Sector
Construction
Location
International
Website
atkinsglobal.com
Atkins, the global engineering company, brings together data, technology and people to help create a lived environment that works better for everyone. From conception to asset management, they specialise in infrastructure design and project management for projects such as HS2, Dubai Opera House, and the A14.
Mackman Research was commissioned by Atkins to conduct a mystery shopper audit. The telephone mystery shop was to one of their central call centres. The centre processes calls from customers such as the police, local councils, members of the public and the Highways Agency Traffic Control.
Brand Facts
- Atkins is part of SNC-Lavalin Group, one of the world’s leading design, engineering and infrastructure consultancy service providers.
- Atkins help to create and build the future of the lived environment.
- Working with Atkins enables their clients to make even the most complex projects a success for the builder, for clients and for citizens.
Project Facts
- Atkins required a telephone mystery shop in order to evaluate the success of their call centres, which processes calls from a wide variety of audiences.
- Mackman Research needed to measure four key elements of customer service on every call to ensure that Atkins’ high standards were being upheld and to find areas for improvement
The Process
Evaluating levels of customer service
Atkins supplied Mackman Research with a potential set of questions for the mystery telephone shop. Based on this remit, a call summary checklist was put together by Mackman Research to measure the four elements of customer service stated by Atkins, to help monitor and improve overall services.
The checklist questions covered areas such as the speed of response, courtesy of response, length of telephone call and the overall satisfaction level of the call, based on Atkins training criteria. An individual checklist was completed by a Mackman senior researcher for each telephone call.
Calls were scheduled against staff rotas, to ensure the maximum likelihood of speaking to all call operatives over the calling period.
The Challenge
For the mystery shopping to be relevant and credible, Atkins supplied Mackman Research with a list of 32 straightforward scenarios based on previous calls to the call centre and the researchers made secret calls posing as a genuine caller.
The Results
The results provided a firm measure of levels of service at the call-centre according to the client’s target areas. Mackman Research delivered a complete investigative report to the client. The data has been used as a training incentive for staff and is an essential tool to help increase staff efforts.
We commissioned Mackman Research to conduct a mystery telephone shop of our 24 hour network control centre. Mackman carried out the ‘mystery shop’ very effectively. They made every effort to understand the needs and scope of the project and did exactly what they said they were going to do. When the methodology had to change (due to unforeseen severe weather conditions) they were quick to respond. The final report presented the results in a clear and objective way and was produced very quickly. I would recommend using Mackman Research for mystery shopping projects; they did an excellent job for us.
Melanie Willis, Communications Manager – Atkins