Mystery services - Ghost calling
Ghost calling is used to check your service over the phone and your staff’s behaviour while talking to customers. For this purpose, especially trained test callers call you anonymously and without prior notice. During the conversation, we pay attention to how often one is reconnected, if the staff member is friendly, if he expresses himself clearly and if he responds to individual needs.
Thanks to ghost calling, different measures to improve the staff’s behaviour on the phone can be developed and implemented. Thus telephone costs and time can be saved and the efficiency and customer orientation can be increased.
We chose ghost callers who fit into your target group, we define specific guidelines and we analyse the conversations. Considering your objectives, we work out practical recommendations for actions to resolve the identified problems. You can rely on our competent and motivated team when it comes to implementing the proposed measures.