I need Telephone Mystery Shopping advice, please!

Hello, everyone. I just started a telephone mystery shopping job today. I have done four gigs and they have been relatively easy. I am having only one minor problem. In filling out the form after the call, I am required to list 3 pros and 3 cons about the call. I have had fairly good experiences with the calls, and I have no problem listing 3 pros. However, I am lacking ideas for 3 cons to list as required. Any ideas?

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I have done many phone shops and am not familiar with the MSC that asks this question. Imo, sometimes there aren't any things that can be improved in a call. You could just be nitpicky and say things such as, "the associate did not call me by name," "the associate did not ask enough questions to best understand my situation," or "the associate did not ask if they could help me further at the end of the conversation."

Sometimes these companies do ask questions that can be difficult to answer.

Okay here's three cons:

1. The call was a waste of my time
2. The call did not pay enough
3. I have better things to do.

j/k

Actually, the 3 listed by 89lula are not considered "nit-picky," by many clients. Many surveys will ask exactly those questions about a phone experience.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Since I assume the purpose of these calls is to measure the agent's adherence to the client's standards and, if not, use the shop as a coaching tool, in my opinion--if the agent did an excellent job and hit all of the marks--it serves no useful purpose to come up "cons", just because we're being asked to. Worse yet, it might even be demoralizing to an excellent agent.

For this reason, if I cannot think of any cons, I will state as much and say something like, "After considerable thought, I was unable to identify anything that would have improved my experience, since the agent created rapport and maintained it throughout the call, clearly provided the information I was seeking and sincerely expressed appreciation at the end of the interaction."

This has always worked for me, however it may have been for a different MSC. Just wondering...are you able to ask your scheduler?

(heart)

I intend to live forever. So far, so good.

Hello...I would love to do telephone mystery shop jobs....what companies do I contact to do these? Thanks....Have a great new year.

ohio321

second to none has telephone shop presently

ohio321, Check out GFK, DSG. I believe they are the same company

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I need Telephone Mystery Shopping advice, please!

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