Telephone Mystery Shopping
Customer Perception is Reality.
Step into your customer's shoes and gain valuable insights to enhance your phone interactions.
Uncover critical gaps in your telephone service experience and gain actionable recommendations to create outstanding first impressions, optimize your phone interactions, and elevate your overall customer experience.
The Quality of Your Phone Interactions Matter
Patients experiencing negative phone interactions are
4X
more likely to switch providers
Mystery Shopping Benefits
Our telephone mystery shopping service is designed to evaluate and enhance the quality of your phone interactions, fostering positive patient experiences that convert inquiries into appointments and fosters long-term patient loyalty.
Measure patient experience
Gain valuable insights into patient behaviors and preferences
Identify key areas for service improvement
Ensure service consistency across all team members
Ensure brand consistency across all practice locations
Improve compliance
Identify common service barriers
Identify areas to streamline process
Improve patient acquisition
Enhance patient retention
Improve patient ratings and reviews
Increase revenue
Assessment Areas
Whether for new or returning patients, our evaluations thoroughly assess key aspects of the telephone experience, including staff etiquette, clear communication, product knowledge, issue resolution, and seamless care. We deliver actionable insights that empower businesses to enhance customer experience and drive sales.
Response time
Hold Protocol
Greeting
Credentialing
Knowledge
Problem Solving
Scheduling
Friendliness
Closing