We love telephone mystery shopping here at Oculus because we feel it provides your learners with opportunities to improve! That’s why we don’t call them mystery shops, but rather “opportunity calls.”
Our checklist or “true/false” type of scoring is a simple way to provide feedback and keep your assessments uncomplicated. Check yes for completed, or leave blank for missed.
Have a more complex auditing requirement? In our Motivate Plus option, you can have your assessments completed on a scale of 1-5 or 1-10 or even 1-100!
It is not just about what you said. It’s also about the tone. Oculus telephone mystery shopping assessments creates a separate grade for tone. Skills won’t mean anything if not done with the right attitude!
1 Call Credit
1.5 Call Credits
2 Call Credits
You can tell us where your customers come from, and those are the telephone numbers that will display on your phone!
Not all customers are nice. Pick the personalities that you would like our shoppers to portray.
Our shoppers will use scenarios that are pre-designed for your location.
Want to see how long it will take for your team to return a call? We offer call-back auditing.
Your business is complex, and calls vary! We get that! Depending on your needs, your telephone mystery shopping can include a variety of scenarios.
Not all mystery calls need to be mysterious! Trade your Coach telephone mystery shopping calls in for a practice call with an expert coach. If your team member isn’t doing well, you can swap out a mystery call for a coaching call. Give your learner the boost they need to be confident with some expert coaching!
Once your audits are completed, we will notify you.
Once the telephone mystery shopping call is complete, our system will email you. This will include the audio and PDF report link and/or a training alert that your agent needs some extra coaching.
A caller will contact your location and present the scenarios. We record the interaction. The recording is sent to an Oculus Coach, who will evaluate the skills and tone used during the call.
Your personal coach will provide valuable coaching tips and the telephone mystery shopping results are sent to your inbox. Those results include an audio file and downloadable PDF report with tips on how to improve!
Did you know that our mystery shoppers only have a scenario to go by and don’t see the training criteria? We record the calls, and by keeping the shopper in the dark, we can have them act and sound more like a real customer. It’s that simple!
Call credits are easy! Depending on your needs, you can trade in your call credits for different types of calls. If you want our signature IMPRESS call telephone mystery shopping report, it’s just one credit. If you would like comparison reporting and competitor details, that would pull two credits from your bank! You can change your call types with only 30 days notice.
Take your telephone mystery shopping to the next level with a coaching and advanced report data!