Our professional mystery shoppers will dial your call center or locations and will interact with your staff as a regular customer, capturing this all on audio files, being able to hear the conversations so we can score them consistently & correctly EVERY TIME!
Your phone-based customer interactions, whether they be informational, transactional, or customer service-oriented, are one of the most important customer touch-points for your company. These live interactions give your brand a voice and provide a significant opportunity for you to establish a connection and develop trust with your customers.
Elite CXS’s Telephone-Based Mystery Shopping will allow you to continuously and accurately understand the customer call experience: wait times, hold times, representative friendliness, professionalism and knowledge, as well as call resolution and offline follow-up across your phone-based touchpoints, including omni-channel initiatives.
The calls can also be fully recorded and attached to your written reports.