Mar 17, 2010 by Confero Inc.
Some companies prefer to conduct a pilot before entering into a full-scale mystery shopping program. This is a great way fine-tune your mystery shop program and to narrow down exactly what your team would like to accomplish by using mystery shopping reports as a way to measure employee behaviors and front line performance.
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:
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.
Sep 04, 2009 by Elaine Buxton
Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the usually means measuring customer experience .
Aug 26, 2009 by Elaine Buxton
Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.