Telephone mystery shopping assessments

Telephone mystery shopping is undertaken via two approaches, depending on the requirements of the scenario. If the use of personal information is necessary, our 15,000 strong field-force is used; although we also conduct over 20,000 telephone assessments per-annum from our specialised in-house call unit :
 

• The unit houses 24 individual sound-proofed headsets and a listening-in station linked to a digital recording system
• All projects are preceded by comprehensive training, in which we encourage our clients to participate
• Software is used to ensure that calls cannot be traced (especially important for routed traffic)
• Quality – absolutely key to any study, this is guaranteed through the strict recruitment and training of our telephone unit; in addition to back-end technical and human controls.
• Reporting – Our tried and tested reporting systems provide bespoke solutions from fast-turnaround store reports and tailored web-reporting to strategic, insightful presentations on our findings.

In addition to this, our CallCheck product provides regular benchmarking data for telephone service across all major industries.