Recorded phone calls question

Ah yes, another day of mystery shopping. Another thing I don't quite understand.

Recently I've been doing some recorded phone shops. Call the company, ask them questions and see what they say. I get that part.

Then, it's on to the form, where the MSC asks questions wanting me to repeat, verbatium, what was said.

Wouldn't it be easier for all, just to give the actual recording to the client?

I'm eager to hear the answer from you phone shoppers out there.

Create an Account or Log In

Membership is free. Simply choose your username, type in your email address, and choose a password. You immediately get full access to the forum.

More About Phone Shops

To me the answer is yes, apparently to the MSC and client it is no. I've had the exact same thought with recorded calls, audio recorded onsite and video shops. Luckily there are some of all of those that require no real report at all.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.

I've thought the same thing. All you're doing on the survey is writing out what's on the video! Fortunately with the funeral shops the survey is just a few questions.

One explanation I've heard before, video/audio goes to one department, reports to another. It is also possible that the MSC uses the recording as a verification without ever sending it on to the client.

I understand why they do it the way they do, or atleast I think I do. Think about the number of shops we collectively do for one company. It is much easier to read through the report and use that as coaching. If the Employee makes excuses or argues the point know they can use the recording for varification. Management can read through the reports fairly quickly but to listen to a twenty minute recording still takes twenty minutes.

That makes sense, thanks.

Sorry, only registered users may post in this forum.

Click here to login

Recorded phone calls question

Create an Account or Log In

Official List of Mystery Shopping Companies

Mystery Shopper Magazine