Mystery callers and how they can help your business
The ‘mystery caller’ concept — adapted from the ‘mystery shopper’ — is an effective, but relatively unheralded technique in agent training. With monitors posing as ‘customers’ unbeknownst to staff, a firm can assess levels of service whilst pinpointing any issues within the customer experience with calls as they would be taken, not in the ‘falsity’ […]
Contact centres one of the UK’s ‘biggest bugbears’
Call centres are the nation’s biggest bugbear – especially those based outside the UK – according to new research carried out by Which? consumer group released last week. Having surveyed 100 major UK brands and more than 3,500 consumers, the results found that 46 per cent of people said they were irritated by call centres […]
