{"id":7695,"date":"2026-09-17T07:47:37","date_gmt":"2026-09-17T06:47:37","guid":{"rendered":"https:\/\/www.ftmafo.de\/mystery-calls\/"},"modified":"2026-09-18T14:39:28","modified_gmt":"2026-09-18T13:39:28","slug":"mystery-calls","status":"publish","type":"page","link":"https:\/\/www.ftmafo.de\/en\/mystery-calls\/","title":{"rendered":"Mystery Calls"},"content":{"rendered":"
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MYSTERY CALLS<\/h1>[\/vc_column_inner][vc_column_inner][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:SEND%20INQUIRY” ttlab_button_classes=”btn-cover-green more-padding btn-center-in-mobile”][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column][vc_empty_space]

FIELD SERVICE MYSTERY CALLS<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737011909969{margin-top: 20px !important;margin-bottom: 0px !important;}”]As an experienced provider of mystery calls, we support agencies, market researchers, and institutes in conducting covert test calls<\/b> to gather valuable data and practical insights. We uncover weaknesses and problem areas in call interactions and help address them systematically. Our test calls actively contribute to improving service quality and deliver precise feedback to optimize your customer communication.[\/vc_column_text][\/vc_column][\/vc_row][vc_row column_padding=”5″ css=”.vc_custom_1644351963420{margin-top: 60px !important;margin-bottom: 60px !important;}” el_class=”swap-on-mobile extra-space”][vc_column width=”1\/2″][vc_single_image image=”6515″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1738787793643{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][vc_column width=”1\/2″]

Foerster & Thelen \u2013 Germany\u2019s No. 1 for field research<\/h2>[vc_empty_space][ttlab_lists_container ttlab_list_style=”ttlab-list-style–checkicon”][ttlab_lists_item ttlab_lists_item_title=”Germany\u2019s leading field service provider”][ttlab_lists_item ttlab_lists_item_title=”Expertise in Mystery Calling”][ttlab_lists_item ttlab_lists_item_title=”mehrere 1.000 Mystery-Checks pro Jahr”][ttlab_lists_item ttlab_lists_item_title=”More than 1,500 trained testers and callers nationwide”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815249400{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column][vc_empty_space height=”35px”]
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CERTIFICATIONS AND MEMBERSHIPS:<\/h2>[vc_column_text css=”.vc_custom_1789107618366{margin-bottom: 0px !important;}”]\n
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OUR SERVICE PORTFOLIO AS THE LEADING MYSTERY CALLING DATA COLLECTOR:<\/h2>[vc_empty_space height=”35px”][vc_row_inner el_class=”ft_service_container” css=”.vc_custom_1730812160078{margin-top: 30px !important;}”][vc_column_inner]
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Quality Check<\/div><\/div>
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Call Center Tests<\/div><\/div>
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Telephone Store Checks<\/div><\/div>
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Industry Checks<\/div><\/div>
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Promotion Checks<\/div><\/div>
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Telephone Feedback Checks<\/div><\/div>
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Customer Opinion Collection<\/div><\/div>
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Process and Workflow Analysis<\/div><\/div>
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Complaint Management Review<\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815055432{margin-top: 45px !important;}”][vc_column width=”1\/2″]

Mystery calls implemented professionally<\/h2>[vc_empty_space height=”20px”]

For agencies, market researchers and institutes<\/p>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737013291484{margin-bottom: 0px !important;}”]As a specialist in mystery calling, Foerster & Thelen Marktforschung Feldservice GmbH supports agencies and market research institutes in collecting test call data.<\/b><\/p>\n

As an experienced partner, we offer you support with:[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Collection of relevant data on customer communication”][ttlab_lists_item ttlab_lists_item_title=”Identification of improvement potential”][ttlab_lists_item ttlab_lists_item_title=”Capture of customer satisfaction insights”][\/ttlab_lists_container][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6519″ img_size=”500×500″ alignment=”center” css=””][\/vc_column][vc_column width=”12\/12″]

Why Foerster & Thelen?<\/p>[vc_empty_space height=”30px”][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Excellent data quality:<\/strong> Reliable, unambiguous data collection for well-founded decisions”][ttlab_lists_item ttlab_lists_item_title=”Fast evaluation:<\/strong> Prompt delivery of data for swift analysis”][ttlab_lists_item ttlab_lists_item_title=”Tailored solutions:<\/strong> Custom test calls designed exactly around your research needs”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730815488013{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column]

