Highlighting critical behaviors through real-time customer interactions
It’s critical for today’s call center agents 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 continued effectiveness of front-line personnel, businesses should consider a Mystery Shopping program.
The Benefits of Mystery Shopping
Northridge’s Mystery Shopping 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.
Months of Mystery Shopping
Improvement in Compliance Across Contact Centers
Reduction in Potential Compliance Violations
Key Offerings of Northridge’s 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
Measure the service baseline, identify critical service gaps and pinpoint key service issues. Coordinate with the client on continuously evolving scripts and scenarios to allow for unique, fresh experiences that are highly targeted to business success drivers.
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’s Quality Monitoring Solutions
At Northridge, our approach to quality monitoring focuses on customer impact and helping your organization continuously improve the customer experience.