Phone Shops On Demand Store

Phone Shops On Demand Store

If you haven't signed the "On Demand Telephone Mystery Shop Service Agreement" yet, you'll need to do so prior to us conducting your shops or if you need a full description of the items listed below, please click here. Thank you!

Please note that we require at least a 48 hour notice prior to us completing any mystery shop.

If you are purchasing a Targeted Phone shop, please send the names of each employee along with their schedule to info@advancedfeedback.com.

*Random Phone Shop: option we will call your location a fixed number of times per month. When choosing this option we do not guarantee that we will contact every agent. If it is important to you that you evaluate all agents each month you may be interested in using the Targeted Employee Phone Shop option.

*Targeted Phone Shop: We will try for each agent a fixed number of times per month. To make this process more efficient we request weekly updates of your agents schedules. After the 4th failed attempt to contact the specified employee the call will be completed with whichever agent is reached at that time.

*After Hrs. are calls completed between 6:00 pm and 6:00 am local time

*All calls are English speaking only.

Additional Services

*Call Back Training: Is suggested when employees do not reach specific pre-established guidelines. If requested, a phone skills trainer will contact the employee after the call is reviewed and found to fail certain pass criteria. The trainer will review the call, making suggestions for improvement, identifying areas where the agent did well and areas where they need to improve. Our call back system allows for the trainer to playback the call during or at the end of the consultation session. These calls are not recorded.

*Monthly Report: Each month, you will receive a report of group results and a monthly trend of overall phone skills performance, plus we will show a comparison of all agents ranked by their overall score. The monthly report can be customized to compare and trend any number of unique departments, calling scenarios or performance metrics. You may request a report hard copy by mail, emailed copy, and/or posted online.