What Were Their Agents Really Saying to Customers?
Client Situation
A telecom provider in Germany was receiving growing customer complaints, but management had no idea what was actually happening on live support calls. With legal restrictions preventing internal monitoring, they turned to Tech Mentor Pro for a discreet, third-party mystery shop of their remote phone support team.
- Placed anonymous calls to real support lines (10+)
- Tested billing, cancellation, and tech support scenarios
- Evaluated tone, escalation handling, and resolution accuracy legally
Project Details
- Remote Agent Mystery Shop
- Telecom Provider (Anonymized, Germany)
- Mystery Shopping – Customer Service Audit
- 2024
The Hidden Problem
We Don’t Know What Our Agents Are Actually Saying.
The company had a fully remote support team handling hundreds of daily calls — from billing questions to tech issues. On papera, everything looked fine. But complaints were stacking up.
Customers were saying things like:
- The agent rushed me off the call.
- They gave me a different answer last time.
- I felt like I was bothering them.
The leadership team didn’t have a QA system. They weren’t listening to calls. And under German labor law, they couldn’t legally monitor employees directly without consent.
They didn’t need “spyware” or scripts, needed an outside perspective that could test the experience as a real customer would.
We Called In Like Real Customers, and They Had No Idea
How We Stepped In
We created 3 realistic call scenarios:
A frustrated customer who couldn’t get a refund
A technical problem the agent couldn’t replicate
A confused billing question with an urgent deadline
We made calls at different times of day, across different departments, and even intentionally asked hard questions to see how agents reacted.
We didn’t use scripts. We didn’t warn anyone. We just listened and logged:
How agents handled pressure
Whether they followed protocol or “freestyled”
Their tone, empathy, and accuracy under stress
Every call was scored against a real-world CX checklist we built for this client.
What We Found Behind the Screens
The Discovery
Over the course of the mystery shop, clear patterns emerged.
Late-shift agents were noticeably more rushed and dismissive.
Several agents defaulted to robotic script-reading, ignoring real questions.
In one case, a customer was told to “call back later” — for a simple billing issue.
Escalations were inconsistent — some agents didn’t offer escalation even when clearly needed.
Most importantly: management had no idea any of this was happening.
From Guesswork to Actionable Insight
Impact & Results
- 18% increase in customer satisfaction score within 30 days.
- 40% improvement in call resolution time.
- New QA checklist adopted based on TMP’s mystery audit framework.
- Company initiated quarterly third-party audits with Tech Mentor Pro.
Improved agent scripts and escalation flow across all departments.
“We assumed our agents were doing fine until Tech Mentor Pro showed us the real customer experience.
They didn’t just give us data, they gave us clarity and a plan. Now we audit regularly and our support team is stronger for it.”
Operations Manager
Telecom Provider (Anonymized, Germany)Ready to Hear the Truth About Your Customer Support?
Let’s Mystery Shop Your Remote Team, Discreetly, Legally, Effectively.
If you’re unsure how your staff are handling real customer calls, you’re not alone. Tech Mentor Pro can help you find out, without violating trust, policy, or labor laws.
You’ll get answers. You’ll get a plan. You’ll get better support.
