Potential 70% Reduction in Compliance Violations in a Quarter with Mystery Shopper Program

A Fortune 100 enterprise sought mystery shopper services to redesign their self-audit program, aiming to improve compliance with federal regulations and avoid costly penalties. Through a tailored mystery shopper program, Northridge conducted outbound test calls into the client’s global contact centers, measuring the agents’ fulfillment of key scoring components.
Through detailed analytics and reporting, Northridge was able to offer key insights, targeting areas of opportunity to improve compliance and limit financial risk.

At the onset of the mystery shopper program, Northridge identified nearly 200 federal compliance failures, placing the company at risk to incur millions of dollars in potential fines.
Through test call analysis and detailed reporting, Northridge was able to provide our client with actionable, targeted feedback to improve compliance across contact centers by 14%.
In partnership with our client, Northridge helped reduce their potential financial exposure by over 70% in three months.

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