Category: Telephone Mystery Shopping

Companies that depend on the phone as a way to connect with customers face many challenges beyond keeping hold times short. They need to ensure that associates provide friendly service, convey accurate information, suggest other products and offer quick resolutions to customer

Do you ever wonder about the best way to employ telephone mystery shopping? Should a call center place the calls, or should a variety of callers phone your locations? Companies who use traditional call centers to conduct telephone mystery shops may feel that quicker results and smaller fees prevail. Before you consider this strategy, think about the following pitfalls:

1. Calls across the Board: Call center employees may make dozens of calls each day to many locations. When employees place many calls over a short time period, they may begin to sound scripted. The calls sometimes sound just like call center calls. With

Need a way to lift your mystery shopping efforts for the upcoming year? With year -end approaching, now is the perfect time to consider ways to revitalize your mystery shops. Here are five easy ways to make meaningful changes:

Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years.  With our experience in so many diverse industries, we apply knowledge to new projects in unique ways.  Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:

While telephone mystery shop reports obviously do not capture the visual aspect of a customer interaction, they can be a cost-effective way to discover how your employees conduct themselves with customers. Better yet, recorded telephone mystery shops provide managers with the detailed information needed to coach employees, since the recording allows you to review both sides of the conversation with the employee. There are many ways that companies improve operations through the use of telephone shops. Here are ten: