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Arrow Down Image Pointing Down To Main ContentMYSTERY CALLING

Quality Call Services Company offering services in call monitoring, call center & employee contracting services

Your Premier Mystery Calling Program

Do You Really Know?

• How long a prospect or customer has to wait before the phone is picked up?
• What customers experience in their telephone contact with your company?
• How often a customer is put on hold until he or she can speak with the correct person?
• How requests and complaints by telephone are captured, processed and analyzed?
• How effective your cross selling and closing techniques are?

J.Lodge Mystery Calling Can Help

J. Lodge mystery calling (aka mystery shopping) programs allow precise measurement of specific core competencies. Mystery calls can be placed to an inbound call center within a concentrated time frame providing vital intelligence quickly and accurately.

As with all J. Lodge programs, each call can be digitally recorded and provided along with the call scorecard through MyQuality for your immediate access. Coaching comments by your J. Lodge Analysts are included with each scorecard utilizing time markers to allow for the most efficient use of information right to the agent level. Management reports are also provided along with a predefined schedule of management meetings with the J. Lodge Client Strategies staff.

Our Mystery Calling programs will deliver the most precise verification of your specific procedures and training.

FEATURES

• Dedicated Highly Trained Analyst Team
• Predefined Mystery Call Sampling Plan
• Digitally Recorded Calls Available
• Web Accessible Scores
• Data Reports with Drill Down
• Monthly Calibration Meetings
• Instant Notifications

Why Mystery Calling?

Mystery calling is the industry practice that serves as a verification of set company policy and procedures along with evaluating the customer service experience conducted over the phone by a 3rd party with a company representative. Our Mystery Calling program is able to test for you, how your personnel handles this great responsibility. We can carry out a full remote evaluation of your telephone quality service levels using our trained team of expert mystery callers. We will contact your call center and test your levels of call quality using real life call scenarios. We will partner with you in developing call scenarios to ensure that the areas we test are the key areas of service in your company.