Jan 06 2009
Vocazilla - friend or foe?
Vocazilla is a system that mystery-shopping companies use to record phone call mystery shops. The mystery shopper will dial an 800 number to access the system and use the phone keypad to enter in an access code and a verification code. Vocazilla will then dial the number for you and start recording your phone shop.
The good - using the Vocazilla system usually means that you do not have to be a diligent with your note taking during your phone call and can concentrate more on what you are saying as when the call is over you will be able to listen to the recording of the call. After your ‘do I really sound like that?’ moment you will be able to make your notes when listening to the recording. Realistically I always assume that anything mechanical will fail when I’m using it and still take notes while on the phone.
The bad - the entire mystery shop has been recorded so if you state that the employee you shopped had a bad attitude the voice on that recording had better not be all cheerful and perky. I usually make myself a little post-it note of questions to ask, or points that I need to cover when making the phone call.
The ugly - your entire mystery shop has been recorded. Please be aware of ambient noises BEFORE making your phone call. Some mystery shopping companies will disallow your shop if there are kids screaming or dogs barking in the background of your phone call. DO NOT type while you are on the phone - Vocazilla will record the keyboard sounds as static in the recording. It is also best to use a landline phone and not a cordless or a cell phone during phone mystery shops. I actually have a landline phone that I will plug in if I am shopping by phone - the rest of the time it’s a cordless.
