Telephone & Email Mystery Shopping

Your bespoke mystery shopping solution.

Tailored to your exact needs at every stage, Amber Arch’s market leading service is targeted and personal. From recorded calls to comprehensive web and email assessments, we design and deliver programs that work for you.

Customer Satisfaction

Our service is based on you and tailored to meet your need, from scoring, scenario, demographic and whether calls are recorded or not.

Team Advancement.

We provide a service which determines your teams’ individual needs to ensure bespoke training and reporting unique to your teams needs.

Improved Productivity.

Enhance everyday productivity, retain your loyal customers or gain new ones, our service can help you to do this.

Telephone mystery shopping

Telephone mystery shopping, available here at Amber Arch, is a useful tool to establish how your customers are being dealt with either at store or head office level. Remember, a telephone call may be the first contact between your company and a potential customer and it is vital that a good first impression is created. By ensuring that you leave a lasting positive impression on your customers, you are increasing the chance of them recommending you to their friends and family, which is a step in the right direction for any company.

Our phone mystery shopping programmes provide a detailed insight into the way your calls are answered, the telephone manner of your operatives, the way in which they deal with customer enquiries and the reliability of your business at returning calls. We can record customer wait times, how long they spend on hold and how they are transferred between operators, to ensure your customers are being dealt with as quickly as possible and in the best manner. We can even record calls and embed the audio onto our secure online reports for you to access at any time. All our recorded calls are checked for quality before you receive them, so you are always assured excellent quality.

Telephone mystery shopper services are also very beneficial when used as a part of training initiatives, or to check on customer service training which has already been implemented. You can track your progress using our interactive reporting system, which allows you to look for trends in your results. This will show you where you can improve and where you are already impressing your customers. You will have access to this system around the clock and you can alter the specifications to check your results for any trend or pattern that you wish.

Testimonials

Working across all sectors since 1995, the reputation of Amber Arch is second to none.

Amber Arch immediately understood our requirements and provided a responsive and friendly customer service from day 1. The delivery of service was a huge improvement on that provided by our previous supplier, with reports being delivered much quicker, in a much simpler format and with much more insight. I wouldn’t hesitate in recommending the service of Amber Arch to anyone.

International Communications Manager, Jewellery Industry

After meeting a number of recommended partners we decided that Amber Arch understood the strategic and operational reasons for the measurement and were willing to invest in an innovating measurement process. We have continued to innovate the process over the past years with the team from Amber Arch. We can honestly say the Amber Arch team delivered a value add to the services we are delivering on time with a very professional manner

Operations Manager, Facilities Management

"We have been working with Amber Arch for over twenty years and are delighted with their service. They offer us just what we need. They are adaptable, reliable and the quality is second to none. They have never missed a deadline for us and the range of reporting is perfect for us. In fact, everything we have asked for has been delivered on time and at the highest standard."

SALES DIRECTOR, FASHION RETAILER

PACKAGES

Mystery Shopping packages.

All our mystery shopping services, as well as the reports that go with them, are fully bespoke to you.

Comprehensive

With our comprehensive mystery shopper services, you will be able to make your company the best it can be.

Video

We have specialised video mystery shoppers who are able to record their visits using covert equipment.

Telephone

Our phone mystery shopping programmes provide a detailed insight into the specifics of your customer calls.

Online & Mail Order

online and mail-order mystery shopping programmes will inform your customers’ online experience.

Find out more about our services

We always want to hear from you! Let us know how we can help you and we’ll do our very best.

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Transform your business with our mystery shopping services.

Telephone & Email Mystery Shopping.