Mystery Calls

MEASURING AND DEVELOPING QUALITY IN TELEPHONE CONTACT WITH MYSTERY CALLS

Mystery calls are test calls in which a trained tester (mystery shopper) objectively evaluates a given, customer-typical scenario according to defined criteria.

Mystery calls are used to collect information that is used to develop quality in telephone contact.

The focus of the development measures is predominantly on the topics:

  • Accessibility
  • Friendliness
  • Professional competence
  • Needs analysis
  • Quality of advice
  • Closing behavior
  • Sales orientation

These measures are aimed across the board at optimizing customer satisfaction, customer orientation, customer service and service quality.

Synonymously used terms are test calls or covert calls. The distinction from other instruments is simple:

  • Mystery Call: Tester calls or is called.
  • Mystery Email: Tester sends an email request
  • Mystery Chat: Tester uses chat function of the provider to initiate a dialog

Typical test criteria are:

  • Accessibility
  • Greeting
  • Naming
  • Professional competence
  • Commitment
  • Service orientation
  • Active listening
  • Closing orientation

Mystery calls are used to evaluate the quality of customer contact in both the B2C and B2B sectors in all industries, but especially in the areas of pharmacies, car dealerships, banks, DIY stores, call centers, computer retailers, consumer electronics, DIY, retail, specialist retailers, trade, hotels, industry, furniture retailers, motorcycle dealers, pharmaceuticals, service centers, telecommunications, tourism, publishing.

DEVELOPMENT OF CALL CENTER, CUSTOMER CENTER OR SERVICE CENTER WITH MYSTERY CALLS

Mystery calls are used to test and develop the company's own internal and externally commissioned call centers or service centers. The spectrum of requests of the test calls ranges from simple information requests to complete order processing with consultation, conclusion, delivery, and return.

Test calls are often combined with the test of other contact channels (letter, fax, chat). Test calls also allow the mystery caller to identify himself as a tester at the end of the call and give direct feedback to the tested employee. This feedback is very well received by most employees, because the tester explains from the customer's point of view what was positive about the call and where there is room for improvement.

concertare also offers special training measures for call centers and service centers in which the call agents are trained directly on identified optimization potential. This can be combined with integrated coaching measures, in which employees or teams are accompanied by a coach over a longer period of time and receive concrete support when needed.

concertare conducts up to 100,000 mystery calls internationally every year. Behind each call, there is an individual call number if desired. All inquiries are individualized so that only authentic test scenarios indistinguishable from real inquiries are generated.

MYSTERY CALLS - COMMISSIONING TEST CALLS

The experience customers have on the phone during the respective calls can have a lasting positive or negative impact on the image of a brand and the success of a company.

The mystery calls we conduct are test calls in which we check not only accessibility and greeting, but all customer-relevant standards, taking into account any company specifications. The aim is to create a uniform, competent, and friendly overall concept for customer calls in which a customer feels comfortable from the very first call. Of course, based on our wide-ranging portfolio, we are also able to link different communication channels and combine them accordingly with chats, correspondence, and mail contact. This applies in particular to customer centers, in which the various communication channels are combined. The measurements provide you with comprehensive control information and recommendations for action to optimize this important communication channel between your employees and your customers.

MYSTERY CALLS - A VALUABLE TOOL FOR INCREASED CALL QUALITY

Mystery calls can be used to significantly improve the quality of incoming and outgoing calls in the long term, regardless of the reason for the call. Our carefully trained and competent mystery shoppers check the standards according to your specifications, usually in the following areas in particular:

  • Accessibility
  • Friendliness
  • Manner of address
  • Course of conversation
  • Quality of advice
  • Sales orientation
  • Behavior in connection with any complaints

The focus is always on your individual requirements. Depending on the industry, company philosophy, and occasion, these can differ significantly. All discussion content is documented in detail for good traceability. Our services also include the identification of areas for action and recommendations for optimization.

IMPROVEMENT OF TELEPHONE CUSTOMER CONTACT IN THE CALL CENTER OR CUSTOMER CENTER

The possibilities offered by high-quality mystery calls are many and varied and can be used on a wide range of levels to improve service quality and sales orientation. Depending on the individual situation, it makes sense to start with simple tests in which so-called basic or standard criteria are checked. In this phase, only simple business transactions should be used for testing in order to familiarize employees with the instrument of mystery calls and to show that the instrument is not intended for control but for development. As the project progresses, the business cases used can then become more complex and the investigation design more sophisticated. If your organization is already working at a very high level, it is of course also possible to start at an appropriate level.

concertare offers various options for quickly, efficiently, and sustainably transforming identified optimization potential into improvements. These include individually tailored reports, the possibility to give direct feedback to tested employees, or to send them to tailored modules in an e-learning or blended learning platform depending on the respective test result.

WHAT ADVANTAGES DO MYSTERY CALLS OFFER?

Competently conducted mystery calls help you gain even better insight into your customers' experiences. Do they have to wait a long time for an advisor or callback? Are they served in a friendly and individual manner? All customer-relevant aspects can be found out with the help of a mystery call.

At the same time, it is possible to sensitize employees even more to high-quality, structured, and yet individual customer advice on the basis of the corresponding results. The corresponding successes can ultimately also be seen in the sales generated. Companies that present themselves on the phone in a competent, friendly manner and in accordance with a predefined corporate identity take advantage of the opportunity to stand out from the competition in a special way. It is worthwhile to have mystery calls carried out at regular intervals in order to optimize the customer experience in the long term.

concertare is one of the largest owner-managed agencies for mystery calls and mystery shopping. A large number of consultants, experts, market researchers, and trainers are specializing in this area work in the field of mystery calls.


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