Mystery Client - mystery shopping - mistery client - mistery shopper

The inspection of call centres require very detailed specifications insofar as the management systems present in hi-tech call centres can “record” the numbers of the incoming calls. For this reason it is vital that our calls be made from different locations and by regular users of the call centre in question.

Thanks to the large number of available mystery clients, we can generate calls using numbers from all over Italy and from abroad, also using numbers commonly agreed upon with our clients in order to monitor our activity. Furthermore, we can make calls in another language to check the personnel’s capacity to handle a non-Italian client.

The inspections are carried out by asking for estimates and other information which is inserted into the system and which can be accessed online. All the calls are made by properly trained personnel with the possibility to simulate purchases and create other profiles.

Versatility control of IVR technology

We can provide a sample of your “users” in order to verify the capability of the IVR technology to provide the required information within the estimated timeframe.

Interactive Voice Response (IVR) is a system capable of providing audio assistance to someone who interacts using the mobile phone’s DTMF keyboard. More precisely, an IVR system can play a variety of pre-recorded messages such as the options of a multiple choice menu, memorize data introduced by keyboard, send faxes and connect to the firm’s database or CTI systems. The most advanced IVR systems allow voice recognition, offering services to a caller by understanding what he/she says.

One of the tasks performed by IVR systems is to take on a large number of calls, making it easier for call centre operators to deal with clients. IVR systems usually provide standard information (i.e. opening hours, costs of services, addresses), but often their technology does not allow the average user to receive the requested information, so the system redirects a large part of its calls to human operators (which are more costly).