Mystery Telephone Surveys Many customers purchase tickets, make reservations, enquiries and complaints by telephone. Are call centre staff creating that all essential good first impression? Are they courteous and knowledgeable about the services that they are providing? Are they making the most of every sales opportunity?
Our team of trained team of telephone surveyors make calls to our clients’ call centres or competitors using scenarios created for the public transport, travel and tourism industries. They collect data in relation to:
• Call Response Time • Opening and Closing of Calls • Listening and Questioning Skills • Call Handling • Compliant & Enquiry Handing
• Service, Product and Information Knowledge • Sales Skills • Marketing Skills • Compliance Messages • Postal Delivery Timescale after Booking
Calls are evaluated against pre-arranged criteria, with a detailed report highlighting strengths and weaknesses in Staff Output and Customer Care Performance and recommendations for training where necessary. All surveys are tailored to the individual clients requirements, can be a one off or series of calls as part of an ongoing program.
Mystery Online Surveys The popularity of searching the internet for travel information, ticket purchase, make reservations and email enquiries is now everyday occurrence, yet many websites are slow and have a poor response reputation.
Our team of home based internet users provide an independent evaluation of our clients’ websites. They collect data in relation to:
• Ease of Use • Navigation and Content • Presentation • Page Download Speed • Online Sales Procedure • Ease of Purchasing • Online & Email Contact Response Time • Compliant & Enquiry Email Response
• Online Ticket Printing • Security • 3rd Party Cookies • Technical Problems • Service Support • Revisiting • Comparison to Competitors’ Websites • Postal Delivery Timescale after Booking
Websites are evaluated against pre-arranged criteria, with a detailed report highlighting strengths/weaknesses and recommending improvements where necessary. All surveys are tailored to the individual clients requirements, can be a one off or series of visits to the clients’ website as part of an ongoing program.
