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?
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.
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.
Smart Concept AG
8604 Volketswil - Switzerland
Telefon: +41 44 980 43 43
Regardless of what industry your company works in and what products and services make up your market services:
We are familiar with your industry’s “universal laws” and have wide-ranging experience.
Direct access to more information.