Meet the Team: Telephone Mystery Shopping Team

Each member of the telephone mystery shopping team contributes to the organisation and delivery of our client’s telephone mystery shopping programmes. The team consists of the following roles…

What is Telephone Mystery Shopping?

Telephone Mystery Shopping is a highly effective way of measuring and developing the quality or service delivered by call handling staff/teams.

Our telephone mystery shopping programmes include our award-winning Behavioural Measurement Score® (BMS®) research methodology, an objective way of measuring the 4 key telephone customer service behaviours that impact most on the customer experience.

How is Telephone Mystery Shopping conducted?

Calls are conducted by our experienced field-based telephone assessors. They use our state-of-the-art digital remote recording technology.

Meet the Team

The telephone mystery shopping team consist of the following roles, who all contribute to the organisation and delivery of our client’s telephone mystery shopping programmes:

  • Team Leader: Responsible for ensuring the team deliver a successful programme that meets client requirements, achieves deadlines, and maintains the highest quality of work.
  • Programme Co-ordinators: Co-ordinators handle the day-to-day running of the mystery shop programmes. This includes liaising with clients to understand what they’re looking to measure from their mystery shops, then creating custom briefs and questionnaires off the back of this, as well as communicating with shoppers and handling any queries from the Quality Control (QC) team.
  • Quality Controllers (QC’s) - Our Quality Controllers are responsible for ensuring each telephone mystery shop meets our quality standards including sound, brief compliance and credibility. Our Quality Controllers are also experts in CX, scoring each and every visit against a prescribed questionnaire, and staff behaviours using our BMS® methodology.
  • Ziggy: Ziggy is responsible for boosting team morale and providing much needed love and motivation - especially when he brings you his toys, treats or rolls over for a pat. A top priority for Zigg is random bag inspection by sticking his head in.

TMS Team

From top left: James (QC), Maya (QC), Maya (QC)

From bottom left: Kelly (Team Leader), Ziggy, Ellie (Co-ordinator)