"We have found the Genesis Telephone Assessment service an invaluable recruitment tool which has enabled us to make better informed decisions. This has resulted in excellent customer service levels for our clients, lower staff turnover and ultimately cost savings."
Telephone Mystery Shopping Telephone Mystery Shopping

Telephone Mystery Shopping

The telephone remains a key gateway into any organisation. Yet when we speak to many people about their experiences about contacting organisations, the responses are often annoyingly similar: ‘kept waiting too long’, ‘rushed and unconcerned manner’, rude and abrupt tone’ … the list could go on.

Creating the right first impression is key to providing good customer service.

Within seconds a caller forms an impression. Often it is the hidden message that is key – tone, manner, empathy in an adviser’s voice, for example.

The Genesis Telephone Mystery Shopping service gives you a uniquely ‘customer focused’ view of your service.

Key benefits of the Telephone Mystery Shopping service include:

  • Impartial external analysis with a single point of contact for any enquiries
  • Online storage of calls and data for 24/7 access
  • Integrated consultancy support module for staff skills development
  • Comparison with other organisations
  • Monthly management support built in
  • Certification

Benchmarking Survey

Contact us now to find out how our specialist telephone mystery shopping team can provide you with expert and essential advice. You can try our mystery shopping services in a benchmarking survey, which will be custom made to your requirements.

Contact us now on 01525 851171 or email us on: mail@genesiscommunications.co.uk