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COMMISSION DATA COLLECTION<\/div>
CONTACT US<\/div>[\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column][\/vc_row][vc_row column_padding=”5″ css=”.vc_custom_1644351963420{margin-top: 60px !important;margin-bottom: 60px !important;}” el_class=”swap-on-mobile extra-space”][vc_column width=”1\/2″][vc_single_image image=”6522″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1738787856663{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][vc_column width=”1\/2″]

Foerster & Thelen: your partner for high-quality telephone mystery checks<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737015632134{margin-bottom: 0px !important;}”]Does your client want to ensure that the company’s telephone customer service meets the highest standards? Foerster and Thelen supports agencies, market researchers, and institutes in analyzing and optimizing the quality of customer communication through professional mystery calling.[\/vc_column_text]

How we can help you:<\/p>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737015063765{margin-bottom: 0px !important;}”]With covert test calls, our experienced testers check whether call center staff optimally deliver service, consultation, and presence. We simulate real inquiries to objectively assess whether quality standards are being met. This allows us to identify opportunities for improvement and help sustainably increase customer satisfaction.[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815055432{margin-top: 45px !important;}”][vc_column width=”1\/2″]

Our approach \u2013 tailored and precise:<\/p>[vc_empty_space][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Custom test scenarios:<\/strong> Together with you, we develop tests that fit the company\u2019s requirements perfectly.”][ttlab_lists_item ttlab_lists_item_title=”Detailed checklists:<\/strong> Our trained testers work with clearly defined criteria covering waiting time, answer quality, friendliness and closing behaviour.”][ttlab_lists_item ttlab_lists_item_title=”Realistic enquiries:<\/strong> The tests are designed to blend into everyday call-centre operations and deliver authentic results.”][\/ttlab_lists_container][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6525″ img_size=”500×500″ alignment=”center” css=””][\/vc_column][\/vc_row][vc_row column_padding=”5″ css=”.vc_custom_1644351963420{margin-top: 60px !important;margin-bottom: 60px !important;}” el_class=”swap-on-mobile extra-space”][vc_column width=”1\/2″][vc_single_image image=”6528″ img_size=”500×500″ style=”vc_box_rounded” css=”.vc_custom_1738787964008{border-radius: 10px !important;}” el_class=”align-center-mb”][\/vc_column][vc_column width=”1\/2″]

What we review:<\/p>[vc_empty_space][vc_column_text css=”.vc_custom_1737015467677{margin-bottom: 0px !important;}”]Our test callers can examine a wide range of aspects to comprehensively evaluate the quality of a customer service:[\/vc_column_text][ttlab_lists_container ttlab_list_style=”ttlab-list-style–checkicon”][ttlab_lists_item ttlab_lists_item_title=”Response time: How quickly is the call answered by an employee?”][ttlab_lists_item ttlab_lists_item_title=”Competence:<\/strong> Can the enquiry be answered directly and with expertise?”][ttlab_lists_item ttlab_lists_item_title=”Quality of answers:<\/strong> How precise and helpful are the employee\u2019s answers?”][ttlab_lists_item ttlab_lists_item_title=”Individual support:<\/strong> Does the employee respond to the caller\u2019s needs and prior knowledge?”][ttlab_lists_item ttlab_lists_item_title=”Friendliness and empathy:<\/strong> How friendly and attentive is the employee during the call?”][ttlab_lists_item ttlab_lists_item_title=”Closing behaviour:<\/strong> Does the employee actively work towards a positive close, for example by offering a solution, a product or further support?”][ttlab_lists_item ttlab_lists_item_title=”Initiative:<\/strong> Does the employee make an effort to fully resolve the request and provide additional helpful information?”][ttlab_lists_item ttlab_lists_item_title=”Call structure:<\/strong> Is the conversation clear, goal-oriented and professional?”][ttlab_lists_item ttlab_lists_item_title=”Adherence to standards:<\/strong> Are key requirements, such as addressing the caller by name or using defined phrasing, applied consistently?”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row][vc_column]

