Our Telephone Mystery Shopping Rings True!
Our professional mystery shoppers will dial your call center or locations and will interact with your staff as a regular customer, capturing this all on audio files, being able to hear the conversations so we can score them consistently & correctly EVERY TIME!
Your phone-based customer interactions, whether they be informational, transactional, or customer service-oriented, are one of the most important customer touch-points for your company. These live interactions give your brand a voice and provide a significant opportunity for you to establish a connection and develop trust with your customers.
Elite CXS’s Telephone-Based Mystery Shopping will allow you to continuously and accurately understand the customer call experience: wait times, hold times, representative friendliness, professionalism and knowledge, as well as call resolution and offline follow-up across your phone-based touchpoints, including omni-channel initiatives.
The calls can also be fully recorded and attached to your written reports.
We had used multiple Mystery Shopping companies before, the difference with Elite CXS is AMAZING! we get a real report, detailed with solutions we can actually educate with! Thank you!
We were stuck with customer complaints that our sales team were not adhering to company processes. Elite CXS’s team were so pleasant to deal with & were prompt in delivery and fairly priced. The product supplied, allowed me to fix the problems in my dealerships.
Why use mystery shopping services?
Mystery shopping has a direct impact on your overall profitability and ROI through:
Managing process changes and the ROI generated from it effectively by deploying mystery shopping before and after the change implementation.
Supporting your efforts to increase market share by identifying your strengths and weaknesses in order to effectively increase market reach, volumes, and overall revenue/profitability.
Retaining your existing customers and attracting new by measuring the customer experience level and consistency offered across locations. The quality of the customer experience delivered determines the price you can charge.
Improving profitability by delivering a better customer experience than your competitors, strengthening your brand loyalty, and increasing customer retention. Higher customer loyalty leads to increased profitability and allows for a stronger pricing model.
Clients We Are Proud To Have Worked With
Elite CXS are honored to have partnered out nationwide, veteran-owned business with some of the world’s largest brands!