Mystery Shopping Project 2010 |
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Over the last 2 months Mystery Shoppers were commissioned by Adactus to carry out a telephone mystery shop to provide a reality check on the progress of the newly implemented customer contact centre.
In order to do this, participants used simple telephone scenarios which provided evidence on speed and quality of call handling; ability of contact centre staff to provide information to resolve queries and transfer calls effectively.
If you would like to read the full report of the above project please «click here
Mystery shopping happens every day in the Customer Contact Centre by Board members, directors, tenants and outside agencies so we are constantly getting feedback on how calls are being handled by staff.
In relation to mystery shopping the service in the future, Adactus would like mystery shoppers to help the service improve by testing consistency. To do this mystery shoppers will need to use the same telephone scenario repeatedly, by doing this the mystery shoppers will be testing that the same high level of service is being provided to every customer on every call.
If you would like to know more about the Mystery Shopping project or would like to become a Mystery Shopper then please contact: Charlie Barlow Resident Involvement Team on 01257 244855.
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