Mystery Call

Improve the operator's quality of service by being in the customer’s shoes.

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

Identify quality problems and their causes, and use them to determine the possible solutions

Understand the strengths and weaknesses of your company compared to competitors, and reflect them in training to establish improvement

Evaluation of customer service quality from a customer’s perspective.
Operator knowledge level
- Empathy and attitude towards customers
- Handling complaints
Cross-site comparison with competitors
- Comparison of response quality between multiple sites and departments in your company
- Competitive quality comparison with competitors

Interview

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)