Telephone services

Mystery calls

A mystery call involves investigating by telephone how someone experiences contact with your organization. It is mainly used to obtain objective information about quality. The call can be made as a customer, supplier or even as a (potential) employee. Mystery calls can be used for different components, such as:

- Complaint handling
- Customer service
- Support services
- Follow up on leads

You can use the figures and statistics derived from the results to improve your telephone support. Think, for example, about reducing waiting times or deciding to (partially) outsource support.

 

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