How can telephone mystery shopping benefit us if we are not an inbound or outbound call center?
Studies show that almost half of all consumers will place an inbound call to an establishment prior to making their initial visit. Whether they need to verify directions, store hours, coupon policy, check product availability, confirm advertised prices or general product/service information. A telephone mystery shopping campaign can help identify profit gaps that go far beyond how polite and pleasant the employee was. A recorded telephone mystery call can help you identify the accuracy of the information being offered. It can also identify if your employees are optimizing the opportunity to cross/up-sell. Are Yellow page advertising, direct mail marketing, radio, television and other media designed to make the phone ring? Or do you invest in them to increase revenues? Telephone mystery shopping calls help convert rings to revenues.
