Getting a clear picture of your customer’s journey is possible.
It’s every enterprise’s dream to be inside the head of its customers. A strategic, intentional telephone mystery shopping program can yield invaluable data about how your customers view the quality of your contact center services and interactions. Our Telephone Mystery Shopping program is built to get you as close to that as possible. Your contact center is the front-line of your business. Set your company apart with your customer service interactions.
Our mystery shoppers pose as actual customers, calling or emailing to place orders or ask specific questions of your agents, allowing you to hone in on your quality improvement needs. ARC’s professional Telephone Mystery Shoppers are trained, experienced, and committed to gathering the most information possible. We’ll work with you to include all the variables unique to your industry. We can adjust the program to concentrate on identified problem areas or specific training issues that you need to be targeted. ARC will identify any number of key customer service areas, including call etiquette, problem-solving, and listening skills. For emails, text, and live chats, we’ll evaluate response times, grammar, punctuation, accuracy, and thoroughness to ensure your customers are treated the way you’d want them to be.
With a mystery shopping program, we will establish an actual live account to track a complete order transaction through every stage of the process. This allows you and your management team a look at the entire customer service experience, demonstrating not only how individual representatives are functioning, but how your business systems and training programs are working globally to accomplish your company goals.
Improve your customer experience with Telephone Mystery Shopping
ARC can pinpoint areas where processes may not be meshing to their best potential or where more intensive training in certain key areas may be needed. You may also request that calls be digitally recorded for later review, accompanied by full transcripts for a very reasonable charge.
Gather customer insights into the service you provide.
Track a complete order transaction through every stage of the process.
Identify opportunities to improve customer service quality.
eBook: 4 Ways to Transform & Optimize Your Contact Center
Here’s what you’ll learn:
How Speech Analytics are changing CX
How to gain valuable insights that put you years ahead of your competitors
The keys to creating a thriving culture
ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.
Sheena M Ammen Binder Director, Client Access - AllHealth Network
I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around.
Ted Ekkars Polaris
I feel better now that I know the coach and know all the preparation they put into understanding our company. I feel like they are part of the team now. I was impressed with the fact that they have already profiled our coordinators and understand the best tactics to train them with.
Tom Southerland Neff Rental
ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help.
Jeff Wu Houston Methodist Hospital
Book an appointment with us to discuss your goals and needs.