Know What Happens When Customers Call
First impressions matter, and often, they start with a phone call. Our call centre mystery shopping programmes help you understand how your teams handle real enquiries, from tone and compliance to resolution and brand alignment.
Whether you operate a single team or a national contact centre, we help you measure quality, consistency and customer impact, one call at a time.
Why Call Centre Mystery Shopping?
📞 Assess call handling quality – Tone, empathy, resolution and clarity
✅ Check compliance – Are staff following scripts, legal disclosures or onboarding flows?
🎯 Benchmark teams – Compare performance across locations or time periods
📢 Listen for training cues – Identify service gaps and coaching opportunities
We provide real evidence, not assumptions, to help you improve frontline interactions and protect your brand reputation.
What We Assess
Every call scenario is designed to reflect your real customer experience. We typically assess:
- Greeting and tone of voice
- Product knowledge and accuracy
- Problem resolution and next steps
- Brand alignment and messaging
- Script adherence and compliance
- Empathy and soft skills
We can also test specific journeys (e.g. complaints, cancellations, bookings) to give you focused insight where it counts.
How It Works
📄 Scenario Design – Created around real-world customer journeys
🧑💼 Trained Callers – Mystery shoppers briefed to match customer profiles
🗣 Recorded Calls – With secure playback and timestamped notes
📊 Scoring and Summary Reports – Delivered via your online dashboard
🔒 Data-Safe & Compliant – All activity managed within legal and ethical standards
You’ll receive recordings, breakdowns and a clear scoring framework, so you can identify what’s working, and where to improve.