Telephone Mystery Shopping evaluates call centers or individual locations.
Our services are available as recorded phone calls or non-recorded. With recorded telephone mystery shopping reports, you can hear what your employees are saying to the customer. Telephone mystery shoppers use the same scenario every time, which gives every call center employee equal footing from which to start.
Identify missed sales opportunities
Are the associates mentioning additional products? Overcoming objections? Attempting to close the sale? Asking for a reservation or appointment?
Eliminate hours of “listening in” to your call center
Hear how the same question is handled by multiple associates. Using Confero’s telephone shopping services allows comparison of performance on the same customer scenarios, allowing clients to see who needs training, who is saying what and who is doing a great job.
Zero in on inconsistencies
Are the associates telling customers the same information? The information retained from training varies from associate to associate working in the call center. Recorded telephone mystery shopping reports help with this issue. You can hear exactly who needs training and who is doing a great job.
Robust online analysis reports
In addition to the telephone mystery shop recording, mystery shopper callers will answer a series of questions on the online telephone mystery shopper survey. The answers to these questions allow for scoring to be applied. That scoring allows for comparisons of performance among associates, locations, departments, managers and over time.
For states requiring two-party consent for recordings, we can help you navigate the requirements to ensure your program is conducted appropriately.
Audit a National Retail Reset: 2000 stores, 2 days’ notice, 3 days to complete
Sometimes, you need to know quickly if something is not going well. Our marketing agency client was responsible for monitoring the merger of two national consumer electronics brands and orchestrating the accompanying national resets of the re-branded, merged products. No small task. Confero was engaged to conduct audits to ensure that electronics stores were displaying […]
Intake staff at Law Office: Are employees following standards?
Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. If the associate does not make a favorable impression, the caller is likely to contact other law firms […]
A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. The manufacturer needed details on how doctors’ offices presented their product’s information when they received phone inquiries about the device. What did prospective patients hear when they called to inquire about the product and the medical […]
Appointment Setting at Doctors’ Offices, Wait times and Friendliness
A group of busy doctors’ offices wanted details on how associates sounded on the phone when setting appointments. Did they make the new patient feel welcome, or was the call discouraging to the caller due to the long wait for an appointment? And, how many days or weeks was it for the first available appointment? […]
Confero partnered with a New York hospital to gather information on how associates in the referral call center met the hospital’s benchmarks. They wanted to know if call center agents were referring doctors in the correct order, as presented online, to ensure an equal number of referrals to each participating doctor. This information could then […]
Head to Head Competitive Shop Analysis: Brokerage Services
A national online brokerage firm was interested in comparing their hold times, servicing and selling skills with a group of their competitors. The client had specific criteria to apply consistently to all firms in the study, so that appropriate comparisons could be made. The client also wanted the study to be strictly confidential so that […]
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. 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 […]
Education Compliance Checks – What are Employees saying?
An online education services provider was interested in what associates told prospective students when they called to get information about online courses. The associates can discuss certain topics, such as financial aid, types of jobs following education and transfer of credits, but legal requirements dictate what they can and cannot say regarding these topics. Telephone […]
Private Schools – Associate Follow-up and Sales Skills
An educational firm needed information on associate interactions with parents of potential students. How well did employees handle email, phone and visit inquiries from interested parents? Follow-up was a key concern. Were the associates losing sales due to lack of consistent follow up? In the competitive world of private schools, this next step improves the […]
Education Phone Calls – Is what they’re saying legal?
A government organization approached Confero with an important compliance need. They wanted to learn if associates at post-secondary schools used appropriate language when talking with students about topics such as graduation rates, incomes for possible jobs after earning a degree, and promises about financial aid. Were employees stating things accurately and within the law? Confero […]
"Thank you for your outstanding management of this project! There was a lot going on on my end this year with Covid data/projects that often kept me from this project. Knowing it was in good hands has been a great comfort. "
Marketing Analyst Health Services Administration
Laura & Paul have been sending very easy to understand reports to us for longer than I have been with the company. We are happy to be listed as one of your references.
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