Client: Explore Learning
Sector: Education / Learning Centres
Services Used: Call Mystery Shopping, Performance Monitoring & Reporting
The Challenge
Explore Learning wanted to better understand how consistently their teams were handling incoming calls, a key part of building trust and reassurance with prospective parents and learners.
They needed clear, measurable insight into how quickly and effectively calls were being answered across their centres, in order to improve customer experience and staff performance.
Our Solution
Tern developed a bespoke call mystery shopping programme to evaluate key metrics around phone answering, including responsiveness, tone, and customer care.
Results were tracked monthly and shared via Tern’s reporting dashboard, enabling Explore Learning to identify trends, coach teams and benchmark improvements over time.
Results
Monitoring success rate of call answering saw improvement in number of calls being answered within 3 attempts to 94.03%