Telephone Mystery Shopping

Provides a Consumer’s View of Your Bank

When your bank’s customers or potential customers call, what impression does the person answering your phone give? Be honest. Are you living up to your customers’ expectations and your company branding?

In today’s market, many consumers will prequalify your bank with a telephone call before ever walking into your location. How do you set yourself apart from your competitors in that initial conversation? Is it enough to gain that customer’s trust? Chances are, your bank’s brand statement is not being reflected properly by your employees.

At SCMG, we find it amazing how many banks don’t take their phones seriously. Many fail to implement the most basic phone etiquette and skills or simply don’t take advantage of the opportunities to better service their customers or to gain new customers. They just don’t Get It.

The great thing is you don’t have to fly blind trying to figure out what needs to be fixed. SCMG can provide your organization with an unbiased assessment of your telephone customer service with Telephone Mystery Shopping.

What We Do

Our mystery shopping professionals will complete a monthly review of your bank’s phone skills and etiquette. We will be honest and direct, providing your leadership and management team with a valuable tool to effectively manage and reward employees.

Our monthly Telephone Mystery Shopping review includes the following:

• Detailed reporting including audio.
• Summary Review for senior executive and board reporting.
• Customization to fit your bank, products, services and focus.
• Shops of specific employees at specific times if requested. (additional costs may be involved)
• Mystery phone shops of your competitors.
• Recommendations for improvement.
• Minimum of 5 mystery shops per review.
• Reviews conducted by business professionals, not telemarketers.

An effective Telephone Mystery Shopping campaign can help fine tune your organization’s first impression and improve your overall customer service while helping you gain new customers.

Try Out the SCMG Telephone Mystery Shopping Service

Try SCMG’s Telephone Mystery Shopping service with absolutely no obligation. Just click the button below and we’ll get started on your shop or if you would prefer to speak with one of our team leaders first, give us a call. Once your telephone mystery shop is complete, we’ll send you a summary review and an audio file of the branches shopped.