Mystery calls, mystery e-mails

Mystery calls, like mystery visits, judge the form of the call:

• waiting time before getting through to a phone counsellor
• listening quality
• courteousness, etc.

as much as its substance:

• accuracy of the answer given
• answering time
• exhaustiveness of the answer, etc.

This service can be carried out across a highly varied range of issues:

• appraisal of replies to enquiries for products in the tourist, insurance, banking, fields, etc.
• checking that e-commerce or telephone orders are going through smoothly
• checking that a head office switchboard provides a proper reception
• requesting a quotation and assessing the commercial quality of customer account managers
• etc…

When appraising Customer Relation Centres, calls can be complemented by mystery e-mails or other tools to help draw up a Quality Barometer.