Hiring a mystery shopping firm such as Customer Perspectives may be one way a call center can track whether employees are providing the type of customer service expected of them. A well-trained team of call center employees is essential to repeat business and customer loyalty, but before they can be trained, the company will need to know where their weaknesses are.
A telephone mystery shopping program can help provide unbiased evaluations of the staff’s strengths and weaknesses when answering calls. A firm such as Customer Perspectives will work with the company to determine what best to look for in order for mystery shopping callers to provide useful data back to management. Once a plan is agreed upon, mystery shoppers will act like customers who are ordering something or asking questions. The shopper will evaluate the responding staff person based on the key performance indicators established in the planning stage.