Customer Service Centre Quality Barometer

As well as its mystery call campaigns, 100% Satisfaction can set up a Quality Barometer for Contact Centres which combines several sources of information and analyses the data obtained :

• Mystery Customer orders go beyond the scope of the call to also assess logistics, delivery times, then reimbursement.
• Appraisals are not limited to phone calls but can also turn towards what is called "asynchronous" contact channels such as : e-mails, letters, faxes
• Mystery surveys can be coupled with results from satisfaction surveys to establish a correlation between Perceived Quality (satisfaction survey) and Delivered Quality (mystery customer).
• Internal indicators in the Call Centre (lost call rates, waiting time before picking up, etc.) enable us to enhance our analysis