Mystery Shopping
Mystery Shopping is method of research to identify what you or your competitors are really offering in terms of service or products. Researchers usually pose as customers to experience what it is like to be a customer of your organisation. Can you get through straight through the right person and are they knowledgeable and helpful in dealing with your enquiry?
It is relatively easy to set up some research yourself, but it does take a while to build up some experience and to be able to apply this technique effectively to your own company. However we have found that if you have done your own research in-house then you are more likely to act on the findings!
We believe that good operational management within a centre should include regular mystery shopping exercise on both of your competitors and your own centre.
Commissioning a Mystery Shopping exercise
RXP can then help you to undertake a Customer Experience Review - which looks at all the routes into your organisation - not just the call centre but also the switchboard, any regional offices and your website contact methods including emails. We develop scenarios that are the typical of the enquiries from your prospects and customers. We then 'shop' both your organisation and your direct competitors so that you have a benchmark comparison. This activity is designed to answer two key questions:
- How well do you support your customers?
- What is the impact on your brand?
RXP work jointly with ComXo to provide a unique range of contact centre services that create exceptional calls. The ComXo B2B services include a combination of call handling and overflow services together with voice and data conferencing services. Together our blend of consultancy, call handling services and technology allows us to provide a wide range of solutions. This starts with a Mystery Shopping review of Customer Experience.
When we undertake the calls we record a sample of the telephone calls that we make. This is very powerful when it comes to analysing the results and sharing them with you. As a result of this approach, in every Mystery Shopping project that we have undertaken we have always found Quick Win opportunities that your team can implement now. Little things that matter to callers that will improve the consistency of the Customer Experience.
