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Real Life 'Mystery Shopping'
How your business communicates with your customer base is fundamental to the success of your business.
Many businesses 'grapple' with an understanding how their business performs and frequently 'Mystery Shopping' to perceived to be the only answer.
Mystery shopping is designed to emulate the real experiences of your customers, how ever they often fall short of the mark due to the 'artificial' and theatrical performance of 'mystery shopper'.
The service which BDM offers is better than mystery shopping:
- We use 'real life telephone calls'
- We use larger and more robust sample sizes than mystery shopping.
- Our costs are less.
- The calls are available within a fraction of a second to listen to.
- We are able to report on both 'inbound and outbound' calls.
- We can identify lost sales opportunities.
From our call analysis we will:
- Identify branch behaviour vs. your business requirements
- Provide a detailed statistical analysis
- Identify the team member who dealt with the calls and highlight individual performance levels
- We provide comprehensive reports with supportive data
- Highlight key business areas and their relative performance
- Provide inter business comparisons
- Provide digital examples inbound or outbound call handling
- We always make recommendations/ Suggestions in relation to the actions which might be appropriate to address the key issues
Using our services over a time will enable you to see 'the picture' of the performance and the improvements resulting from management and training initiatives over a period of time.
Your results are delivered in a comprehensive report, either by us presenting to your team, through our web interface or through our 'environmentally friendly' web conferencing facility.
Our services are available in a totally scalable format from small samples for individual sites to comprehensive reporting for networks or Groups.
To find out more please call our office on 0845 373 4100 or email enquiries@bdm-ltd.co.uk
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