Telephone Mystery Shopping

Recorded telephone mystery shopping
is a highly effective way of measuring and developing the quality of service delivered by your call handling teams either in your outlets or your internal/outsourced contact centres.

To ensure our clients achieve and maintain the highest quality of service and sales performance through their call handling teams, we offer 2 telephone call quality monitoring approaches:

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

Call Quality Monitoring

Call quality monitoring of clients existing call recordings, downloaded via our secure encrypted facility, that incorporates an embedded cryptographic module to ensure data is protected during transit.

Telephone Behaviours

All telephone mystery shopping and call quality monitoring programmes can incorporate the 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. BMS® has been recognised by over 100 retail, automotive and hospitality brands as the science behind great customer service. Improvements in BMS® is proven to link directly to improvements in independent Customer Satisfaction Survey, Voice of the Customer and Net Promoter Score® measures.

VISION Online Reporting Platform

Once our mystery shop assessor submits the completed mystery shop evaluation. The output is quality controlled by our team of evaluators at PiP HQ, before it is provided to the client online via our ‘VISION’ reporting platform, along with the agreed questionnaire. The questionnaire evaluates and measures the experience against each client’s specific sales and retail customer service standards.

Along with the output of the mystery shop, (e.g., video footage, call recording, completed questionnaire etc…) VISION hosts an extensive range of reporting tools, insightful dashboards, drill-down cross-tabulated analysis, action planning, video coaching support and more...

Our VISION platform has been fully developed by our in-house IT software development team – meaning we’ve been able to build a reporting suite completely bespoke to our mystery shopping programmes and activity. The site also encompasses encrypted security with ‘Check’ approved testing, with individual user sign-on capabilities with multiple levels of accessibility.