Quality Monitoring

Mystery Shopping & Surveys

A Real-Time, Real-World Diagnostic of Agent Performance

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Real Time Customer Interactions

Our Approach

Highlighting Critical Behaviors Through Real-Time Customer Interactions

It’s critical for today’s Contact Center agents to be able to assist customers in a wide range of scenarios, from making a purchase to resolving a service issue. In order to assess the continued effectiveness of front-line personnel, businesses should consider a mystery shopping and survey program.

Our Approach

The Benefits of Mystery Shopping

Northridge’s mystery shopping & survey program allows businesses to test program and process adherence. While different from other quality monitoring programs, it complements them 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 on specific areas of importance for an organization.

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Mystery Shopper Assessing Agent
Global Mystery Shopping Contact Center Optimization

Northridge Success

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.

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Our Solutions

Key Offerings of Northridge’s Mystery Shopping & Survey 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 & Evolving Scenarios

Measure the service baseline, identify critical service gaps and pinpoint key service issues. Coordinate with the client on continuously evolving scripts and scenarios that utilize adaptive and agile language, allowing for unique, fresh experiences that are highly targeted to business success drivers.


Real-Time Results

Monitor performance through real-time interactions with customer service representatives. Based on the scenarios and key program goals, identify performance gaps and report on areas of improvement that will drive desired agent behavior.

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring

How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...

Additional Quality Monitoring Services

Quality Program Assessment & Redesign

Voice of the Customer

Contact Center Compliance Monitoring


Omni-channel Quality Monitoring

Contact Center Speech Analytics


Customer Churn Analytics

Competitive Benchmarking


Training & Coaching Assessment

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

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