Mystery Calls: The Truth Behind Phone Service

When was the last time you truly listened to how your brand sounds over the phone? In a world where digital touchpoints multiply by the day, one thing remains constant: your customer service team’s voice can make — or break — the customer experience. That’s where BARE International’s Mystery Phone Calls come in. 

What Are Mystery Calls?

Mystery Calls are a powerful CX evaluation tool that lets you hear your brand exactly as customers do.  

Our expert evaluators make real calls to your locations, posing as potential or existing customers. Using cutting-edge technology, interactions may or may not be recorded depending on the project. In both cases, we assess every step of the call to uncover what happens when no one is watching. 

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What We Evaluate — And Why It Matters 

Timeliness
How long does it take to answer? Are customers placed on hold for too long? Fast and responsive service sets the tone for the entire interaction. 

Behavior & Soft Skills
Politeness, enthusiasm, and professionalism aren’t just nice-to-haves — they’re brand essentials. We evaluate the human touch that makes your service memorable. 

Technical Proficiency
Is your staff confident when providing information about products, prices, or availability? We examine the depth of knowledge shared with your customers. 

Speech Conformity
Are brand standards being followed? From approved phrases to tone of voice, we ensure consistency in communication across all locations. 

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Beyond Recording: Smart Call Grading

Every call is assessed using custom criteria tailored to your business. Our analysts break down results by department, call reason, region, and more — giving you real-world insights that drive strategic decisions. 

Whether you’re in hospitality, retail, healthcare, automotive, or any service-driven industry, Mystery Calls help you discover your blind spots and train your team to deliver excellence, every time. 

The Voice of Your Brand Matters

With BARE International’s Mystery Phone Calls, you gain more than a recording — you gain clarity. Because great service isn’t just seen, it’s heard.