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Mystery Shopping

Mystery Shopping

The Best Mystery Shopping Company - Signature Worldwide

Signature Worldwide is well known for our telephone mystery shopping program.  We developed it shortly after we began the company because we realized that training without reinforcement was not effective in changing behaviors long term.  We created our telephone mystery shopping program to support our training programs.  A combination of training, mystery shopping and measurement all contribute to our client’s success. 

Why is Signature Worldwide one of the best mystery shopping companies?

Signature Worldwide is a leader in telephone mystery shop providers. Whenever there is a potential sale to be made over the phone, Signature Worldwide’s role is to improve that interaction to increase your conversion rates.  Whether you are selling rental equipment, hotel rooms or home care appointments, we can help make your people sound better, sell the value of your business better and overcome resistance to encourage more purchasing decisions through our mystery shopping services.

Whether we provide your employees training, or you provide the training yourself, your staff should have a clear idea of what is expected of them.  Telephone mystery shopping, Signature Worldwide style, allows both you and your employees to recognize what needs to be changed, where they are excelling and how responsive they are to your callers. 

How our telephone mystery shopping works:

We have a call center based in Dublin, OH with over 100 agents who place over 35,000 mystery calls a month to various businesses worldwide.  Each conversation is recorded, and then sent to a separate group of employees who score the calls.  We have found our accuracy and call quality is improved when we assign a separate shopper and scorer and so we have made it a mandatory part of our process. Our scoring is based on a list of criteria we jointly design with our clients. The last step of the process is that we incorporate the scores and the recorded calls into our online reporting site. Our clients are able to review their calls, look for areas of excellence as well was areas of opportunity based on actual call reports and trends, not some arbitrary conversation they may have overheard.

We make it easy for you to hear the impact of your training, and most importantly what your guests or customers are experiencing when they call your business to try and spend money with you.  Are your employees making it easy or difficult for that caller to do business with you?  Who are your role models?  Which employees need help? 

You can receive notification via email of your shopping call results after each call, or just log on to Ascend, our online reporting system, to view your reports once or twice a month.  We keep the past 18 months of calls results available for you.  You can see how an individual employee has performed, a single location, a group of locations or your entire organization at a glance.

We have created a dashboard for you to see at a glance your progress month to day, your top five skills used, and your bottom five.    

Mystery shopping programs are most successful when they are used to catch employees doing a great job and rewarding them. 

We have a built-in recognition system.  If one of your employees receives a perfect score, you can automatically send them a perfect score certificate.  We make it easy for you to recognize and reward the behaviors you want repeated.  Most of our clients tie an incentive program to these shopping scores to encourage their employees to use their skills on each and every call.  There is a direct correlation between increasing scores on our mystery shopping and increases in revenues for our clients. 

Mystery shopping, Secret shopping - Why not just record live calls?

Though we offer this option, most of our clients prefer our mystery shoppers.  Unlike real callers, we are able to target problem or difficult areas and perform knowledge checks with your employees in a wide range of topics quickly.  We have found it to be a more cost-effective option, and much more efficient in changing behaviors.  If we are training your employees to consistently sell the value of your business by getting to know your caller's needs, we can focus every call on that skill set instead of hoping for a random opportunity to see all of the skills used.  We are also not putting your customer’s credit cards at risk by recording real purchases. 

Though we began as hotel mystery shoppers, currently we perform mystery shops for the following industries:

  • Hotels
  • Casinos
  • Spas
  • Apartments
  • Medical offices
  • Government agencies
  • Restaurants
  • Heavy equipment rental
  • Party rentals
  • Diet centers
  • Assisted living communities
  • Behavioral Health centers

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