Mystery shopping takes shape in many different forms. There are countless benefits to undertaking mystery shopping in order to find out more about your company standards, the way in which your employees work when you are not around, how interactions with customers take place, and how transactions are forged and completed. Learning about your business will always help you to formulate new plans, realistic targets and to understand how important different departments of your company are. Mystery shopping is a key tool to driving standards ever higher and improving customer satisfaction levels as a result. Which type of mystery shopping you choose, however, is a different matter. It will depend on your type of business, the way in which the majority of your customers interact with you, and various other factors. In this article, we will take a look at the major benefits to be found through employing a professional telephone mystery shopping service to take a look at your company.
Telephone mystery shopping offers amazing benefits to the management of companies where a substantial proportion of interactions between employees and customers take place over the phone. This could be in the form of outbound sales team cold calling household numbers, to inbound sales teams taking calls from individuals attempting to finalise a purchase over the phone, or customer service agents tasked with dealing with customer complaints and queries. Understanding your customers is paramount to understanding where your business can improve. It can help you to figure out how best to implement plans, training and processes that will improve interactions with customers, suppliers and within your company itself between different departments. Overall, it can have a massive impact on increasing productivity rates and profits over a long period of time.
The telephone is still an important tool that is used by customers to contact a company. Whether it is to purchase an item, ask a question with a view to ordering an item online, for pick up in store, or to finalise an idea before heading to a physical store to purchase an item, the telephone is an important aspect of any customer-facing business.
The first impression is so important for any company, so it is vital that you understand how your telephone customer service operators are really working on the frontline. In this modern age, a customer or potential customer is likely to make a decision on your company and brand very quickly. If your customer service agents are blunt, rude, do not understand the product and/or services that they are selling, and are unable to resolve a customer issue, the customer is likely to walk away. Not only that, but they are also likely to leave bad reviews on aggregate review sites, as well as a whole host of social media platforms.
Telephone mystery shopping services help you get to the heart of the matter, understanding where and how your customer service agents can improve. This will lead to greater customer retention levels, satisfaction rates, as well as profits in the end.