Mystery shopping and secret audit

Telephone mystery shopping allows you to track the quality of service provided by your employees. Having the results of the study, you can motivate employees to perform better. This will increase the loyalty of your customers and, ultimately, the company's profit.

Telephone secret shopping is an assessment of the work of the customer company’s or competitors’ personnel by communicating over the phone (with a call recording). Used in all markets.

Such an assessment makes it possible to identify cases of non-compliance with service standards or, conversely, to objectively identify the best employees. Often, the bonus portion of employee salaries is tied to the results of a mystery shopper audit.

The number of checks can be anything - from 5 to several thousand. The average project duration is 1 working week.

The cost of conducting a telephone secret shopper consists of the cost of checks (on average 100 USD/check) and the cost of analytics (usually no more than 10% of the cost of data collection)

As a rule, several indicators are assessed, on average from 10 to 30, including:

1. Speed of answering a call (number of beeps);
2. Number of switches within the company (search for a specialist who can answer the question);
3. Form for presenting specialists (Name-Company);
4. Literacy and politeness of managers;
5. Interest, sincerity;
6. Clarifying the contacts of the approaching client and much more.

To compare results and track dynamics, a final score (usually in %) is assigned based on the results of each such check.

The final score is calculated by weighing the scores obtained for each parameter. Weights are assigned by the customer in accordance with their service standards or by BCGroup specialists based on data previously obtained in this or a related market.

Next, standard rating boundaries are applied: with a rating above 80%, the consultation is considered perfectly executed (as a rule, no more than 10-20% of employees do this). A gradation below 80% is also provided (3 groups are distinguished).

All conversations are recorded and the recordings are attached to the report on the results of the project. It is possible to request commercial proposals: tracking the speed of sending the proposal, the set cost, further work with the (secret) client.

• BCGroup's work on telephone mystery shopping is structured as follows:

  1. An NDA (confidentiality agreement) is signed between BCGroup and the company;
  2. A BCGroup specialist specifies the groups of employees to be checked and the list of parameters to be assessed;
  3. The BCGroup specialist agrees with the customer on the weights of the parameters, the final version of the survey methodology, as well as the “legends” of the checks;
  4. The customer provides BCGroup with contacts of employees and their work schedules;
  5. BCGroup specialists collect data within the agreed time frame (usually from 2 days to 1 month depending on work schedules);
  6. Next, the BCGroup employee transfers the collected data array to the customer’s representative in Excel or SPSS format, as well as audio recordings of conversations;
  7. After 3-5 days, a BCGroup employee sends an analytical report to the customer based on the results of the satisfaction assessment (sample reports)