Mystery calling

Data Collect » Products and Services » Telephone interviewing (CATI) » Mystery calling

With the mystery calls we can test the quality of customer service. For example, we may monitor the skills of operators, waiting time, effective communication with customers etc.

Mystery calling is a tool to map levels of communication and customer care.

FIndings:

  • waiting time for connection with the operator
  • experience, willingness and helpfulness
  • recorded overall length and efficiency of call