Mystery Calls - Ilona Ploenes - Sales | Marketing

For over 15 years, we have successfully supported notable clients with mystery calls as their communication specialists. Depending on the individual request and demand, we provide tele coaching immediately after the test call to train staff directly ‘on the job’. Thus, sustainable optimisation of the service quality or process improvement can be achieved.

Clients who use mystery calls as a tool, gain valuable information about the quality of the services they provide over the phone. Mystery calls can be placed in various divisions, whereupon the target may vary. The evaluation of our caller is based on precisely defined objectives that are developed together with our clients.

Commonly, evaluations follow the structure and sequence of the call, i.e. availability at the phone desk, warm welcome, answers are appropriate to the questions asked, handling of objections and complaints, plus evidently overall friendliness and closing of the call.

An overview of our services:

Design of realistic telephone scenarios that work for our clients’ industry and individual profile
Development of a mystery call evaluation form
Convenient download function of all reports via your private client log-in on our website
Mystery calls are only provided by qualified and experienced callers
Appraisal of call results are provided in conclusive reports

Your benefits at a glance:

Continuous improvement of the service quality and establishment of a guarantee that service standards are maintained in all aspects of the conversation to optimise communication between service provider and customer.
A clear picture can be drawn about the training requirements of all staff and to gain insight of any process optimisation.
The efficiency of trainings are increased based on a clearly identifiable action plan.
Staff feel valued and competently coached through personal consultancy with professional mystery callers.

Are you interested in optimising communication with your customers? We do look forward to hearing from you. Together we can define the benefits of this tool for you to achieve sustainable success. We are happy to provide references from existing mystery call clients.

Akkreditiert als Mystery Check
im Rahmen der
Deutschen Hotelklassifizierung

Login Form

Training

Learning inspires people and their business.

If you put your emphasis on realistic, methodical effectiveness as well as motivational education, we are on the same page and share the same standards.

We are proud to offer custom-made trainings, which will quickly lead to positive results. We believe that training has to result in measurable, successful results.

We do not offer the complete range of educational training and standard offers, but only what we can professionally implement.

Coaching

As their certified coach and mediator I accompany leaders and managers to a wide range of events for business coaching on the job.

The occasions may vary: quite often it is to prepare the manager for new tasks, actual leadership tasks, assistance in the decision-making process, team communication and conflict management, coping with stressful situations, or even an entire re-orientation.

My definition of coaching is to support and accompany the individual process for people who reflect on their career situation and strive to improve their status quo. My job is assisting at finding his or her answer to cut one’s own path.