What do agencies and market researchers measure with data collected by Foerster & Thelen?<\/div>[vc_empty_space][vc_column_text css=”.vc_custom_1737022129029{margin-bottom: 0px !important;}”]\n

Through this detailed review, you learn how well staff members are at closing customer inquiries while optimally leveraging potential sales opportunities.<\/p>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730815055432{margin-top: 45px !important;}”][vc_column width=”1\/2″]

The best data for your analysis:<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737022552521{margin-bottom: 0px !important;}”]Based on the results, we can help you develop concrete action and training recommendations<\/strong> to work specifically on your team’s strengths and weaknesses. This gives your staff valuable feedback, and your customer service is sustainably strengthened.[\/vc_column_text][vc_column_text el_class=”text-green” css=”.vc_custom_1737027752314{margin-bottom: 0px !important;}”]Check the quality of telephone customer contact now \u2013 with mystery calling from Foerster and Thelen.<\/b>[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6531″ img_size=”500×500″ alignment=”center” css=””][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730820948913{padding-top: 55px !important;background-color: #ADBF3C !important;border-color: #ADBF3C !important;}” el_class=”bg-gradient”][vc_column][vc_row_inner is_fullwidth_content=”false” css=”.vc_custom_1730820111027{margin-top: 20px !important;margin-bottom: 20px !important;background-color: #EEEEEE00 !important;}”][vc_column_inner][vc_raw_html css=””]PGgyIGNsYXNzPSJ0dGxhYi1zdWJoZWFkaW5nIHR0bGFiLXN1YmhlYWRpbmctLXcgdHRsYWItc3ViaGVhZGluZy0taDIgdGV4dC1jZW50ZXIgdGV4dC13aGl0ZSI+PGRpdiBjbGFzcz0iY3RhLXRpdGxlLS1sb3dlciI+Q09OVEFDVCBVUyBOT1cgRk9SIFlPVVIgRlJFRSwgTk8tT0JMSUdBVElPTiBRVU9URSE8L2Rpdj48L2gyPg==[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=”.vc_custom_1730820006233{margin-top: 80px !important;padding-top: 20px !important;padding-bottom: 20px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2024\/11\/05.mystery-shopping-background-ctas_foerster_thelen.webp?id=6237) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”center-cta3buttons”][vc_column_inner]
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How mystery calling supports business success:<\/h2>[vc_empty_space height=”20px”]
Phases of a successful mystery shopping project:<\/div>[\/vc_column][vc_column width=”7\/12″][ttlab_lists_container ttlab_lists_container_classes=”num-list strong-green list-separate”][ttlab_lists_item ttlab_lists_item_title=”Improved customer satisfaction:<\/strong> By identifying and specifically fixing weaknesses in telephone service, customers feel better understood and supported. That builds trust and strengthens loyalty to your company.”][ttlab_lists_item ttlab_lists_item_title=”Increased sales:<\/strong> A well-trained employee makes the most of sales potential \u2013 through cross-selling, up-selling or by closing an enquiry in a way that convinces the customer and builds long-term loyalty.”][ttlab_lists_item ttlab_lists_item_title=”Greater efficiency:<\/strong> Detailed test results let you invest in the right training instead of spreading resources thinly. That saves time and cost and keeps your team focused on the right levers.”][ttlab_lists_item ttlab_lists_item_title=”Positive brand image:<\/strong> Reliable, friendly and competent service leaves a lasting impression. An excellent reputation as a customer-focused company can attract new customers and retain existing ones.”][ttlab_lists_item ttlab_lists_item_title=”Measurable success:<\/strong> Systematic review and optimisation of service processes make progress visible. You can track the direct impact on customer ratings, repeat-purchase rates and sales growth.”][ttlab_lists_item ttlab_lists_item_title=”Detailed, objective data collection:<\/strong> We capture data against clearly defined criteria, from response times and conversation management to sales and closing orientation. Reports are clear and practical, so you can derive actions you can implement immediately.”][\/ttlab_lists_container][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1737029913500{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column][vc_row_inner css=”.vc_custom_1737479556105{background-color: #AABE3F !important;border-radius: 20px !important;}” el_class=”container-especial-3″][vc_column_inner css=”.vc_custom_1737029281569{padding-top: 40px !important;padding-right: 40px !important;padding-bottom: 40px !important;padding-left: 40px !important;border-radius: 20px !important;border-color: #AABE3F !important;}”][vc_single_image image=”6489″ img_size=”full” alignment=”center” css=””][vc_column_text el_class=”text-white” css=”.vc_custom_1737029868768{margin-bottom: 0px !important;}”]\n

