Tag: employee coaching

Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.

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: