Telephone Shops – A potential customer’s first contact is often by telephone. Ensuring the quality of interaction in this initial encounter is very important. Frontline employees should be empathetic, listen, ask critical questions and place themselves in the shoes of the customer. A telephone mystery shop program can be used to ensure this is occurring. We record and post telephone mystery shops on our www.xzamcorpresults.com site along with detailed shop reports and periodic summary reviews.
Cyber Shops - A modern sales force no longer interacts with customers merely in-person or by telephone. A growing percentage of customers now solicit businesses on-line. Quick response time and accuracy and completeness in responding to on-line inquiries are critical to realize increased sales via the internet. E-mail and text chat cyber shops can be used to assess these factors, gauge contact center agent competency and determine the sufficiency of on-line customer service processes. Electronic communications are timed, transcribed, evaluated and reported in the manner(s) best suiting our clients’ needs.
Surveys
Telephone Surveys - We utilize an advanced CATI system to put you in touch with your customers. Surveys are conducted in a professional, friendly manner to insure good response rates and encourage detailed feedback on open-ended and verbatim questions. All interviewers are trained, work in one location, and survey results are audited for inaccuracy and bias.
Web-based Surveys - Survey respondents participate after receiving an e-mail invitation containing a link and password to a secure website. Results can be accumulated quickly and reported by the method(s) desired. Web-based surveys can be economically programmed with multimedia (video and audio) files.
Reporting
The information we gather should meet your specifications, be presented in a logical fashion, and be easily and readily accessible. Choose reports which will allow you to identify trends and monitor progress - mean, median, standard deviation, chi-square, standard error, T-test, ANOVA, multiple regressions, correlation and more. Get results by the method most likely to be reviewed – on CD, through MP3 or other postings on our results website, by e-mail attachment or in written summary reports – at a frequency of your choosing.
Management Alert Service
When mystery shopping, if we encounter a problem of significance, such as an inability to connect to a representative or improper telephone conduct, we have an alert service to contact you immediately. When surveying, we track and promptly report back to our clients all do-not-contact requests.
