Do you really want to know how good your telephone service is? Then it might be wise to employ a mystery caller. This way, you can find out exactly how an average conversation proceeds and whether, for instance, all procedures are followed correctly. By approaching the company by telephone as a mystery caller, you can assess the service orientation, customer orientation and sales orientation of your employees.
Customer experience insight
In a customer satisfaction survey, you ask the customer about his or her experience, but to find out what it is really like to be a customer, a mystery caller is the ideal option. How are you addressed, does the employee do everything to help you and do you get the right information? It can also provide insight into the customer journey. Is it easy to get the right person or department on the phone, are you on hold (for a long time), can you hear the telemarketers well?
Valuable for employees
As mentioned, the employees do not know that it is a mystery call. So for them it is a conversation like any other. This gives you a better insight into how the employee is doing than when you make a mock-up call with him or her, or when you actively listen in on a conversation. The employee is then very much aware of your presence, which can lead to nerves and a different conversation than usual. This is not the case with mystery calls. Ultimately, this contributes to customer satisfaction and more knowledge among your employees, and it results in higher conversion.
Need help with mystery calls?
When mystery calling, it is wise that the mystery caller is someone your employees do not know. That is why the experienced specialists at Convins are here to help you. Together with you, we determine what needs to be considered during the mystery call and what questions need to be asked. With the concrete results from these calls you can subsequently improve your telephone service!