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.