Evaluating Customer Service Across All Communication Channels

Using our specialist UK-based team, we monitor how your business handles customer enquiries through telephone calls and email contacts. We also conduct telephone interviews to gather genuine customer feedback, particularly valuable for audiences who prefer personal contact over digital surveys.

Mystery calls and emails reveal how well your team converts enquiries, handles questions, and represents your brand, while telephone interviews capture authentic customer feedback from those who value the personal touch.

Mystery Telephone Calls

Mystery telephone calls (phone audits) involve trained individuals contacting your business as customers to evaluate the quality of customer service, sales effectiveness, and operational compliance.

We carefully create realistic call scenarios to ensure you’re identifying customers’ needs and offering the best products or solutions. Whether testing booking processes, conference enquiries, venue reservations, or general customer support, mystery calls provide detailed insight into your team’s performance.

Comprehensive Call Programme Design

Targeted Calling We can target specific team members to ensure everyone receives mystery calls, providing comprehensive evaluation across your entire team rather than random sampling.

Realistic Scenarios Our scenarios are genuinely authentic, reflecting real customer enquiries your team handles daily. This ensures accurate evaluation of how staff perform in actual situations.

Complete Booking Process If required, we can make actual bookings and monitor the entire customer journey - from initial enquiry through booking confirmation to post-booking follow-up communications. We track whether confirmation details are accurate, how quickly follow-up contact arrives, and if all promised information is delivered.

Call Recording & Transcription We record mystery calls and can provide you with either full audio recordings or detailed transcripts, giving you concrete examples for training purposes. Recordings capture the nuances of tone and communication style that written reports can’t fully convey.

Voice Morphing for Training Using voice morphing technology, we can alter the caller’s voice in recordings, protecting our mystery caller’s identity while providing authentic call audio for training purposes. This means you get real customer interaction recordings with different voices, perfect for training sessions without compromising the mystery caller’s ability to call again.

Why Use Mystery Telephone Calls

Evaluate Customer Service Quality Assess the knowledge, professionalism, and responsiveness of your team. Identify how well staff handle enquiries, overcome objections, and create positive customer experiences.

Identify Training Needs Highlight specific areas where employees need further training or coaching, allowing targeted improvement in customer service delivery. Call recordings provide concrete training examples.

Measure Compliance Verify whether employees are following company policies, procedures, and standards for customer service. Ensure consistent service delivery across your team.

Improve Sales Conversion Identify opportunities to increase bookings, improve sales techniques, or fill gaps in product knowledge. Every enquiry is a sales opportunity - mystery calls reveal if you’re capitalizing on them.

Enhance Communication Gain insights into how employees communicate with customers, identifying areas for improvement and opportunities to refine the customer experience.

Mystery Emails

Do customers contacting your business via email or contact forms get personal, accurate, and timely responses to their queries?

Using our specialist UK-based team, we monitor your email and contact form handling processes to ensure customers are being converted from their online enquiries.

Why Use Mystery Email Audits

Evaluate Written Communication Assess the quality of written customer service, including tone, professionalism, accuracy, and completeness of responses.

Measure Response Times Track how quickly your business responds to customer enquiries. Delayed responses lose sales - mystery emails identify if you’re meeting customer expectations for timely replies.

Improve Conversion Rates Identify whether email responses are actively converting enquiries into bookings, sales, or further engagement, or if opportunities are being missed.

Ensure Consistency Verify that email responses align with your brand voice and company standards, providing consistent customer experience across all communication channels.

Assess Compliance Check whether employees are following company policies, data protection requirements, and service standards in written communications.

Telephone Interviews

Sometimes your customers prefer the personal touch of a phone conversation over an online survey. Our UK-based team conducts telephone interviews to gather genuine customer feedback, particularly effective for audiences who are harder to reach through digital channels.

When Telephone Interviews Work Best

High-Value Purchases For significant purchases like caravans, vehicles, or major services, customers appreciate a personal follow-up call to check their satisfaction and address any concerns.

Trade & Professional Customers Trade customers (builders, plumbers, electricians, etc.) are often less digitally engaged and more responsive to phone contact than email surveys. We conduct numerous telephone interviews for trade suppliers, achieving higher response rates than digital methods.

Personal Touch Required Some customer relationships benefit from the human connection of a phone conversation, demonstrating care and building loyalty through personal attention.

Hard-to-Reach Audiences Telephone interviews achieve better response rates with demographics less likely to complete online surveys, ensuring you capture feedback from your entire customer base.

Our telephone interviewers follow structured question scripts while maintaining a natural, conversational tone. Responses are recorded and analyzed alongside your other customer experience data, providing comprehensive insight across all customer touchpoints.

Avoiding Recognition

The key to effective mystery calling is ensuring staff don’t recognize the call as a test - otherwise you’re not evaluating genuine behavior. We use multiple strategies to maintain authenticity:

Diverse Caller Pool Our UK-based team includes callers with different accents, ages, and communication styles, ensuring variety that keeps staff engaged with genuine customer interactions rather than pattern recognition.

Latest Technology We stay current with voice morphing and call technology, allowing us to vary caller voices and maintain anonymity even in repeated mystery call programmes.

Genuine Scenarios Our call scenarios are so authentic that staff experience them as real customer enquiries. Even if staff suspect it might be a mystery call, their response should still achieve 100% - we’re testing their ability to deliver excellent service every time, not just when they’re certain it’s genuine.

This combination of diverse callers and technology ensures your team remains focused on delivering excellent service rather than trying to identify mystery calls.

Research Quality & Methodology

Realistic Scenarios We develop call and email scripts based on real customer enquiries, ensuring mystery contacts reflect genuine situations your team faces daily.

Detailed Criteria Evaluation criteria are tailored to your business objectives, covering everything from greeting quality to sales technique to compliance requirements.

Comprehensive Reporting Detailed reports document the entire interaction, highlighting strengths, weaknesses, and specific training opportunities. Reports are delivered through your online dashboard alongside your other customer experience data.

How We Work With You

Programme Design - We work with you to develop realistic call and email scenarios that test the aspects of service delivery most important to your business

Criteria Development - Together we establish evaluation criteria covering service quality, sales effectiveness, compliance, and communication standards

Mystery Contacts - Our UK-based team makes calls and sends emails as genuine customers, documenting the entire interaction

Detailed Reporting - Comprehensive reports highlight performance strengths and improvement opportunities with actionable recommendations

Ongoing Monitoring - Regular mystery calls and emails track improvement over time and ensure consistent service standards

Delivering Service Excellence Through Training

Mystery calls and emails aren’t about catching people out - they’re about identifying training opportunities and driving continuous improvement. Call recordings, transcripts, and detailed reports provide concrete examples your team can learn from.

Whether you need to evaluate booking processes, test enquiry handling, monitor email response quality, track post-booking communications, gather customer feedback through telephone interviews, or ensure compliance across channels, our programmes provide the authentic feedback and training materials you need to deliver exceptional customer service and maximize conversion opportunities.

Ready to understand how your team really handles customer enquiries, or to gather feedback from hard-to-reach customers? Contact us to discuss your requirements.