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Our Services On-Site Mystery Shops Telephone Mystery Shops Internet Mystery Shops IWR Web Surveys IVR Telephone Surveys |
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First impressions on the telephone determine whether the prospective customer visits you or one of your competitors. Phone Shops can be used to evaluate a number of different dimensions of the telephone transaction. Was the telephone answered in a prompt manner? Having the phone ring too many times, or placing the customer on hold for an extended time, is not a good way to start. Did the tone and manner of the associate reflect the spirit and attitude you're trying to project? Was the associate able to speak intelligibly and correctly answer the customer's questions? Did the associate address them in a welcoming manner and invite them to visit?
All of these elements can be evaluated through the use of quick, low-cost telephone mystery shops.
Recorded Telephone Mystery Shops
The best way to fully appreciate the telephone interaction between your
associate and the customer is by recording the call as part of the telephone
mystery shop. Recording phone shops provides a training vehicle to sit
down with the associate to point out strong and weak areas. (Recording
of any telephone mystery shop requires a previously signed release from
the employee being evaluated.)
