The old adage “use it or lose it” has never more been true particularly in the contact center environment.  Classroom training is rarely sufficient to prepare employees for what they will have to know and do to win a customer’s trust and endorsement.  That’s why it makes sense to provide employees with opportunities to practice, learn and be coached in a safe environment – and not with your best customers.

Mystery Shopping can be a valuable tool whether you choose to do it monthly or quarterly or every day.  Leverage Mystery Shopping in your internal or outsourced contact center when you want to:

• Capture quantitative measures of performance for performance-based pricing with a supplier or performance bonuses for contact center managers.
• Validate how well your investment in training is doing and identify performance gaps after training has occurred.
• Assess the readiness of your contact center for the introduction of a new program before you launch.
• Assess new agent proficiency before they are exposed to live customers.
• Reinforce lesser-used skills or knowledge so that agents are proficient when they need it.
• Help to reinforce routine behavior like cross-selling and up-selling.
• Augment internal quality monitoring efforts.
• Monitor your contact center when you don’t have call recording system of your own.
• Mystery Shop your competitors to identify their Achilles heel.

What we do:

• “Virtual Shoppers” (who may be working actors) call in, email or initiate chat sessions with your center that replicate a real-life customer experience.
• Each interaction is evaluated against quantitative and qualitative customer experience measures.
• Unlike other mystery shopping or secret shopper programs you may be familiar with, VereQuest’s program has been specifically designed for the unique conditions and operating environment of a contact center.
• You draw upon a database of scenarios which are created to replicate your live operating environment.  Literally hundreds of scenarios can be created.  Multiple variables (time, profile, scenarios, shoppers and training) ensure that the Shoppers are not readily detected.
• (Optional) Trained coaches play the role of your customers and provide "just-in-time" coaching within minutes of the call -or- when in a staged classroom environment, immediately following a call. 

What you get:

• Each interaction is recorded (on our end) and appended to the scorecard for easy retrieval.
• Results are available at a contact center, team or individual agent level and are made available to all stakeholders via a secure web portal as they are evaluated.
• (Optional) Powerful coaching which is timed to coincide with the employee's recollection of the experience and drive immediate, sustainable  improvement.  Reinforces the positive elements of the experience while immediately curtailing those which you don't want to become habitual.
• The outcome is quantifiable, just-in-time and highly actionable.