Mystery Shopper Evaluations

TCFCR’s Mystery Shopper Evaluations add dimension and value to the customer satisfaction measurement process by garnering objective input from TCFCR’s own associates regarding both your call center’s performance and the service delivered by your competition.

When a consumer reports on a company’s level of customer care service, their feedback is defined by their unique perception of service delivery and may be colored by their feelings toward the product, their rapport (or lack thereof) with the customer service representative, fulfillment issues and the specific circumstances which influenced them to contact the company. Direct customer feedback is invaluable; however, the emotional dynamics which inevitably influence such feedback also make it highly subjective.

To balance this subjectivity, Mystery Shopper assessments are conducted by our interviewers, who contact the call center posing as a consumer with a question concerning a product or policy. Our associates are trained to recall details and to evaluate specific areas of service delivery, and so, unlike the consumer, they report on performance in a format which takes important customer service criteria into account. In addition to monitoring the collection of demographic information, Mystery Shopper Evaluations assess the representative’s soft skills and gauge their ability to effectively convey accurate information and improve the customer experience by building rapport. Calls placed into your own department will supplement your internal monitoring, and contacts into your competition will yield vital competitive intelligence.