The Not-So-Mysterious Benefits of Mystery Calling

As a call center manager it is imperative that you have mechanisms in place to enable you to experience your business from the customers’ perspective.

Mystery calling is seen as a measurement tool, which evaluates whether agents are complying with specific standards. These may include answering call greeting, tone of voice, and call resolution.

Why Mystery Calling? The benefits of mystery calling—

• Effective monitoring of customer service levels.
• Rate “human” elements of delivery.
• Ensure standards and policies are adhered to.
• Ability to identify weaknesses in processes.
• A better understanding customer perceptions.
• Customer service focus, as it motivates.

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 agents are 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.