Having a good and stable relationship with your partners and resellers doesn't mean your clients are satisfied with the product or service they get. If you want:
- to be sure end customers receive high-quality products and services
- consistency among your partners and resellers' business policies
- to have a clear idea of your partners performance
- to allocate your budget more adequately
- to increase sales and ROI
- to retain valuable customers

...then all of these elements can be evaluated through the use of quick, low-cost telephone mystery shopping services. Basically, we call your partners as any other client would and collect any kind of information that is important to you, such as:
- politeness and friendliness
- competency
- professionalism
- N of rings before they answered the call
- the way they present and position your product, services or promotions
- rate the partner's sales efficiency for your product
- and more

Key Benefits of our Mystery Shopping Campaigns:
• Mystery Shoppers who Match your Average Customer Profile
• Agents experienced in such campaigns
• Highly Trained Evaluators to score the results
• Customized, Comprehensive Reports
• Individual Evaluation for Each Employee Mystery Shopped
• English, German, French, Italian, Spanish (and any other European language) Speaking Mystery Shoppers

How Mystery Shopping works: Our account executives work closely with you to develop a comprehensive, custom set of reports to accurately reflect how well your employees or associates greet callers, present your company's products or services, attempt to close a sale or make an appointment, and interact with potential customers.

Our Mystery Shoppers: Our trained telephone mystery shoppers, matched to your average customer profile, call your locations one to five times each month, or once in every two months - or whatever scheme you find convenient. We record the presentations from each of your locations on our proprietary state-of-the-art recording software designed to allow us to act as if we are calling from your locations' neighborhood. Our highly trained evaluators then listen to the calls and carefully evaluate each one. We pay special attention to attitude, skill at building a rapport with the caller, knowledge of product and program, and ability to close the sale or set appointments.

Review: Your custom reports are generated and made available to you on-line shortly after the calls have been completed and evaluated. You will be able to review the reports either from a chosen CRM platform or another format you find convenient. You can even listen to the entire mystery shopping call right at your computer. We encourage our clients to use these reports аnd to use the employee and partners evaluations to see what is being done well and what may need to be improved at each location. ONBOARD telephone mystery shops combined with our in-depth custom reporting will set you on the path toward increasing sales and retaining customers through consistent marketing & sales communication and efficient sales channel management.

Why your business needs this service: The demand for sophisticated mystery shopping is now greater than ever. Higher consumer expectations, greater regulatory requirements and increased competition make customer service 'the difference that makes the difference'. In virtually all industry sectors, businesses are focusing more energy on mystery shopping services to monitor the delivery and quality of customer service. Today there is a clear recognition that a competitive advantage in customer service experience achieves increased sales results!

Reports format: Prior to the commencement of any mystery shopping activity, it is important to clearly define the sales and service standards that you wish to measure. Once established these become the measurement criteria for the mystery shopping and reporting process. Report formats will typically comprise sub-sections, to reflect the key moments in the customer journey and any specific 'moments of truth' you wish to monitor. The sub-sections comprise a set of objective questions that can be answered 'yes' or 'no', with a numerical score for 'yes'. Each question is accompanied by a marking definition to explain the requirements to be fulfilled to achieve a positive score. We can provide you with the recorded conversations or fill in a predefined report answering the questions that interest you. Also, we can offer you web-based customer satisfaction surveys and all information carefully filled in a CRM platform, making generation of reports quick and easy.

Benefits for your company: Mystery shoppers - also known as Secret Shoppers or Mystery Customers - are trained undercover customers who evaluate the quality of your product or service. Mystery Shopping is a valuable marketing tool that can help your business in many ways:

- It's an excellent way for you to evaluate your customer service personnel - their attitude, appearance, and product knowledge, for instance
- To identify training needs, evaluate training programs, and boost staff morale.
- It enables you to monitor things like condition of a premises and transaction efficiency, and can also be used in the prevention of fraud and, crucially, to keep an eye on the competition!
- The information you get from a mystery shopping program can be used by you to make informed changes for the better, enabling you to improve your service and boost your sales.

Contact us to find out how our bespoke programs can help your business.

Why use us?
So, what makes us so special? Why choose us? Well, for a start we listen to you. We work closely with you to create a bespoke mystery shopping program to address your specific needs. Our talented mystery shoppers have the skills and expertise to deliver reliable and accurate assessments, and our analysts create reports giving you the information you need to move forward. We provide you with accurate reports, professional agents and prior experience to help you understand which of your business relationships bring the best results and which need to be further improved.

To learn more about our completed Mystery Shopping projects, please click here.