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Our Mystery Shopping Program
provides your organization with an objective and professional
analysis of your performance along with recommendations to
maximize responsiveness, competitive advantage and long-term
profitability.
Our professional shoppers assess your performance using real
world business scenarios provided by your management team.
We also can design the Mystery Shopping Program
to establish live accounts, which allow you to track the complete
transaction.
SOME OF THE ITEMS
WE TRACK ARE (BUT NOT LIMITED TO):
- Duration of the call or case
- Time in queue
- Ease of IVR menu routing
- Proper Hold Procedures
- Hold time and process when transferred
- Questioning skills
- Listening skills
- Proactive engagement with the customer
- Delivering negative information
- Handling an irate or difficult customer
- Handling a foreign accent
- Communicating new policies and procedures
- Delivering information with confidence
- Clear delivery of product and promotions
- Call resolved (account opened, service ordered, etc.)
- Up service or Up sell
- Service level agreement met
- Customer expectations met
One of our account executives will work with you to identify
the performance items within each specific scenario and define
what exactly should occur during the call to ensure we track
and assess what is important to you and your customer.
We will provide you with a daily summary of events along
with performance evaluations for each individual we contact.
At the end of our analysis you will receive an in-depth report
offering specific tracking and performance measures of each
scenario. Also, we will provide you with a knowledge and performance
gap analysis and provide recommendations in those areas where
we identify a service gap.
To learn more about our Mystery Shopping program,
call us at (770) 772-7377 or email
us. You'll be glad you did!
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