Call Centre Mystery Shopping Checklist

Reaching an agent

• IVR menu clear, short and available in Arabic and English
• Time to reach an agent within the agreed standard
• Waiting messages informative, with call-back options where available

Greeting and listening

• Agent greets with the organisation name and their own name
• Agent listens without interrupting and confirms understanding
• Tone friendly, patient and professional

Accuracy and resolution

• Information given is accurate and complete
• Agent resolves the query on the first call where possible
• If not resolved, a reference number, next step and timeline are given

Hold and transfer etiquette

• Permission asked before placing the caller on hold, with an estimated time
• Caller not left on hold too long without updates
• Transfers explained, with the caller's details passed on so they do not repeat themselves

Sales opportunities

• Relevant products or upgrades offered where appropriate
• No pressure or misleading statements

Closing

• Agent checks that all questions are answered
• Polite close with the organisation name
• Follow-up call or message where promised

Sample evaluation questions

• How many minutes did it take to reach an agent?
• Did the agent give their name? (Yes / No)
• Was your query resolved on the first call? (Yes / No)
• Were you asked before being placed on hold? (Yes / No / Not applicable)
• Did you have to repeat your details after a transfer? (Yes / No / Not applicable)

How to score call centre evaluations

First-call resolution, accuracy and waiting time should carry the most weight, with courtesy and etiquette next. Combining mystery calls with call recordings and customer surveys gives the most complete picture. See our call centre mystery shopping and telephone and email audits pages.

Related checklists

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