With Foerster & Thelen as an experienced field service provider, agencies and market research institutes receive precise and reliable data on the quality of customer interactions<\/b>, forming a solid foundation for developing concrete optimization approaches for their clients.<\/p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1737029920328{margin-top: 40px !important;margin-bottom: 40px !important;}”][vc_column]

How mystery calling supports business success:<\/h2>[vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737029356206{margin-bottom: 0px !important;}”]Our mystery projects have already helped optimize customer service in numerous industries, including:[\/vc_column_text][ttlab_lists_container][ttlab_lists_item ttlab_lists_item_title=”Marktforschung”][ttlab_lists_item ttlab_lists_item_title=”Public institutions”][ttlab_lists_item ttlab_lists_item_title=”Banks and insurance”][ttlab_lists_item ttlab_lists_item_title=”Tourism and travel”][ttlab_lists_item ttlab_lists_item_title=”Advertising and communications agencies”][ttlab_lists_item ttlab_lists_item_title=”Einzelhandel”][ttlab_lists_item ttlab_lists_item_title=”Hotels, restaurants and hospitality”][ttlab_lists_item ttlab_lists_item_title=”Telekommunikation”][\/ttlab_lists_container][vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737029485722{margin-bottom: 0px !important;}”]Thanks to this cross-industry experience, we are able to offer tailored solutions for a wide range of requirements.[\/vc_column_text][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730815488013{margin-top: 45px !important;margin-bottom: 45px !important;}”][vc_column]
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COMMISSION DATA COLLECTION<\/div>
CONTACT US<\/div>[\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column][\/vc_row][vc_row css=”.vc_custom_1732224378605{margin-top: 60px !important;margin-bottom: 10px !important;}”][vc_column]

About Foerster & Thelen Marktforschung GmbH<\/h2>[vc_empty_space height=”30px”][vc_column_text css=”.vc_custom_1737480352299{margin-bottom: 0px !important;}”]Foerster & Thelen Marktforschung GmbH<\/b> is one of the leading providers of field services in the area of market and opinion research in Germany.<\/b> Since its founding in 1977, the company has developed into one of the largest independent providers of data collection services and offers comprehensive field services both nationally and internationally.<\/p>\n

With an experienced team, the company conducts approximately 1.5 million interviews annually, covering a wide range of methods, including CATI, CAWI, CLT, POS and social science surveys, as well as mystery checks and home-use tests. Over 1,500 interviewers from across Germany<\/b> ensure that even hard-to-reach target groups can be effectively surveyed.<\/p>\n

Foerster & Thelen Marktforschung GmbH is distinguished by its high capacity and flexibility, making it a preferred partner for large-scale research projects. The company specializes in conducting complex studies with the highest demands on data quality, in both B2B and B2C sectors.<\/b><\/p>\n

The services offered include face-to-face surveys, mystery research, mobile data collection in retail, online surveys, and mixed-mode projects,<\/b> in which various collection methods are combined. With over 100 web-enabled CATI stations and centrally located test studios, Foerster & Thelen offers a modern infrastructure that creates ideal conditions for qualitative market research.<\/p>\n

Through the high quality and flexibility of its services, Foerster & Thelen Marktforschung Feldservice GmbH has earned the trust of numerous renowned clients. They value the reliable and straightforward collaboration as well as the ability to deliver high-quality results even under challenging conditions.<\/p>\n

