Mystery Shopping Call Centers
Though the term mystery shopping brings to mind clandestine
,in person visits,the truth is some mystery shops can be done from the comfort of your home or office. It has been reported that the head of a telecommunications company based in Australia made headlines when it was revealed that he routinely made mystery shopping call to his own company to make sure the customer service policies he developed and put into place were being followedAs anyone might guess in a situation like this, what he found was not always positive. The results of his "research" were probably hard to hear at times, but the CEO's experiences showed him the issues he needed to confront in order to make changes and ultimately help turn his business' customer service around.
His mystery shopping efforts of the call centers brought to light some crucial questions. For instance: Why do customer service problems crop up in the first place? Is it apathy on the part of call center employees, or are they not being equipped with the tools they need to do their jobs properly? Is there an incentive structure set up to reward employees for doing well?
All business owners have a responsibility to ensure that their call centers' customer service policies are being implemented as effectively as possible, whether they are running a major corporation or a small business -- or anywhere in between. There is a place for mystery shopping within every call center's customer service strategy.
When a business hires a mystery shopping company, the two organizations will work together to create a customized program that investigates all the elements important to the customer service success of the business' call center. The company should be able to tailor the plan to target specific problem areas or specific training issues a business client might need to focus on. Once the two organizations have agreed upon the list of criteria shoppers will look for, the mystery shopping company will select shoppers with appropriate expertise. Mystery shopping staff will phone the call centers, posing as actual customers, and track every detail of their experience.
Here are some things mystery shopping professionals might look for when they shop a call center:
* Friendliness and helpfulness of staff. * Amount of time spent on hold. * Quality of hold music . * Number of transfers. * Whether they have to explain their problem over and over when they are transferred.
Customers' chief complaints with calling call centers are fairly universal. Issues like long hold times, endless transfers, lines gone dead, overly scripted and unempowered employees, and more run rampant throughout call center culture. Any business that thinks it is exempt should probably reconsider. One simple way to find out for sure whether these things are happening: hiring mystery shopping company to act as the company's ears on the front lines.
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