Telephone Mystery Shopping News
Ten Ways to Discuss Mystery Shopping Reports with Employees
Jun 16, 2011 by Confero Inc.
-
In person, one on one: One of the best ways to gain impact from mystery shops is to meet with employees one-on-one to discuss results. If an employee does not score well on a shop, managers need to coach the employee privately. They can discuss ways to improve the customer interaction and also the employee’s concerns with any of the mystery shop expectations.
-
Email: Companies send summary emails about regional and company performance within each mystery shopping area to keep everyone on the right track. Highlighting the high-scoring areas compliments employees, while detailing often-missed sections lets employees know where to place more effort.
-
Staff meetings: Whether at the unit, regional, or district level, staff meetings provide good opportunities to discuss mystery shop outcomes and improvement strategies for the more difficult areas of the mystery shop. For example, if many associates struggle with a closing question, use a staff meeting to brainstorm ideas about asking for the business. If some employees hesitate to refer customers to other departments, dig deeper into the reasons to develop process improvements.
[0] Comments
Easy Telephone Training – Introducing Mobile Roleplay
Aug 30, 2011 by Confero Inc.
Telephone mystery shopping allows managers to learn details of employee-customer telephone interactions. Are associates placing clients on hold too long? Do they sound enthusiastic? Is the information in compliance? We have seen clients who use telephone mystery shopping in a variety of ways:
- Financial service and banking mystery shops measures if customer service representatives invite prospective customers into the branch to open a checking account.
- Law firm mystery shops help identify if associates provide accurate information on services.
- Restaurant and bar mystery shops monitor employee phone skills when handling reservations.
- Healthcare, medical practices and doctor’s office mystery shops learn if associates provide clear information, invite the caller in for a visit, and encourage prospective patients to choose their medical facilities.
- Automotive companies want to listen to associate calls to learn how they handle inquiries. They want to ensure that associates handle calls well, in order to gain more business from those “calling around” for prices on automotive services.
[0] Comments
Case Studies Show Unexpected Mystery Shopping Benefits
Sep 20, 2011 by Confero Inc.
Companies can realize unanticipated rewards when they change their approach to how shoppers gather the information or add mystery shop sections. As the examples below illustrate, the rewards may include improved safety measures and even the discovery of website pitfalls, to name two.
For an automotive client, adding non customer service questions to the mystery shopper survey resulted in valuable data and potential savings in safety-related areas for the company. The company consulted with other departments to gain ideas on areas that mystery shoppers should assess at their locations. In response, Confero added several safety-related questions to the survey. Following the visits with the added survey questions, management was able to quickly view mystery shop results through a secure web-based reporting system, including the information about safety procedures. The results: fast data on safety deficiencies at certain locations as well as decreased number of accidents, due to the increased accountability that the mystery shop program created. You can view other stories on our Automotive Mystery Shopping and Customer Experience Research Case Studies page.
[0] Comments