As an experienced provider in empirical research, Foerster & Thelen places great emphasis on strict quality standards and continuous innovation, making the company an indispensable partner for organizations that rely on precise and well-founded analyses.[\/vc_column_text][\/vc_column][\/vc_row][vc_row fullwidth=”true” css=”.vc_custom_1730820948913{padding-top: 55px !important;background-color: #ADBF3C !important;border-color: #ADBF3C !important;}” el_class=”bg-gradient”][vc_column][vc_row_inner is_fullwidth_content=”false” css=”.vc_custom_1730820111027{margin-top: 20px !important;margin-bottom: 20px !important;background-color: #EEEEEE00 !important;}”][vc_column_inner][vc_raw_html css=””]PGgyIGNsYXNzPSJ0dGxhYi1zdWJoZWFkaW5nIHR0bGFiLXN1YmhlYWRpbmctLXcgdHRsYWItc3ViaGVhZGluZy0taDIgdGV4dC1jZW50ZXIgdGV4dC13aGl0ZSI+IDxkaXYgY2xhc3M9ImN0YS10aXRsZS0tdXBwZXIiPiBXT1VMRCBZT1UgTElLRSBJTkRJVklEVUFMIENPTlNVTFRJTkcgRk9SIFlPVVIgUFJPSkVDVD88L2Rpdj48ZGl2IGNsYXNzPSJjdGEtdGl0bGUtLWxvd2VyIj5DT05UQUNUIFVTIE5PVyBGT1IgWU9VUiBGUkVFLCBOTy1PQkxJR0FUSU9OIFFVT1RFITwvZGl2PjwvaDI+[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=”.vc_custom_1730820006233{margin-top: 80px !important;padding-top: 20px !important;padding-bottom: 20px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2024\/11\/05.mystery-shopping-background-ctas_foerster_thelen.webp?id=6237) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”center-cta3buttons”][vc_column_inner]

[vc_row css=”.vc_custom_1730804788436{background-color: #81D74200 !important;}” el_class=”kontak_cta”][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1732224378605{margin-top: 60px !important;margin-bottom: 10px !important;}”][vc_column width=”1\/2″]

Comprehensive project planning and delivery<\/h2>[vc_empty_space height=”30px”][vc_column_text css=”.vc_custom_1737014288470{margin-bottom: 0px !important;}”]Foerster & Thelen handles the complete planning and coordination of your projects<\/b> \u2013 from recruiting and training test callers to technical execution and comprehensive quality control. You receive regular updates on project progress and always have a dedicated contact person who supports you throughout the entire process.[\/vc_column_text][vc_column_text css=”.vc_custom_1737014306596{margin-bottom: 0px !important;}”]Through our many years of experience and our broad range of methods, we can implement even complex study designs. If you have special requirements, please contact us \u2013 we will develop customized solutions for your mystery calls together with you<\/b> and ensure that all your specifications are professionally implemented.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6247″ img_size=”500×500″ alignment=”center” style=”vc_box_rounded” css=”.vc_custom_1730798471822{border-radius: 10px !important;}”][\/vc_column][\/vc_row][vc_row fullwidth=”true”][vc_column][vc_row_inner is_fullwidth_content=”false”][vc_column_inner]
[vc_row el_class=”container-especial-2 contact-cta” css=”.vc_custom_1644503858855{margin-top: 60px !important;margin-bottom: 60px !important;}”][vc_column]

CONTACT US NOW!<\/h2>

Get in touch and benefit from our expertise in mystery shopping projects<\/p>[\/vc_column][vc_column width=”1\/2″][vc_single_image image=”6253″ alignment=”right” style=”vc_box_circle_2″ css=”.vc_custom_1730799483222{margin-top: 15px !important;}” el_class=”align-center-mobil”][\/vc_column][vc_column width=”1\/2″][vc_column_text el_class=”text-especial-1″ css=”.vc_custom_1730799359076{margin-bottom: 0px !important;}”]Marcus Mattern
\nHead of POS[\/vc_column_text][ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:tel%3A%2B49(0)234-50-250|title:%2B49%20(0)%20234%20-%2050%20-%20250″ ttlab_button_classes=”margin-especial-1″][ttlab_button ttlab_button_style=”ttlab-button–style2″ ttlab_button_url=”url:mailto%3Amattern.marcus%40ftmafo.de|title:mattern.marcus%40ftmafo.de” ttlab_button_classes=”margin-especial-1″][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space height=”250px” el_class=”bg-green margin-top–250px”][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1730825698579{margin-top: 60px !important;}”][vc_column]

