SECRET SHOPPER: Don't let customer service get lost in the translation

DM Trackers can verify and ensure the quality of customer service provided by your in-bound telemarketing operators. Often, these are the first people in contact with the public representing your product. We will place calls, just as if we were a customer, and report back to you on the efficiency of your phone staff. Or, if you are outsourcing your telemarketing, we will verify the level of service being provided. Each call is noted and ranked separately, letting you know the date and time the call was made.

These test phone calls will let you know:
-If operators are following scripts.
-If operators are courteous and helpful.
-If operators are knowledgeable.
-If potential customers are being served in a timely manner.

In other words, we will inform you if operators are presenting your company to the public the way you want and need: in a professional manner.

If you are using an automated attendant, you will discover:
-If calls are routed in the proper way.
-If callers are receiving busy signals.
-If callers are being disconnected.
-If callers are being kept on hold.

You can also use Secret Shopper in conjunction with our Mail Monitor service. This will let you know:
-If material requested or ordered is being sent in a timely fashion.
-If mail is being addressed as requested.
-If material is being damaged when sent to inquiries and buyers.
-If your product information is being packeted and sent out correctly.


Costs are based on length of call, but average between $3.00-$6.00 per call placed. Cost for mail piece monitoring is $1.45 per mail piece reported.

If you would like more information regarding this unique service, or if you're ready to begin ensuring the quality of your customer service today, please contact our president, Kevin Haining.