Mystery Shopping
The Northridge Group – A Leading Management Consulting Firm
Quality Monitoring
A Real-time diagnostic view of agent performance
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.
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.
Mystery shopping & survey solutions
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.
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The NRG Assessment
Would a full assessment of your contact center Quality Monitoring program help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
Quality Monitoring Solutions
Featuring experienced professionals and best-in-class advanced analytics, our Contact Center compliance monitoring services successfully convert data-based insights into desired business outcomes
Integrated Data Analytics
speech Analytics
Scalability
Secure Technology Infrastructure
Business Intelligence Reporting
Monitoring Sophistication
Advanced Analytics & Reporting
Program Design Knowledge
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I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
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