FAQ \u2013 Frequently asked questions about mystery calling<\/h2>[vc_empty_space height=”30px”]
For potential partners<\/div>[vc_tta_accordion title_tag=”p” section_title_tag=”h2″ style=”outline” color=”white” spacing=”35″ c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” el_class=”re-style-accordion” css=”.vc_custom_1730831172432{margin-top: 30px !important;}”][vc_tta_section title=”What are mystery calls?” tab_id=”1730806172872-75d76bd4-297e”][vc_column_text css=”.vc_custom_1737481498566{margin-bottom: 0px !important;}”]Mystery calls, also referred to as test calls or covert calls, are targeted test calls in which a trained tester simulates a predefined scenario. The caller evaluates the quality of telephone customer contact according to established criteria such as accessibility, friendliness, and professional competence. The goal is to gather objective information that contributes to improving service quality and customer orientation.[\/vc_column_text]

MORE INFORMATION AND CONTACT:<\/h2>[vc_row_inner el_class=”bg-gradient” css=”.vc_custom_1737482913792{margin-top: 30px !important;}”][vc_column_inner]
[vc_row css=”.vc_custom_1730804788436{background-color: #81D74200 !important;}” el_class=”kontak_cta”][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–right” ttlab_button_url=”url:tel%3A%2B49(0)23450740|title:%2B49%20(0)%20234-50-740″ ttlab_button_classes=”btn_icon btn_icon–phone btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:mailto%3Ainfo%40ftmafo.de|title:info%40ftmafo.de” ttlab_button_classes=”btn_icon btn_icon–mail btn-center-in-mobile”][\/vc_column][vc_column width=”1\/3″][ttlab_button ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:Contact%20form” ttlab_button_classes=”btn_icon btn_icon–formula btn-center-in-mobile open-contact” ttlab_heading_tag=””][\/vc_column][\/vc_row]\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_tta_section][vc_tta_section title=”How does a test call work?” tab_id=”1737481710618-98f36a2d-c4fa”][vc_column_text css=”.vc_custom_1737481741868{margin-bottom: 0px !important;}”]Trained testers conduct test calls in our call center based on previously developed, individually tailored test scenarios and checklists. These scenarios are specifically adapted to the requirements and objectives of the respective company. During the call, aspects such as wait time, friendliness, quality of responses, and closing behavior are evaluated. After the test is completed, a detailed analysis can be conducted to help you contribute to optimizing telephone customer contact.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What criteria are reviewed in a mystery call?” tab_id=”1737481744500-0ee6fcac-c145″][vc_column_text css=”.vc_custom_1737481784155{margin-bottom: 0px !important;}”]The criteria can be adapted according to individual requirements.<\/p>\n

