Listen Well

Customer Reality Check as an alternative for Mystery Calls

Abstract

Mystery Calls are often regarded as the “one best way” to check the service level provided by telephone hotlines. A problem with Mystery Calls is that they often lack authenticity because the situation is too standardized. As most Call Center record their incoming calls, we can use these recordings for an alternative approach we call Customer Reality Check. This hybrid solution between Customer Satisfaction and Mystery Research allows to analyse in full detail how the call center agents perform in interaction with real customers.