If it needs to be managed, it needs to be measured.
WB Consulting ECS, LLC., will work with your business to customize mystery calls to your needs and specifications. We will identify missed opportunities to capture more revenue and profit. Our team will provide an assessment of your employees’ customer interaction, in order to gain a picture of how their knowledge and training is being put into practice. The calls provide the most effective opportunity for researching and measuring adherence to established standards that have been created by training or operating procedures. The results offer accountability, not only for staff members but also for management.
What's working and what isn't
In addition to your staff, we can also shop Call Centers and competition for you. We can make certain your hotel is being fairly represented if you use a Franchise Call Center, and insure your guests are receiving the high level of service you’re looking for. What about your competition? We can call them too, to discover what they are doing and what you need to do to stay out in front.
Mystery calls are truly an unsurpassed tool to help assess your operation, improve performance and attain results.