Telephone Mystery Shopping

A large banking company measures at regular intervals the quality of welcome and service provided over the phone in all your agencies.

Since welcoming and service do not only concern the sales outlets, this company also measures the welcome on the telephone at the headquarters, by making calls from French-speaking and English-speaking mystery customers, prospective customers, suppliers etc...

A few days after the survey has been made, each unit will receive their performance assessment which can be consulted on the internet.  In each series of calls, more than 3000 calls are made.