Mystery Calling

Front line customer contact is a great responsibility.
Do your staff really understand the importance of the first 15 seconds of contact with each caller?

Mystery Calling is a service provided by Paramount and utilized by companies to ascertain the satisfaction levels of customers’ with staff at the front-line of their business.

We develops a set of specific questions in conjunction with your management team, allowing us to test the levels of call quality with real life call scenarios. These call scenarios ensure that the areas we test are the key areas of service in your company.

Highly skilled Paramount staff deliver a predefined mystery call sampling plan. By digitally recording the calls we can analyze and provide evidence- based coaching comments, delivering the most precise verification of your specific procedures and training.

We can determine how well your staff provide answers to specific questions, their level of professional skills and helpfulness and their use of the customers name. How well do they handle a marketing query?

Would you like to know how long a customer or prospect has to wait before the phone is picked up? How are telephone requests and complaints captured, processed and analyzed? How effective are your cross-selling and closing techniques?

At Paramount we can rate the level of service as perceived by your customer- you decide how you want to improve it. We can simply provide some upselling techniques or work with you to develop a program which will significantly increase your sales.

The benefits of Mystery Calling

• Enhanced customer service
• Performance increases
• Critical assessment targeted at specific areas for improvement
• Improved overall customer experience

We can customize our Calling and Shopping service to target specific issues or needs that your business may be facing. Our Mystery experience service is 100% private and confidential. We do not disclose any information with a third party.