Service
Telephone Mystery Shopping & Email Audits
Measure response quality, speed and professionalism across contact channels.
The problem we solve
Inbound enquiries are answered slowly, inconsistently, or not at all — and nobody measures it.
What is evaluated
- Response time
- Greeting & professionalism
- Accuracy of information
- Follow-up completion
- Channel etiquette
How the programme works
We send controlled enquiries by phone and email against defined scenarios, scoring responses against your service standards.
Deliverables
- • Response-time analytics
- • Quality scorecards
- • Channel benchmarks
- • Gap reporting
Related services
Mystery Shopping
Discreet, professionally managed evaluations across every customer touchpoint.
Corporate B2B Mystery Shopping
Specialised programmes for complex, high-value B2B and enterprise sales environments.
Customer Experience Consulting
Turn evaluation evidence into a practical, organisation-wide CX improvement plan.
Customer Journey Mapping
Visualise and diagnose the complete end-to-end customer experience.
What are telephone and email audits?
Telephone and email audits measure how your business handles inbound enquiries. Evaluators call your numbers and send emails or web-form enquiries using realistic scenarios, then score how quickly and how well each enquiry is answered. For many UAE businesses, the phone and inbox are the first point of contact, and also the place where most opportunities are lost without anyone noticing.
What we measure on calls
- Answer speed, number of rings, hold time and call transfers
- Greeting, name and brand introduction
- Tone, courtesy and listening
- Accuracy and completeness of information
- Needs discovery and appointment setting
- Closing, next steps and collection of contact details
What we measure on email and web forms
- Time to first response and whether an automatic acknowledgement is sent
- Personalisation versus template answers
- Accuracy, clarity and grammar in Arabic and English
- Call to action and follow-up
Deliverables
- Quality scorecards per call and per email
- Response-time benchmarks by branch, team and channel
- Gap reporting with the specific behaviours to coach
- Optional competitor comparison
Frequently asked questions
Do you record the calls?
Calls are documented through detailed evaluator notes and timestamps rather than covert recordings, which keeps the programme compliant and protects your staff.
How many calls do we need?
A typical monthly programme uses 5 to 20 calls per location or team, depending on how precise you need the benchmarks to be.
Can you test calls outside business hours?
Yes. After-hours and weekend calls show how your business handles demand when teams are stretched.
Can you include WhatsApp enquiries?
Yes. WhatsApp is often the most important enquiry channel in the UAE and can be added to any programme.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.