Telephone Mystery Shopping and Customer Experience Research Case Studies
Telephone Mystery Shopping with Incentives, Rewards on a Budget
An automotive client recently approached Confero for ideas on how to manage reward phone calls to nationwide dealerships. They needed Confero to conduct the telephone mystery shop calls and manage incentives (gift cards) for employees who provided information according to dealer standards. And they had a finite budget for telephone mystery shops and rewards combined.
The client trained dealer associates to offer two different promotions to customers calling for information on tires. Confero developed a program for random mystery shop telephone calls over a specific time period. The mystery shoppers listened to determine if the employee mentioned the two promotions, and then announced at the end of the call that they had just conducted a mystery shop.
If the associate was successful in suggesting the appropriate promotions, the shopper offered congratulations and gathered the associate’s mailing address for shipping of the gift card.
Confero secured customized gift cards, mailed inside customized card carriers which reiterated the congratulations and the reason for the award. This reinforced the promotion process with winners and gave our client that second opportunity to recognize positive results.
This was an end to end solution, from telephone mystery shop execution to delivery of gift rewards to winners. The client needed to stay within a tight budget, with calls delivered until the incentive money was used. To meet this requirement, Confero arranged the program to track daily spending for telephone mystery shops and gift card fees, and gift card amounts. Mystery shopper accuracy was critical. If the mystery shopper awarded a prize in error, the client’s budget was at stake. Quick quality review of the mystery shop calls was also important, because if the call was successful, remaining budget dollars needed to be adjusted immediately.
With careful execution, Confero delivered the calls on time and within budget. The Confero team managed the rewards piece, saving the client time by procuring the customized gift cards and mailers, maintaining the card inventory and coordinating the fulfillment of the rewards to winners as well as tracking card deliveries as needed. On top of this, easy to use reports showed management how well associates conveyed promotion information and also honed in on call transfers
If you are considering telephone mystery shops or want more insight for your current program, we invite you to read this recent CRM.com article. In the article, Confero and other mystery shopping providers weigh in on telephone mystery shops, uses and their advantages. You can also visit our previous blog posts:
- Ten Ways to Use Recorded Telephone Mystery Shops
- Finding Missed Opportunities using Telephone Mystery Shops
- Telephone Mystery Shopping: Four Reasons Why using a Call Center May Not Work
- Five Ideas to Energize your Onsite and Telephone Mystery Shopping Program
- New E-Mail Scam Update
- Telephone Mystery Shopping
- Ten Ways to Use Recorded Telephone Shops
- Telephone Mystery Shopping Questions