METHOD AND SYSTEM FOR EVALUATION SHOPPING

摘要

A method and system for providing customer service evaluations to entities seeking testing of their employees' customer service skills. The method automatically records a mystery shopper's conversation with a targeted employee and attaches a corresponding voice file to a shopping report which can later be completed by the shopper. The mystery shopper first learns of a mystery shopping assignment and then calls a telephone recording system. The shopper is prompted to enter his or her user ID, a call code related to the shopping assignment, and the phone number of the target company. The telephone recording system then connects the shopper to the target company and automatically records the shopper's conversation with an employee of the company. Once the mystery shopper completes the assignment and hangs up, the recording is automatically converted to a voice file and transmitted to a web reporting system along with the call code. The web reporting system uses the call code to locate the shopping report corresponding to the assignment and then attaches the voice file to the shopping report. The mystery shopper may then access the web reporting system via the Internet or other communications network and complete the shopping report. The mystery shopper may also listen to the voice file while filling out the report to assist in its completion. Once the shopping report is completed by the mystery shopper and possibly edited by a supervisor of the mystery shopper, it is made available to the company that requested the evaluation.