Mystery Calls – assessment of service quality with the help of specialists who perform the role of consumer. Basis for assessing serve the questionnaire, script behavior, and Legend of the Subscriber.
In addition to the Questionnaire provided a scale for subjective evaluation of service quality by the consumer, for single-operator and a separate block for general comments and suggestions from the Subscriber. Behavior script regulate the expert (the Mystery Caller) behavior, who evaluates the quality of service in call-centers.
Each consumer is guided by a legend – always a different version of the request for one script.
Mystery Calls allows you to:
- Raise the level of operators service
- Quality product presentation and recommendation
- Achieve Standarts
- Analyze competitors
- Train, certify and motivate staff
- Increase customer loyalty
- Expand the need for additional training and opportunities for sales growth