Test Calling
This division of our services runs alongside the 'physical' Mystery Shopping element of the business and it provides a service which monitors switchboard, call centre, and sales activity conducted over the telephone as opposed to in person.
Personnel pose as customers requiring information, having a complaint or making a sales enquiry and they will monitor the performance of the call handler in terms of friendliness and efficiency during the call, product knowledge and their telephone manner. This process also allows us to monitor the after sales or follow up, in terms of the information received, chase calls etc.
We use the latest recording technology and the recordings can be received via an email attachment and played through a PC / laptop / Blackberry. In addition, a supporting report is produced analysing the findings.
- "A fantastic training tool and the ability to drive business at the same time - essential for our business operation."
Thomson Select Group - Select Support (UK) Division, Thomson House, 90 Bradshaw Road, Bolton, BL2 3EW