Mystery Caller

Optimize your sales funnel and improve your sales with Mystery calling

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Services in numbers
98%

Data accuracy

300%

Budgets economy comparing to traditional research

97%

Clients state that this is tool №1 for measuring call-centers KPI’s

How it works?
  • You fill out the request
  • We form the team according to your needs
  • Coordinate the scope of work
  • Deliver work
  • You receive the fixing instructions
  • Worldwide experience

  • verified
  • Unique users’ selection

  • verified
  • 100% data accuracy with quality assurance

  • verified
  • Online data delivery

They have already improved their performance
UniCreditBank

“It’s worth noting the following advantages of working with 4Service Group: – User friendliness of “Shopmetrics” platform. – A large base of mystery shoppers, thus facilitating “rotation” standards. – Flexibility and high-professionalism of the project team. As a result of our experience, UniCreditBank would like to fully recommend 4Service Group as a reliable and competent Mystery Shopping provider.”

Nivea

“A large base of mystery shoppers allows evaluating the quality of service with the coverage of the whole country. Comfortable functionality of the report-system allows producing the statistic data in the frame of each store and consultant, in addition to the questionnaire components. Such a method of data flow allows to rapidly monitor the level of service, as well as to provide prompt feedback to our employees. All of the above help us to greatly increase the level of professionalism.”

Ipsos-Comcon

“When there are requests for mystery shoppers we consider Scheduling Worldwide in the first place. ”

Karcher

“We started out with an open audit concept. But this concept did not reflect our real goals. In other words, the customer’s point of view was missing from the equation. And then we decided, after receiving the first results from our Russian colleagues, to start afresh with mystery shopping as a new tool to improve our sales performance.”

Socar

“Socar highly recommends 4Service as a reliable partner. They conduct high quality quantitative and qualitative studies and provide invaluable guidance on how to move forward.”

Jysk

“The polls are carried out with a certain frequency in order to keep track in time; the procedure has been done for decades. We conduct them once in half a year, measure brand knowledge, brand attitude, consumer perception of price level, quality level compared to specific competitors as well as how our consumers perceive the level of service in the store, that is, we evaluate all the factors. ”

A long wait for operator’s response, incompetent service, rude answers - all this discourages consumer’s desire to make purchases, place orders or use company’s services. There is a need for checking a manager, because he is company’s image at the time when providing service. He is responsible for adhering to telephone sales standards and quality of consultations. Mystery Calling service helps you do this professionally conducting secret shopper calls.

Call Mystery To Monitor the Quality Of Customer Service By Phone

Telephone mystery caller is a person who consults with a manager or carries out an order by phone in accordance with an approved scenario in the likeness of ordinary client.

This method is performed by telephone mystery shopping companies and is useful for measuring effectiveness of:

  • sales managers;

  • consultants in online stores;

  • employees of subscription or reference services;

  • call center workers;

  • after-sales service;

  • reception staff who consult by phone;

  • technical support operators, etc.

In consequence of mystery shopper calls, the quality of a remote company service can be increased. The Secret Caller study shows strengths and weaknesses of service: why your company is beyond compare and why sales are falling.

Secret client make mystery shop calls to evaluate manager's ability to:

  • comply with consulting standards;

  • identify customer needs;

  • offer the best product/solution;

  • make a cross sale;

  • quickly and efficiently serve a client;

  • behave correctly in a conflict situation.

Benefits Of Telephone Mystery Shops

As a result of inspection, you get audio recording (each call is recorded on Dictaphone and is a visit’s confirmation), questionnaire (standards quality compliance and caller’s subjective assessments are put on record in questionnaire), and analytical report (report describes and visualizes data on the inspections’ results).

The results of mystery calling study help to:

  • increase sales;

  • identify benefits of service provided by competitors;

  • develop a program for motivating employees based on a service coefficient;

  • find out what "gaps" you must fill in employees training;

  • control the service quality.

Our secret customers always cope with their tasks because, first of all, a secret caller can control his voice and correctly convey his emotions over the phone. Secondly, a call scenario is written down to the details and agreed with a client, and secret caller does not deviate from provided scenario not in the slightest. In the third, before a real call, a test call is made, where agent’s readiness for verification is assessed. The verification is a subject to mandatory validation.

Why Secret Call Tests Are Effective?

The answer lies in psychology of human behavior: any employee, knowing that he will be checked, but not knowing when, will do his best for providing the highest quality service to each client.

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