Mystery Shopping: checking knowledge and ensuring service
Mystery Shopping is often used to determine customer service levels and to ensure that inbound enquiries are dealt with efficiently by your staff. However, Mystery Shopping can also provide you with much more detailed measures rather than the general aptitude and attitude of your customer-contact teams.
BDM Mystery Shopping reports can also be used to probe staff product knowledge gaps, testing individuals and departments on specific responses and enabling you to see where you need to focus training and resource.
At BDM, we use state-of-the-art technology to monitor real-life inbound and outbound calls – in large sample sizes where necessary, providing you with real indications of the strengths and weaknesses within your organisation.
We make it easier and cheaper to find out how your staff interact with customers by:
- Highlighting your business objectives against your performance
- Providing detailed statistical analysis
- Identifying team members who dealt with a specific call
- Storing and providing digital examples of inbound or outbound call handling
Our reporting services are available in a totally scalable format – from small samples for individual sites to comprehensive reporting for networks or groups. That means, whatever your aspirations, we can grow with you.
