Mystery Calling – Quality on The Phone Is Most Important!

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The companies’ hotlines became more important for distribution and communication in the last years. This trend is based on the maximization of companies’ profit arose not only from the reorganization of distribution but also from sales behaviour – based on customers who are rather interested in the low prices of proposals than claiming personal consultation.


Similar to the concept of mystery shopping is the tester trained and provided with particular and necessary information before calling an agent of the call centre. Some calling companies claim those mystery calls for companies (and their hotline) for themselves. Rhetorical question: Is your company really interested in a service result based on competition? The BMB is the right choice for you if you want to know the point of view of your customers.

Our data bank makes it possible to find those testers who are provided with the right criterions. Testers who fit most are going to do those mystery calls and are rating the quality as well. The BMB quality team is completing those rates to exclude any mistakes and to secure the plausibility of data.

Goals

  • Control of waiting time and reachability
  • Measuring of consulting competence, kindness, attention, sales orientation, politeness and many other things
  • Detecting competency and effects on the phone
  • Real purchase- and consulting simulations
  • Direct control of actions to increase service quality

Procedure

  1. Development of real and daily scenarios to perform the test, processing test criterions, definition of target groups and identities
  2. Briefing, recruitment of testers, personal training and psychological assessment-tests before realization
  3. Test performance, data survey
  4. Call monitoring, tests for plausibility of data, following interviews with testers
  5. Processing of data and analyses
  6. Outcome presentations and references for management

USP & Reason Why

  • Mystery Research Award 2008
  • Sectoral and overlapping experiences in mystery shopping national and international
  • Approved standard items or rather individual test criterion
  • Concentration of results to an optimal processing for personnel process interfacing, distribution, management and chief executives

Clients

ADAC, BMW Bank, Cirrus Airlines, Otto Versand, Schalke 04 u.v.m.

Links

  • Research
  • Personnel development

Contact Person

Sebastian Preuss M.A.
FON: +49-212-221 439-20 MAIL: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 
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