Review criteria include, for example:[\/vc_column_text][mk_custom_list]\n

    \n
  • Accessibility:<\/b> How quickly is the call answered?<\/li>\n
  • Greeting and name usage:<\/b> Is the customer greeted warmly and addressed correctly?<\/li>\n
  • Professional competence:<\/b> Is the staff member knowledgeable and able to provide competent answers?<\/li>\n
  • Engagement and service orientation:<\/b> Does the staff member show genuine interest in the inquiry and offer solutions?<\/li>\n
  • Active listening:<\/b> Is the caller treated attentively and empathetically?<\/li>\n
  • Closing behavior:<\/b> Is the call concluded professionally?<\/li>\n<\/ul>\n[\/mk_custom_list][\/vc_tta_section][vc_tta_section title=”Why should I have covert test calls conducted?” tab_id=”1737481876079-4c27de43-8c0a”][vc_column_text css=”.vc_custom_1737481966132{margin-bottom: 0px !important;}”]Test calls provide valuable insights into the actual quality of your telephone customer communication. They can uncover weaknesses that affect both customer satisfaction and employee performance. By having tests conducted regularly, you can continuously improve the quality of your customer service and ensure that your team always works in accordance with company guidelines and quality standards.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How do mystery calls differ from other test methods such as mystery emails or mystery chats?” tab_id=”1737481967935-5c8cb107-9847″][vc_column_text css=”.vc_custom_1737481995979{margin-bottom: 0px !important;}”]Unlike mystery emails, in which testers send inquiries via email, and mystery chats, in which they use digital channels such as live chats, mystery calls refer to telephone test calls. While test calls directly evaluate the conversational behavior of staff on the phone, mystery emails and mystery chats enable an analysis of written customer contact.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What is the goal of test calls?” tab_id=”1737481997854-15e7bc24-8238″][vc_column_text css=”.vc_custom_1737482028867{margin-bottom: 0px !important;}”]The main goal is to measure and optimize the quality of telephone customer contact. This includes not only technical accessibility, but also the friendliness, professional competence, and service orientation of staff. By improving these areas, you increase customer satisfaction, optimize customer service, and ultimately enhance the company’s success.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Who conducts the calls?” tab_id=”1737482030700-1f6674a1-8034″][vc_column_text css=”.vc_custom_1737482062506{margin-bottom: 0px !important;}”]Our calls are conducted by trained testers who are specifically prepared for the needs of the respective company. These testers have extensive experience and are able to provide objective and detailed evaluations. If needed, the tested staff receive direct feedback to identify and implement improvement potential.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How often should I have tests conducted?” tab_id=”1737482064148-eb6c187f-17aa”][vc_column_text css=”.vc_custom_1737482099587{margin-bottom: 0px !important;}”]The frequency of tests depends on the individual needs of the company. Many companies conduct regular tests to ensure that quality standards are continuously maintained. Depending on company size and complexity, it may be useful to conduct mystery calls at certain intervals or at special times.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How can I request test calls for my company?” tab_id=”1737482101805-a32395db-1506″][vc_column_text css=”.vc_custom_1737482135602{margin-bottom: 0px !important;}”]You can contact us at any time without obligation to receive further information or commission a project. Our experienced team will be happy to advise you, develop an individual concept for your tests, and ensure that the covert calls are seamlessly integrated into your existing processes.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Are mystery calls \/ test calls permitted?” tab_id=”1737482138043-af6ccd74-39e7″][vc_column_text css=”.vc_custom_1737482357554{margin-bottom: 0px !important;}”]Yes, covert test calls are permitted in Germany, provided they are organized transparently, proportionately, and in compliance with data protection regulations. However, certain legal requirements must be met:[\/vc_column_text][vc_column_text css=”.vc_custom_1737482248299{margin-bottom: 0px !important;}”]Consent of those involvedCompanies whose employees are being tested must be informed in advance that test calls may take place as part of quality assurance measures. General consent from the company is required. However, individual employees do not need to be informed in advance about specific calls.[\/vc_column_text][vc_column_text css=”.vc_custom_1737482320765{margin-bottom: 0px !important;}”]\n

    Data protectionThe General Data Protection Regulation (GDPR) must be strictly complied with. This means, in particular, that recorded conversations may only be stored or evaluated with the explicit consent of the persons concerned.[\/vc_column_text][vc_column_text css=”.vc_custom_1737482383816{margin-bottom: 0px !important;}”]\n

    Employment lawTest calls must not constitute unlawful employee surveillance. They must be aimed at quality assurance and must not be misused for individual performance monitoring.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_row fullwidth=”true” el_class=”home-cover cover-landing” css=”.vc_custom_1737011785401{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 90px !important;padding-right: 0px !important;padding-bottom: 90px !important;padding-left: 0px !important;background-image: url(https:\/\/www.ftmafo.de\/wp-content\/uploads\/2025\/01\/01.mystery-calls-leistung.webp?id=6427) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_column el_class=”pos-relative”][vc_row_inner el_class=”cover-landing–adjust text-center”][vc_column_inner css=”.vc_custom_1730809632716{margin-bottom: 50px !important;}”][\/vc_column_inner][vc_column_inner][ttlab_button ttlab_button_align=”ttlab-text-align–center” ttlab_button_url=”url:https%3A%2F%2Fwww.ftmafo.de%2Fen%2Fcontact%2F|title:SEND%20INQUIRY” ttlab_button_classes=”btn-cover-green more-padding btn-center-in-mobile”][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=”.vc_custom_1650398649235{margin-top: 45px !important;}”][vc_column][vc_empty_space][vc_empty_space height=”20px”][vc_column_text css=”.vc_custom_1737011909969{margin-top: 20px !important;margin-bottom: 0px !important;}”]As an experienced provider of mystery calls, […]<\/p>\n","protected":false},"author":3,"featured_media":6647,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-7695","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages\/7695","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/comments?post=7695"}],"version-history":[{"count":0,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/pages\/7695\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/media\/6647"}],"wp:attachment":[{"href":"https:\/\/www.ftmafo.de\/en\/wp-json\/wp\/v2\/media?parent=7695"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}