Do your customers get a good service on the phone?
Mystery calling is a method for evaluating the level of customer service in your call center or shop. An anonymous mystery caller from IQS calls your call center/shop and acts completely as an ordinary customer. On the basis of the phone call, our mystery caller fills in a questionnaire in which your customer service is evaluated.

You decide if our mystery caller should focus on the general service, the behaviour and product knowledge of your employees, the selection of products, or something completely different.

Boost your performance...
Mystery calling is an effective way of testing your employees’ ability to give a good service, e.g. product knowledge, efficiency, ability to create additional sale, and ask relevant questions. This knowledge is very valuable in connection with the planning of future employee courses among other things.

It can be very profitable to use mystery calling as a follow-up on mystery shopping and/or a customer analysis. This enables us to focus on and go into further detail with one or more problems identified in these quality analyses. Mystery calling can also take place concurrently with mystery shopping.

At IQS, we experience that our customers’ employees react positively to our evaluations. We encourage our customers to inform their employees and any employee organization involved that mystery calling takes place, and what the purpose of the evaluation is. Your employees will feel more secure when the concept is demystified.

Mystery calling procedure
All material used in connection with our mystery calling evaluations is treated confidentially. A typical mystery calling procedure involves the following steps:

:: The questionnaire is worked out in cooperation with the customer on the basis of the areas that the customer wishes to focus on.
:: The phone calls are made from the premises of IQS, and they are carried out on computers using CATI (Computer Assisted Telephone Interviewing). This system ensures rapid reporting as well as a minimum of incorrect registrations.
:: The collected data is processed. IQS analyses and treats the material, taking the specific needs and wishes of the customer into account.
:: IQS reports back to the customer and presents the finished report. The results of previous mystery calling evaluations are included in the report, enabling every single unit to evaluate its development over a certain period of time.