What is mystery calling?

We call this a ‘tele business card’. A customer’s first contact with your organisation may be made through a telephone call. The way in which a potential customer is being addressed may determine his or her final view on your organisation.

 

Why use mystery calling?

 

By using ‘pseudo callers’ or mystery callers, we will be able to find out how your staff deals with this ‘business card’. However, not only verbal communication will be observed. We believe that even during a telephone call, non-verbal communication may affect the overall perception of quality, e.g. awkward moments of silence during a conversation over the phone.