‘Mystery Shopper’ campaign 

Helping a law firm to improve and harmonise customer care

Do you know how your staff are answering calls to existing clients, third parties and those all important new leads? Are they following your chosen protocol? Are they friendly and engaging or surly and disinterested?

What was the need?

Our client, a leading provincial law firm, was keen to check [instead of ‘measure’] that their standards of telephone customer care matched their expectations. They wished to gain a deeper understanding of whether all staff – from junior support members to senior Associates – were handling incoming telephone calls in a manner that reflected the firm’s inclusive personality. A key requirement was to employ an external provider with a long history of working with professional services firms.

How did BDC help to provide accurate measured results?

We were tasked with calling the majority of staff members in the firm, across their two locations. Prior to the calls, we agreed a set of metrics contained within a service quality recording and measuring model, broadly based on the ‘RATER’ model. Individual bespoke call questionnaires were prepared and agreed depending upon the role and position of the call recipient within the firm.

Led by Neil Dymond, our experienced team made a series of anonymised calls, diarized and conducted in such a way so that the recipients of calls were not suspicious of the existence of the campaign. The majority of calls were conducted over a two month period.

What was the outcome?

We were able to provide the client with a detailed report of our findings including each individual call record. Based upon those findings, the client was able to introduce new guidance, provide retraining and harmonise their firm-wide approach to customer care.

Happier firm, happier clients.

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