Mystery shopping is not only done by visiting stores and restaurants with secret video equipment. It’s also done on the phone and via computer, doing call grading on call centers.
Call grading is basically where a mystery shopping agency evaluates a customer service call center to see how well the employees are handling their customers.
While post-call surveys are one option for call grading, too often the customer service rep will taint the results by asking each caller to “give me good marks.” The caller will often inflate the score as a favor, giving false results, which can completely gloss over any problem areas or training needs.
By using a mystery shopping firm for call grading, the company is able to determine which employees are meeting their goals and expectations, and which ones need more work and training.
This is especially important for call centers that regularly receive calls from angry and rude customers. In some cases, the call center employee will be rude in return. Without proper call grading, this could actually develop into a bad habit.
Our mystery shopping auditors can not only pose as callers to evaluate employees, but we can also listen in on all your other recorded calls. For many call centers, managers listen to random calls to see how their reps are doing. But Measure CP can actually have humans listen to every call, every minute, and score them based on pre-established criteria.
Some companies use voice recognition software to analyze a conversation for keywords, but it cannot understand the interaction of human-to-human relationships.
Software will never be able to measure the vibe or emotions that are part of a conversation.
Our mystery shopping auditors are trained to listen for sarcasm, frustration, weird pauses, and snarky comments, whether they come from the callers or your staff. They’ll timestamp and index the recordings, and deliver reports and scorecards to let you know how your call center is performing.
For more information on call grading through mystery shopping, you can call us at (502) 749-6100.
The Mystery Shopping Experience 