Mystery Calling Utilizing actual customer information, our highly trained remote staffers simulate real client interactions, undetected by your front-line staff. As with monitoring, these calls are digitally recorded, evaluated, and made accessible to your management team via our secure web site for coaching and feedback. Mystery calling offers greater control over call types and scenarios and enables you to exert some influence over call flow. This is advantageous if, for instance, you wish to evaluate your team’s troubleshooting skills, but only 10% of your incoming calls are related to repair questions. At times, a combination of monitoring and mystery calling can offer the best result.