, sales staff and complaint handlers.

An Mystery Shop Adviser or Team of Advisers will :-

  • Work with you to confirm what you would like to evaluate ranging from simple to complex scenarios.
  • Develop a brief or range of briefs for the Mystery Shop phone calls.
  • Calls will be conducted by a Team of Advisers to eliminate voice recognition.
  • Record responses to mystery shop phone calls.
  • Generate a report based upon the criteria that are important to you.

Anticipated Outcomes

  • A factually based Mystery Shop by Phone report on what the customer experiences in different scenarios.
  • The results may generate training objectives or feedback for call handlers.
  • Improved customer service/product training for call handlers.
  • Improved call handling

If this product for Mystery Shop by Phone  does not quite meet your needs, please enquire about our bespoke service. Tel. 01373 800888.

This product will be delivered by..

An ‘Experienced in the field’ Adviser


A ‘Smart Graduate’


Additional information

Call difficulty

Level 1 – Simple, Level 2 – Technical, Level 3 – Complaint

How many?

1 only, Buy 5 for:


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