Service Excellence: Systematically conducted mystery calls & mystery emails
Nowadays, simply offering a product is no longer enough to retain your customers in the long term. Similar products and competitive prices are also offered by your competitors. With high service quality, you can stand out from the competition and provide real added value.
With our systematically conducted mystery calls and mystery emails, we provide you with objective and professionally collected insights into the actual behavior of your employees. Identify potential for improvement and take your company’s customer experience to the next level.
Your Benefits
- Benchmarks: Compare your performance with competitors
- Highly cost-effective thanks to standardization
- Fact-based foundation for improvements
- Comprehensive reporting
- Many years of experience
Service Excellence 2.0: Holistic measurement of your calls
Test calls/emails are recorded and evaluated by our team of experts using a standardized assessment framework. Among others, the following criteria are assessed:
Mystery Calls
- Waiting time
- Greeting
- Expertise
- Solution orientation
- Farewell
Mystery Emails
- Response time
- Spelling & grammar
- Expression
- Solution orientation
- Personalization
In addition to classic mystery calls and emails, we offer our proven and long-established Service Excellence 2.0 evaluation system.
Instead of test calls, we evaluate your real customer interactions. Each month, we assess real customer calls based on recorded audio files. Using a fixed, individually defined criteria framework, you receive fact-based metrics. This allows you to benefit from a holistic measurement and systematic evaluation of your service quality.
A dashboard enables you to compare your key metrics over time and across different teams. Data and charts can be exported in Excel format.
Your Benefits
- Holistic evaluation
- Proven evaluation system with many years of experience
- Longitudinal and cross-organizational comparisons
- Evaluation of real customer interactions
- Comprehensive reporting
Do you have a question?
We would be happy to explain the process to you and answer your questions personally.
Get in touch →