Real-Time Evaluation of Performance
It is critical for today’s customer service representatives to be able to assist customers on a wide range of scenarios, from making a purchase to resolving a service issue. In order to assess the effectiveness of your customer service representatives for specific skills, businesses should consider a Mystery Shopping program to test program and process adherence.
Mystery shopping is a real-time, real-world diagnostic that can identify and address a multitude of immediate opportunities with front-line customer service personnel. These programs, while different from a Quality Monitoring program, complement each other nicely. Quality Monitoring programs provide a holistic view into many types of customer interactions, while telephone Mystery Shopping allows a highly-targeted approach to the types of customer insights gleaned by controlling the tone and purpose of the call. The insights are very focused to specific areas of importance for an organization.
Key Offerings of the Mystery Shopping Program:
- Targeted Program Goals: Identify critical program goals and desired outcomes such as: adherence to current corporate standards, specific business objectives, compliance with regulations, and soft skills expected of customer service representatives.
- Measurement and Evolving Scenarios: Northridge will measure the service baseline and identify critical service gaps and pinpoint the key service issues. Northridge coordinates with the client on continuously evolving scripts and scenarios to allow for unique, fresh experiences that are highly targeted to business success drivers.
- Real-time Results: Northridge Assessors monitor performance through real-time interactions with customer service representatives. Based on the scenarios and key program goals, Northridge identifies the performance gaps and reports on areas of improvement that will drive desired agent behavior.
With the increased magnification of customer service issues, it’s more important than ever to be proactive. Our telephone mystery shopping program defines specific areas of targeted improvement based on delivering key business goals with top-tier performance.