Mystery Call
TMJ's Mystery Call Survey lets one impersonate as a customer who will contact customer support and evaluate the quality of their service in terms of communication skills, meeting the caller’s needs, etc.
Features of Mystery Call
- Set up and investigate call scenarios according to your purpose
- Consistent support from survey design to execution; can provide analysis, reporting and improvement suggestions
- Providing outputs that can be used to solve issues and immediately improve quality
Benefits of Mystery Call
Utilization Scene of Mystery Call
- Evaluation of customer service quality from a customer’s perspective.
- Operator knowledge level
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- Empathy and attitude towards customers
- Handling complaints
- Cross-site comparison with competitors
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- Comparison of response quality between multiple sites and departments in your company
- Competitive quality comparison with competitors
Flow of Mystery Call
Interview
- Interview with your quality control department
- Confirmation of missions and goals in the surveyed departments
- Survey scenario development, schedule confirmation
(About 2 hours)
Creating Manuals
- Creating survey scenarios and script (approximately 2 weeks)
(Deliverables: Scenario Script)
Mystery Call Implementation
- TMJ Mystery Call executor makes a phone call disguised as a customer and begins investigations in accordance with the talk script (about 2 weeks) (Deliverables: Mystery Call audio)
Calibration
- The person-in-charge of the TMJ evaluation performs calibration (ear-to-ear) using a voice sample (about 1 week)
Evaluation Conducted
- Based on the Response Quality Evaluation Standard (TMJ standard), TMJ monitoring personnel will begin evaluations (approximately 2 weeks)
Create Results Report
- Summary of Response Quality Evaluation sheet and preparation for analysis report (about 2 weeks)
Results Report
- Report the implementation results (about 2 hours) (deliverables: results report, individual evaluation results, other data)