Telephone Mystery Shopping Services
What are customers saying and what do they think of our services?
….. How are we communicating with our customers?
Just some of the questions senior management think of regularly in both the private and public sectors. If the person answering the phone is friendly, professional, knowledgeable and welcoming, the potential customer is more likely to purchase and be satisfied customer. According to the American Banker’s Association, a U.S. bank’s average cost of acquiring a new customer is $3,500. While acquisition costs vary widely among organizations, it is vital to the sales and growth of a company to be aware of the impact the person answering the phone has on their business as a potential customer’s first impression which often begins on the telephone. Therefore, it is important to know how the calls are being handled, and to train the staff to treat each customer calling their business as if they were standing in front of them
Utilizing sophisticated contact center technology and quantitative on-line measurement tools, Talk2Rep can independently audit, monitor, and even score call center representatives, branch locations and retail stores. Talk2Rep mystery shopping programs are designed to be customized to each individual client's need. Our surveys are designed to provide you the data and analytics needed to support further training and internal supportive tools.
Data can be captured in a variety of file formats and customized so our client can analyze the information and identify trends readily.
designed to provide objective, impartial observations to measure the quality of service provided by your Representatives. Our research services include, mystery calling and remote monitoring, competition shopping and analysis, individualized coaching and customer satisfaction surveys.
*The Mystery Shop Program consists of calls placed into the inbound telephone number(s) at your call center. At Random Communications' associates pose as actual customers, placing orders or calling with pre-determined questions, problems or complaints.
*The Remote Monitoring Program is set us to access logged calls or listen to taped calls in order to evaluate the quality of service. Depending upon your system, remote access of live calls is also available.
*The Competitive Analysis Program is an objective way to measure and compare your company's strengths and weaknesses with your competition's. After identifying your principal competition, we define common elements of quality service and a program is set up to evaluate you and your competition on a regular basis.
*The Customer Satisfaction Survey Program is designed to provide you with a means of measuring the level of customer satisfaction with y our products and services. Your customer's are contacted directly and asked a series of questions in order to evaluate their level of satisfaction with your company.
*The Coaching Program consists of twenty to thirty minute individual coaching sessions conducted over the telephone. Focus is on the individual representative's strengths and weaknesses and each session is tailored specifically for the individual representative.
The results of each call are recorded on an assessment form, which evaluates each aspect of the call and reports on technical information regarding the call. Along with the individual assessments for each call, a series of management reports are included for each reporting period. These reports analyze in detail and in summary form, the quality of service and knowledge of company policies and procedures. Reporting material can be dispatched on a daily, weekly or monthly basis.
All aspects of these programs, including the assessment forms, call scenarios and reporting materials are designed in consultation with you in order to reflect your particular technical and business requirements.
Telephone based shopper evaluations.
HISPANIC-
call centers support professional Spanish telemarketing and bi-lingual services. We help you support and penetrate the Hispanic market. Today, the hispanic population is estimated at over 40 million people and is the fastest growing demographic in the United States. If you haven’t yet considered creating a focused marketing effort or uniquely providing customer service options to this group of customers, they may be turning to your competitors. Talk2Rep call centers specialize in Spanish telemarketing and Hispanic customer services offering bilingual English-Spanish or Spanish-only telephone representation. If customer acquisition, retention and growth is important to you, now is the time to penetrate and serve the Hispanic market with high quality, professional bilingual representation
About The U.S. Hispanic Market
The U.S. Hispanic population is growing by leaps and bounds. Is your company in step and addressing the needs of this growing marketplace?
· Market data indicates the Hispanic ethnic group in the United States currently represents nearly $700 billion of buying power per year
· Hispanic buying power is and is projected to reach $1 trillion by the year 2010
· 60% percent of U.S. Latinos say they best comprehend and respond to native Spanish-speaking representatives
· 54% percent of U.S. Latinos say they are loyal to marketers who support Hispanic communities
Recordings reports every action taken by the representative that can be customized to meet the needs of your project. All call activity metrics can be captured as well as other marketing or demographic information. Our data collection can be outputted and stored in multiple formats and databases including, Excel, Access, .txt , SPSS, SAS, ACT, Goldmine, and SQL. and can be exported in any format you desire. Inbound Services reports includes # of calls. average wait time, average speed of answer, service level % and more.
Outbound telemarketing reporting includes, dials, contacts, sales orders, sales conversions % and much more.
Full transaction reporting data for email, chat, voice broadcasting and IVR automated solutions.
Contact us today at
l customer interaction reporting.
Reporting Key Features
· Detailed Customized Reporting by Talk2Rep, right at your fingertips
· Automated reporting ensuring timely delivery
· Full transactional reporting with file fulfillment in any format (Crystal, Excel, HTML, Access etc.)
· Report design customization with measurement categories and fields determined by your requirements
· Our Account Management Team assists and pro-actively analyzes daily results and managing trends with daily program "pulse checks".
