Mystery Calling is the method for measuring service quality in customer contact via telephone.

A trained mystery caller articulates concerns on the phone with a customer service employee and evaluates the reaction of the employee.

The scope of aspects to be examined in a mystery call is similar to that of a mystery visit: whether customer reference, product presentation or sales competence, there is potential for improvement to be uncovered in all these areas.

This is why we train our mystery callers just as thoroughly as our mystery shoppers, so that meaningful results are not the exception, but the norm.