A mystery call is a call made to a call centre or a telephone reception desk.
The purpose of mystery calls is to measure the quality of the telephone reception (waiting time, welcoming,…), the quality of the processing of the request (listening, questioning, commercial sense) and the quality of the conversation closure. It is an excellent tool to measure the quality of the telephone customer support services of your company.
Mystery calls are carried out based on a scenario established in collaboration with TLS, adapted to your company's activity: request for information, complaint, follow-up, etc.
The analysis of the results of these mystery calls will allow you to know your assets and identify your potential for improvement.