Mystery Guest Telephone Audits

At Maxima, we have helped many clients identify shortfalls in their service delivery through mystery shopping and telephone audits.

Listening - Planning - Doing - Reviewing

We provide a bespoke mystery shopping service by phone or in person. All mystery shopping is conducted and reported using agreed standards and criteria. Where such criteria are not already in place, we work with our clients to develop the right benchmarks and systems.

Typically, Maxima would make regular test calls in agreed numbers to your people and record these calls digitally in an email friendly format. These calls are then reviewed by one of our Maxima experts before being emailed to the client, so that they can review and assess the calls themselves. Maxima can also support these calls with coaching notes or comprehensive reports focusing on maximising opportunities with a view to creating an action plan for implementation.

Areas that mystery test calls help to identify and highlight include:

• Customer service provision
• Call handling skills
• Enquiry handling effectiveness
• Enquiry handling skills
• Effectiveness at converting enquiries
• Customer profiling
• Question techniques
• Effectiveness at establishing 'real' client' needs
• Ability to up-sell
• Presenting package, product and price
• Ability to overcome client concerns
• Ability to negotiate effectively
• Effectiveness at closing the call

Mystery test calls are a valuable tool to determine what improvements need to be made, and are a very effective way to assess training needs. Maxima offer our clients a complimentary health-check so that they can stay on top of their call handling standards. We can of course, support the calls with training modules that maximise the effectiveness of your team and develop the strengths of your team.

If you would like to benefit from Maxima's mystery calls or mystery shopping services - why not get in touch. Or to find out more about our 'complimentary health check'  Click here to download a PDF for this programme.