Education Compliance Checks Were Needed – What are Employees saying?
An online education services provider was interested in what associates told prospective students. Education compliance checks were needed- What are employees saying? Of particular interest was when prospective students inquired about online courses.
Financial aid, types of jobs following education and transfer of credits can all be discussed by school associates. However, legal requirements dictate what they can and cannot say regarding these topics. Were prospective students getting the correct information? Was it being shared well and legally?
Telephone Mystery Shopping Program Designed
Telephone mystery shopping was the perfect solution. Confero worked with the client to create detailed instructions for the shoppers. Confero’s telephone mystery shop instructions included information on what the mystery shoppers would be asked. Also, it shared how they could answer the questions and sound like typical education center callers. Additionally, scenarios were customized to fit either a certain certificate or degree inquiry.
Confero’s Results Bring Improvements
Over the years, the company saw improvements as shop results were reported. They soon saw that more representatives followed the required call standards. Mystery shopping scores averaged 73% in 2017 and improved to 90% in 2019.
The flexibility of Confero’s service aids the company in complying with new regulations. When the company adds new standards for its phone associates, Confero adds these areas to their telephone mystery shopping program, too. So mystery shoppers can report on these updated protocols. The result is a fluid program that meets the changing compliance needs of this highly regulated online education services company.
Now, this education services provider has a Confero Telephone Mystery Shop program in place and they know what employees are saying.
Want to know more about Confero’s Telephone Mystery Shop Program offerings? Click here.
