Telephone, Web & Chat

Telephone and web-based Mystery Shopping has become more popular in recent years, as the importance of the contact centre has increased in relation to brand representation. Regardless of the structure of your organisation, telephone and email enquiry handling both have a key role to play in strengthening your brand reputation. Be that in terms of complaint handling or day-to-day response to general queries.

At React, our specialist team of callers and evaluators can provide you with feedback on the telephone and email performance of your frontline by providing you with qualitative and quantitative feedback in line with your programme objectives. Our approach towards telephone & web Mystery Shopping depends upon both your specific objectives and internal capabilities. We are able to either make calls ourselves to a set of scenarios that you wish to focus on, or use your recorded genuine customer calls and evaluate performance of these against your customer service standards.

As with all our programmes, results will be made available to you through our industry-leading online portal, which will be customised to meet your exact requirements.