• Mystery Research
• Mystery Shopping
• Mystery Calling
• Mystery Mailing
• Markt Radar
• International
• Management cockpit
• Test shoppers

Mystery Calling and test calls

Customer calls – do you really know...

• how long a prospect or customer has to wait before the phone is picked up?

• what customers experience in their telephone contact with your company?

• how often a customer is put through until he or she can speak with the competent person?

• how requests and complaints by telephone are captured, processed and analysed?

 

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Your customers’ concerns

In Swiss companies, 80% of customer contacts are processed over the phone. Be it a desire for information, a complaint or an order; whether from home, the office or on the road. The telephone is an important means of communication for your customers.

Each contact with the customer means an opportunity and a risk at the same time. The quality of the conversation is crucial as to whether the interested party becomes a customer for years to come or never calls again.

Your benefits

Mystery Calling from SmartConcept shows you how customers experience your company, your employees and your products on the telephone. In a neutral, differentiated and representative manner.

In accordance with defined test scenarios, our trained testers assess your own customer centre, your field offices, but also call centres you have engaged or competing firms.

You get valuable information in order to further improve your telephone “performance”, transforming it into a real business card.