Mystery Calls

Real customers on the phone

Our test customers call you. They document their call in detail. Gain real experience, objectively and at first hand.

Store call

Check of consultation and purchase process.

Call in hotline

Check of customer service and complaint management.

OUR SERVICES

Depending on your specifications, a variety of topics can be checked and documented during the mystery calls. This can also be different per store (e.g. based on the weak points of the previous visit).

Conversation

Greeting, initiative, advice, recommendation, objection handling.

Accessibility

Waiting times, mediation, clarity and intelligibility telephone system.

Purchase

Closing the sale, documentation, cross/upselling, goodbye.

Follow-Up

Timing and efficiency of follow-up, adherence to agreements.

Complaint

Greeting, empathy, solution orientation, farewell.

Privacy

Compliance with specifications and processes, explanation, objection handling.

our prices

We offer fixed prices that can be calculated in advance, regardless of your industry, project size and location. Included is input, design, check and evaluation. All prices are final and fixed prices (net) without further surcharges.

Mystery
Calls

A call can also include several calls (e.g. to the store and the telephone hotline).

Including project design, mystery check and evaluation.

our advantages

mystery.agency is your specialized partner for mystery e-commerce. Use our experience for the best mystery checks for your company. Our large pool of testers combined with AI-based analyses enable 100% customer satisfaction.

Professionalism
The highest quality standards, standardized processes and experienced employees ensure the highest data quality.
Speed
We meet every deadline. If it has to be done quickly, you will receive your results within hours.
Best price/performance ratio
Our fixed prices make every project calculable. Guaranteed to be 10% cheaper than your current provider. This applies to every project and every single test purchase.

our process

Mystery calls can be implemented extremely quickly if required. We go from input to analysis within one day. You receive the results ready prepared in your cockpit.

Request now without obligation!

With price guarantee: We areat least 10% cheaper than your current service provider for the same scope of services
.

Contact form

215

Projects

10.000

Store checks

15

Countries

35

Satisfied customers

Mystery Calls: Your Key to Excellent Customer Service

Mystery calls have become essential in today's business world. If you want to find out how your company is performing in terms of telephone customer service, mystery calls offer a reliable way to gain real and unbiased insights.

What are Mystery Calls?

Mystery calls are undercover test calls designed to evaluate the quality and efficiency of your customer service team. Our specialized testers simulate real customer scenarios to see how your team responds in practice.

Mystery Calls: More than just a rating

Many companies see mystery calls merely as a tool for evaluating customer service. But they offer much more than that. Mystery calls allow you to identify outstanding employees and share their best practices with the entire team. Not only can this boost morale, but it can also help create a consistently high level of service.

Why mystery calls can be critical to your business:

Today's customers expect fast, efficient and, above all, professional service. Mystery calls help you understand exactly where your service excels and where there is room for improvement. With these insights, you can provide targeted training and better allocate resources to ensure your customer service remains at the highest level.

Customer loyalty: Excellent telephone customer service can strengthen customer loyalty and reduce the churn rate.
Increase efficiency: Quickly identify weak points and train your team in a targeted manner.
Brand image: Professional customer service reflects positively on your overall corporate image.

Customer service in different cultures

Mystery calls can also reveal cultural differences in customer service. What is considered polite and professional in one culture may seem rude or distant in another. Companies that operate internationally can benefit from mystery calls to ensure that their customer service teams are culturally appropriate and effective, no matter where the customer is located.

If you really want to know how your customer service is perceived by your customers, mystery calls are the answer. They provide a clear, objective assessment of what's really going on day-to-day and help you make informed decisions about how to improve your service.

Increase your customer satisfaction and business growth with mystery calls. The key to a better customer experience.

Frequently asked questions about mystery calls

What are mystery calls and how do they work?

Mystery calls are a form of covert testing in which specially trained testers (so-called mystery shoppers) contact a company by telephone without revealing their identity. The aim is to objectively assess the quality of service, friendliness, availability and advisory skills of employees.

The process is simple: the testers conduct a conversation with the company according to a previously defined scenario - for example as potential new customers - and then document their experiences in a structured report. Mystery calls are often used in customer service, call centers or consulting-intensive industries.

What advantages do mystery calls offer companies?

Mystery calls provide companies with a realistic assessment of telephone customer service - from the perspective of a real customer. They help to identify weaknesses in the call process or in service quality at an early stage and to derive targeted training measures. Companies can also check compliance with call guidelines and internal standards.

Regular mystery calls can increase customer satisfaction in the long term, as companies gain valuable insights into actual customer contact - without any falsification through deliberate observation.

For which industries are mystery calls particularly useful?

Mystery calls are suitable for almost all industries in which telephone customer contact plays a role. However, companies from the retail sector, banks and insurance companies, telecommunications companies, energy suppliers and service providers with a consulting-intensive offering benefit in particular.

Mystery calls can also provide valuable insights into service quality and appointment allocation in tourism, e.g. for hotels or booking hotlines. The method can be used flexibly and can be individually adapted to industry-specific requirements.