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NEWS25 June 2012

William Hill to use Intersperience for summer mystery shopping

New business UK

UK— William Hill has appointed Intersperience to mystery shop its telephone betting services across the UK this summer.

The bookmakers have asked Intersperience to conduct a series of 400 mystery shopping calls over the busy summer of sport.

Events include the London 2012 Olympics, Goodwood and the England v South Africa Test. The contract will expire just after the start of the new football season.

Intersperience will use its Soft Skills Benchmarking methodology to assess skills during four stages of a customer’s interaction on the phone. Chief executive Paul Hudson said: “Our team will provide a detailed and objective evaluation of the customer experience during what will be an exceptionally exciting summer for sporting bets.”

Chris Kenny, UK operations manager for William Hill, added: “Summer 2012 is shaping up to be a thrilling summer for our customers with so many sporting events to choose from.”