Experience your call centre service through customers' ears. Discover what truly drives satisfaction, resolution and loyalty in every call
Call Centre CX Checks are professional mystery shopping evaluations where our evaluators contact your call centre exactly as real customers do - whether for support inquiries, product questions, complaints, or service requests. We go beyond basic quality assurance to capture the emotional journey, communication effectiveness and resolution satisfaction that customers experience during phone interactions.
Unlike traditional call monitoring, we evaluate the complete customer experience:
We design realistic customer scenarios based on your most common call types - complaints, inquiries, support requests, and technical issues.
Our trained evaluators receive specific scenario training to ensure authentic customer behavior and emotional responses.
Evaluators call your centre during different times/days, capturing the complete experience from first ring to final resolution.
We evaluate technical competence, communication skills, emotional intelligence, and customer satisfaction simultaneously.
We analyze call recordings, evaluate emotional tone, measure resolution effectiveness, and identify improvement opportunities.
We provide specific, implementable recommendations for training, process improvements, and customer experience enhancement.
We don't test scripts, we simulate real customer situations with authentic emotions and concerns.
We measure empathy, tone and emotional connection, not just technical accuracy.
We evaluate from IVR experience through to post-call satisfaction - not just agent performance.
Every insight ties directly to customer retention, resolution rates and call centre efficiency.
Quality Assurance asks: "Did the agent follow the script and process?"
CX Evaluation asks: "Did the customer feel heard, understood and satisfied with the resolution?"
Understanding how we evaluate what customers truly experience during calls
We evaluate realistic customer scenarios across different call purposes:
We use multiple techniques to capture emotional responses:
Based on our evaluations, top frustration drivers include:
Yes, we can target evaluations based on your needs:
Our clients typically see significant returns:
ROI typically exceeds 4:1 within 6 months through reduced escalations and improved retention.