Increase your chat, call and email performance
Create a positive customer experience across all channels and increase loyalty
Increase your chat, call and email performance
Create a positive customer experience across all channels and increase loyalty
Mystery Calling
Offering great customer service over the phone, chat or email is a very effective tool to retain customers. Whether you are selling hotel rooms, memberships, products or meeting & events we help to make your customers really see the value of your proposition. A phone call, chat or email conversation is often one of the first and most essential interactions to create a good impression with your customer, monitoring this experience results in a significant impact on the rest of the customer journey with your brand. How does your team handle rate objections? Do they clarify customer needs and offer tailored solutions? Can the length of the call be decreased while still offering a personalised experience?
Enhance your customer’s experience now with one of the following solutions:
Reservation calls/emails
Sales Cycles (incl. proposal evaluation)
Competition checks
“As one of the leading 5 star hotels in the Netherlands it is of the utmost importance to offer all our services at the highest level. INPROVE trains and guides our team of reservation agents with their Mystery Call Program, resulting in a better guest experience. INPROVE has been instrumental in our success by allowing us to monitor our service and determine where our employees need guidance.”
Reservation calls
There are only a few moments when the reservation agents get the chance to create a memorable guest experience in the booking process. Focusing on the service level provided, which you can actively influence, allows you to optimize revenue (upsell/cross-sell) and strengthen the profitable direct booking channel by delivering the customer service your guests expect from your brand. Together we can design a customised survey based on your SOP’s and brand promise or use the latest LQA standards. The evaluated report including the recorded sound file is shared via email within 24 hours after the call has been conducted. In your customer experience platform you are able to review all calls, look for areas of success as well was development opportunities based on real time data.
How we work
Program design
Based on your challenges and needs we design a project framework incl. a first concept of the survey’s and dashboard
Shopper selection
Based on your customer profile we select a team of certified mystery callers and create realistic scenario’s
Mystery call
The mystery shopper will call/ email your location, submitting his/her report within 24 hours after finishing the enquiry
Consultancy
Your INPROVE consultant provides a detailed analyzis of all captured data in order for you to drive effective change.
Program design
Based on your challenges and needs we design a project framework incl. a first concept of the surveys and dashboard
Shopper selection
Based on your customer profile we select a team of certified mystery callers and create realistic scenarios
Mystery call
The mystery shopper will call/ email your location, submitting his/her report within 24 hours after finishing the enquiry
Consultancy
Your INPROVE consultant provides a detailed analyzis of all captured data in order for you to drive effective change
Mystery Sales Cycle
With our Mystery Sales Cycle you monitor the performance of your sales team by assessing the way sales calls or email inquiries are handled and sales proposals are prepared. During the Sales Cycle we collect valuable insights that will increase the customer experience and drive revenue for your brand. To offer you the highest quality we build realistic ghost companies with corresponding websites, company e-mail addresses and telephone numbers to call back. Sales agents don’t have a clue that this is a Mystery Sales Cycle and will perform as if it is a “real” request. Each incoming call and email will be recorded and carefully analysed based on your pre-defined survey. Our reports provide insights into response time, engagement, product/service knowledge, up/cross-sell, objection handling and other key drivers for your business.
The process
Inquiry call/email placed.
Follow up on email received
Send proposal to customer
Follow-up on the proposal
Receive evaluated report
Benefits mystery calling solutions
- Deliver your brand promise on the phone, via email or chat
- Enhance the learning curve of your employees with objective feedback from our certified mystery callers
- Drive motivation and coaching, listen to recorded calls together with your team members
- Develop negotiation skills when dealing with objections
- In-depth analytics with your customer experience dashboard
- Test the functionality of internal procedures and SOPs
- Present your products in a storytelling way
Competition rate check
Be on top of your market segment by monitoring your competitor’s; track prices, their response time and terms and conditions with the help of competition rate checks. Your clients are constantly informed of and asked for comparable deals from competitors. As a result, clients gain the ability to negotiate more affordable prices and additional services with you. That is why it becomes particularly crucial to be aware of one’s competitors and keep track of their deals. The survey framework of a competition ratecheck compares response times, availability, room rates, daily delegate rates, offered technical equipements and F&B options. To offer you the highest quality we build realistic ghost companies with corresponding websites, company e-mail addresses and telephone numbers to call back.
Our competition rate check solution offers the following:
- Comparison between your offer and the offer of your individual competitive set
- Full overview of correspondence and the customer journey
- Optional: Benchmark of customer experience throughout the sales process