Contact Center Mystery Shopping &

 

Customer Satisfaction Research

 

Kinēsis’ suite of mystery shopping and customer satisfaction research programs is designed to help contact centers understand and take advantage of customer loyalty and satisfaction.

The performance of the agent weighs heavily on customer loyalty. In a recent study performed by Kinesis, we have found that the Net Promoter score is strongly related to satisfaction with the representative who handled the call.

Net Promoter by Satisfaction with Contact Center Agent.

In calls where the satisfaction rating of the representative was under 4 (on a 5-point scale) the Net Promoter Scare was negative 100%, compared to positive 89% for calls where the agent satisfaction rating was “5”.

Contact center mystery shopping provides a unique opportunity for managers to evaluate the customer experience within this channel using predetermined scenarios and under controlled conditions.

 

 

Contact Center Mystery Shopping

 

Research Purposes

Contact Center Mystery shopping can serve several purposes, among them:

In-Bound Customer Experience:

Service and sales execution and consistency are monitored with in-bound calls or live chat to both measure and motivate sales and service behaviors.
Customer Experience: Measure and motivate the right sales and service behaviors.

 

 

Customer Experience: Measure and motivate the right sales and service behaviors.

Out-Bound Customer Experience:

Out-bound mystery shopping is performed by seeding call lists with contact information for mystery shoppers. Service and sales execution and consistency are monitored, again, to both measure and motivate sales and service behaviors.

 

 

Lifecycle/Cross Channel Shops:

Highly trained researchers interact with the company over a period of time using multiple channels, providing valuable feedback about service performance throughout the customer lifecycle across multiple touch points, giving managers valuable context in which to evaluate the alignment of the contact center with other channels.
Valuable feedback throughout customer lifecycle & touch points.

 

 

Benchmark sales and service behaviors against key competitors.

Competitive:

Highly trained researchers interact with the company over a period of time using multiple channels, providing valuable feedback about service performance throughout the customer lifecycle across multiple touch points, giving managers valuable context in which to evaluate the alignment of the contact center with other channels.

 

Contact Center Mystery Shopping Objectives

Research objectives are customized to each client; broadly many of our core research objectives include:

  • Align employee performance with company service standards.
  • Align service standards with customer expectations.
  • Identify which service behaviors have the strongest influence on purchase intent or loyalty.
  • Test sales and service behaviors using predetermined scenarios and under controlled conditions.
  • Evaluate ease of navigation.
  • Track performance and maintain a consistent customer experience over time.
  • Evaluate problem resolution skills.
  • Provide alerts for both extremely good and poor customer experiences.
  • Obtain actionable information to improve the customer experience.
  • Benchmark the customer experience against the competition.
  • Identify top service performers who can be used as leaders or role models.

 

For more information about what impresses customers positively as a result of an interaction with a contact center, click below:

Own the Call: A Key to Customer Loyalty


Measure and Motivate the Right Contact Center Agent Behaviors: Those With The Highest ROI Potential from Kinesis CEM, LLC

 

 

Almost half of customer loyalty is driven by the customer experience.

- Forrester