Telephone Mystery Shopping

Telephone Mystery Shopping from Market Force allows you to gain invaluable insights into your person-to-person or automated call performance, identifying strengths and uncovering opportunities for improvement. With our proven methodologies, expert team, and our wealth of experience as a top mystery shopping provider, we help you ensure every interaction upholds your brand standards and leaves customers satisfied.

Our trained mystery shoppers place calls as typical customers, assessing everything from initial greetings to problem resolution and customer handling skills. We analyze their assessments of these interactions to provide actionable feedback, so your teams can deliver consistent, high-quality service every time.

Market Force has over two decades of experience in delivering best-in-class mystery shopping services. We understand that phone-based interactions play a crucial role in the customer journey, and our insights help you excel.

It's your call!

1. Speed to Answer: Evaluate how quickly you answer customer calls, or how quickly your team responds to inbound inquiries.
   
2. Quality Assurance: Evaluate your team's performance on calls and ensure alignment with your brand values and standards.
3. Customer-Centric Improvements: Identify areas for improvement that lead to increased customer satisfaction.
4. Compliance Tracking: Confirm that team members follow policies and scripts, ensuring consistency and adherence to brand standards.
5. Real-Time Insights: Access timely telephone mystery shopping reports and insights to address service gaps immediately.