Do you know how your customers would rank your Agents?  

Mystery Shopping offers the most effective method of measuring the customer experience. They are a true depiction of agent quality where our professional auditor can live the entire customer experience and apply measurements to each interaction.  Statistically significant reporting coupled with root cause analysis of call events uniquely identifies what makes the customer's experience satisfying or not.

The measurement starts when the auditor places a call to your customer support service. Using a scripted dialogue across a defined call distribution.  Audits and measurements span multiple languages, varying call centers and call volumes to reach a statically significant sample with the lowest margin of error.  During the call, the auditors apply The Paisley Group quality measurements that are  analyzed and compiled into comprehensive reports.  Each operator's interaction is recorded, call quality characteristics are annotated, and the detail is stored.   The Paisley Group internal control dictates each call is reviewed and approved by a senior auditor.