What is telephone mystery shopping?
For many customers the telephone forms the first and in some instances the only method of contact.
In an era of convenience shopping, how effective are your call handlers at identifying the needs and expectations of your customers? Your call handlers are in a vital and extremely challenging position, being tasked with representing your business without the assistance of location, product and face to face interaction.
How confident are you that your brand is represented as positively as it can be over the telephone?
CSS will help you understand more about that important interaction. By using telephone mystery shopping you can better appreciate how it feels to be your customer and how effectively your call handlers are selling your brand.
At Customer Service Solutions UK, we have the experience and skills to advise you on the most effective and relevant measures to test and develop the excellence of your telephone staff. Our call forms will be tailored to suit the needs of your business, and will give you important information with which to drive the success of your telephone offer.
So what do we do?
- Through telephone mystery shopping our callers will become your customers, replicating their calls.
- Each call will be assessed against agreed criteria with the call and individual scorecard quickly made available to facilitate prompt and constructive feedback.
- Further analysis and written reports may be provided to highlight areas of success and those that might require further development.
So what do we focus on?
- Warmth of the call – how customers perceive your company goes beyond how efficiently you handle their enquiry. The manner and tone of voice, as well as keeping the language easy to understand are all important.
- Building rapport – customers like to feel you care and are interested in them.
- Questioning and listening – both are skills that everyone would like to think they have, but how effectively do your calls handlers question your customers and do they really listen so that they quickly get to the nub of the issue?
- Confidence and product/service knowledge
- Effectively closing the call and making sure the customer is satisfied wit the information they have received.
So why should you choose mystery shopping?
CSS are specialists in telephone mystery shopping and can help you deliver better performance by improving your customer’s experience and in turn enhance your brand.
Telephone mystery shopping can provide:
- Easily accessible information for Managers
- Support training and coaching for improvement
- Monitoring for compliance
- A tool for benchmarking your company against the competition
The benefits
Profitably winning, satisfying and retaining customers is key to commercial success, encouraging your customers to become powerful advocates of your brand. Your call handlers are that brand, support them to deliver excellence.