Telephone Mystery Shopping News

Customer Satisfaction Research vs. Mystery Shopping: A Dialogue Revisited

Oct 30, 2008 by Elaine Buxton

In our current economy, customer retention is at the forefront of good business strategy. Well-run companies know that keeping customers coming back, even in this difficult economic climate, will ensure success down the road. With so many businesses focusing on customer service strategy and so many approaches to customer experience measurement out there, I am often asked which measurement method works best.

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Telephone Mystery Shopping Questions

Jul 29, 2009 by Elaine Buxton

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

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Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?

Aug 01, 2009 by Elaine Buxton

Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.

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Mystery Shopping Call Scenarios for Banks

Sep 10, 2009 by Elaine Buxton

Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.

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Ten Ways to Use Recorded Telephone Mystery Shops

Mar 04, 2010 by Confero Inc.

While telephone mystery shop reports obviously do not capture the visual aspect of a customer interaction, they can be a cost-effective way to discover how your employees conduct themselves with customers. Better yet, recorded telephone mystery shops provide managers with the detailed information needed to coach employees, since the recording allows you to review both sides of the conversation with the employee. There are many ways that companies improve operations through the use of telephone shops. Here are ten:

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