Check your speedMystery Caller was inspired by the effort of a call center to monitor the quality of support given by new phone agents in a technical support environment. Mystery Caller is a database solution designed to bolt on to your current phone support tracking system.
Mystery Caller is broken down into three main files which are Mystery, Scripts and TechInfo. These files are connected via a set of relationships and scripts to work together in unison. Mystery is used to log the conversation between the Mystery Caller and the phone agent. Scripts is used to help the Mystery Caller in the conversation, in essence scripting many of the questions and comments a typical caller would make. The TechInfo file is to log technical support issues. This should be available as a resource for phone agents to refer to. If you base you technical support calls from information available here, each and every agent should score well if they are using their resources properly.
When a new record is created in the Mystery file, one of the open technical scripts is selected. This adds a random factor to your mystery calls. This helps make sure that no phone rep or location can report they are getting unfairly picked upon.
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