Telephone Mystery Shopping

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.

Secure online data access alongside your data.

You may choose to access data online side-by-side with your other data from mystery shopping reports, outbound customer surveys, in store research and social media monitoring.

For states requiring two-party consent for recordings, we can help you navigate the requirements to ensure your program is conducted appropriately.

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Why Us

Why Confero

  • Experience: our seasoned project leaders will design your program to get the analytics you need.
  • Right size, right partner. Large enough for your national program. Small enough for your regional program.
  • Best in class program design.
  • A proven history of long term, satisfied clients.
  • Actionable, easy to use reporting.
  • Unlimited dashboard views allow your management team to see their results, their way.
  • Reporting tools for every need.
  • Worthy of your trust. We are known for integrity.
  • Comprehensive quality control baked into every process.
  • Industry leadership. Active leadership in the Mystery Shopping Professionals Association.
  • Performance incentive procurement and fulfillment. Reward your star performers.

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Our Clients

Our Clients