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IMPRESS to Success
Mystery Calls are staged customer calls to your customer service representatives with scenarios customized by you.
This will help you accurately evaluate their product and service knowledge, their professionalism, their customer service skills, their application of procedures, and any other criteria identified by you.
Here are some advantages :
- Achieve 100% evaluation equality; eliminate misdiagnosed calls.
- Know if your agents are giving consistent, impressive Customer Service.
- Identify Customer Service issues before they reach your customers.
- Identify and prioritize training focuses.
- Post training evaluation to identify training effectiveness and assimilation of new information.
- Elimination of random call monitoring by management.
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