The Phone Is More Important Than Ever
In today's omnichannel world of customer experiences, every touchpoint is important and directly impacts their overall feeling about your brand. Phone calls are increasingly important for engaging new and existing customers, as they are now often a customer’s first experience with your brand. IntelliShop helps ensure your contact centers, physical locations, and automated phone services are working well, making a great first impression, and moving customers through your sales and service processes.
The moment that phone is answered, the customer on the other end is deciding if they want to choose you or your competition. Make sure their experience on the line makes them love you.
What to Expect from Telephone Mystery Shopping
Understanding how to effectively do telephone mystery shopping starts with understanding what it is you’re looking to find. We work to find tangible behaviors that will make your brand excel and then test them and measure them until we can tell you what’s going on.
But only gathering data is hardly valuable. You get enough reports. What you need is action. We’ll deliver to you a plan of attack for you to take to improve you brand’s phone persona. This plan will be based around your brand, your brand’s goals, and your customers’ needs. It’s fully personal and entirely yours.
When the Phone is Answered, the Customer is Thinking
How important is a telephone interaction? Great phone service can go unnoticed but bad service...bad service can bring your brand down. One bad interaction can take a warm lead to a dead end.
Make sure whoever answers your phone knows what to do and knows what's expected. Our evaluators will measure, track, and review your current processes. Let's make sure they work well.Let's Get Started
Benefits of Telephone Mystery Shopping
SWOT Your Phone Process
Knowing your strengths and weaknesses can mean the difference between success and failure. More importantly, knowing how to correct the weaknesses and support the strengths means you get the best use of your capital. But to grow, you need to need to know the opportunities before you, or what you’re NOT doing that could do more for you. We’ll deliver it all to you and make sure you know how to move forward.
Get Consistency Across Call Centers
Consistency is the key to success. If one group can’t keep up or stands as an outlier, then you’ll always be limited by what they can’t do. Make sure everyone is meeting goals and all call centers are sending the same message. When call centers are part of your business, you need to make sure each one operates at the same level.
Learn How Physical Locations React to Phone Calls
Not everyone is a “phone person.” Some people “um,” and “uh,” their way through a conversation while others simply just don’t know what the user wants. Sometimes it’s not even the person, it’s the environment. It’s too loud, it’s too distracting, the connection is awful. There are myriad ways a simple phone call from a customer can go awry. But you don’t have to hope everything works out. You get data that shows you exactly what need to happen to make it right.
Test the REAL Effectiveness of Your Automated Phone Service
When you’re in the driver’s seat, things always make sense. You know how you built the menus, you know where to go, you know what to ask for. But what about your users who are coming in blind? How will they use the system? Learn the automated phone system in a new way, the customers’ way. Find the vagaries, and potentially confusing menu options. Then get a plan to fix them based on data.
What Makes IntelliShop the Best
Certified Team of In-House Experts
All of our programs are completed by our in-house team. We do not utilize any third party or outsourced providers to handle any aspects of evaluator recruiting, scheduling, certification, or contact. This means we maintain a tight control of what we provide for you.
We Work to Grow Your ROI at Every Step
We’ve seen a lot and we’ve done a lot. Because of this we’re uniquely able to take your data and see the path to success. If we see a way you can minimize cost or improve sales, we will let you know. You’ll get a plan for every step.
Unparalleled Industry Experience
We conduct more than 200,000 sales, service, phone, internet and audit evaluations annually. This provides a deep understanding of what is required of evaluators to conduct these programs and how to coach them on your specific requirements.
Analytics are Only Good if You Know How to Use Them
You have your unique KPIs to hit for every function in your business. But your data is meaningless without direction. We use our experience to show you the path to success by working with you collaboratively to make a measurable positive impact to your KPIs.
"Hello" is Just the Start
Maintain consistency and focus no matter who answers the phone for your brand. Fill out the form below and lets see how we can work together to create a uniform and on brand experience for your customers when they call in.
Get informative and actionable reports that clearly lay out what you can do to improve. For many customers, the phone is the first impression they have of your business. Make sure that first impression is a good one.Let's Get Started
Accurate, Immediate, and Relevant
Our mystery shop program has been that change agent for us. This program has helped instill great confidence in the accuracy, immediacy and relevance of the data – which has driven operational improvements, a better guest experience and positive business results.