Mystery telephone calls, also known as “phone audits,” are calls made by a trained individual to a business posing as a customer in order to evaluate the quality of customer service.

Using our specialist UK-based team we can monitor your conferencing, events and reservations processes through mystery telephone calls.

We carefully create call scenarios to make sure you’re identifying the customers' needs and offering the best products or solutions.

This feedback is incredibly effective to focus and train front-line teams, highlighting any opportunities to increase sales or fill gaps in an employee’s training.

Key reasons for using mystery telephone calls:

  • Evaluating customer service: Mystery telephone calls allow businesses to assess the quality of customer service, including the knowledge, professionalism, and responsiveness of the staff.

  • Identifying training needs: Mystery telephone calls can highlight areas where employees need further training or coaching, allowing the business to improve the customer experience.

  • Measuring compliance: Mystery telephone calls can be used to assess whether employees are following company policies, procedures, and standards for customer service.

  • Improving communication: Mystery telephone calls can provide insights into how employees are communicating with customers, allowing businesses to identify areas for improvement and make changes to the customer experience.

Mystery telephone calls are a valuable tool for your business to evaluate and improve the quality of its customer service, and ensure that you are providing the best possible experience to their customers, and capitalising on every sales opportunity.