Evaluate the quality of customer services through telephone, e-mail and text chat mystery shops. Mystery shops provide immediate and useful feedback to management and employees. Mystery shops can be used for incentive programs, performance appraisals and to monitor etiquette, efficiency, accuracy and thoroughness. Mystery shops can also be used for training (to encourage the communication skills and critical thinking which lead to increased sales and profitability) and to ensure company policies and practices are being adhered to and effectively communicated.

Understand customers’ expectations and perceptions through telephone and web-based surveys. Customer surveys can be used to increase awareness about the demands and needs of the marketplace, to evaluate the sufficiency of business processes, to identify and improve service weaknesses, to promote customer loyalty, and to increase the return on investment and cost effectiveness of customer service commitments.

Conduct market research for business projects unrelated to customer service or satisfaction. Through telephone and web-based data collection and analysis support, obtain answers to business questions.