Telephone

Called your business lately? How was your call handled? Your phone is often the first impression people get of your company. It’s tremendously important these days to make a great first impression; customers’ attention spans are short and you won’t get a chance for a “do-over”. We can help you identify whether a customer’s telephone experience will encourage them to call you again, or whether they’ll hang up and never return.

IntelliShop was the first company in our industry to digitally record phone calls, and we are still the recognized industry leader in phone-based mystery shopping programs. We work with clients in more than 25 industries to evaluate their telephone customer service, sales skills, problem resolution, and their competition.

Call evaluations can be digitally recorded, uploaded into a scored report, and emailed to you within just 24-72 hours of the call. We can use either locally-based mystery shoppers, or our team of in-house callers, or both, depending on what is most appropriate for your program.

Examples of what can be measured via telephone evaluations include:

• Number of rings before answer
• Friendliness and focus on the caller
• Background noise/distractions
• Customer service
• Problem resolution skills
• Sales skills
• Product knowledge
• If call transferred, was it done quickly, correctly
• Closing, thank-you, invitation to call again
• Competitors