As a call center manager it is imperative that you have mechanisms in place to enable you to experience your business from the members’ perspective – mechanisms such as mystery calling.
Mystery calling is seen as a measurement tool, which evaluates whether agents are complying with specific standards. These may include answering each call within a certain number of rings, sticking to a script, and transferring calls to the correct person or department.
Why Mystery Calling?The benefits of mystery calling—
·Effective ongoing monitoring of customer service levels within the organization.
·Opportunity to ensure that organizational standards and policies are adhered to.
·Ability to identify weaknesses in your current processes.
·Attainment of a better understanding of the perceptions you are fostering amongst stakeholders.
·Creation of an exceptional customer service focus in your organization as it motivates staff to provide good customer service always.
Mystery Calling will increase your profits because...
Customer Service Counts
Research has proven that quality customer service is a profit strategy.
Improved customer service helps you:
retain current customers by enhancing customer loyalty
attract new customers
Mystery Calling is done in an attempt to determine whether the agent is meeting the needs of both the customer and the business. Are the customer’s needs being satisfied, and in an appropriate manner to facilitate return business? Callers can only form a perception of the quality of the organization through their interactions and experiences with your call center.It is important to recognize that everyone you deal with has an opinion of your business that is revised, either consciously or subconsciously, after every interaction with you. Therefore it is vitally important that every interaction with callers is positive and continually reinforces the image of your organization that you wish to convey.
