An online education services provider was interested in what associates told prospective students when they called to get information about online courses. The associates can discuss certain topics, such as financial aid, types of jobs following education and transfer of credits, but legal requirements dictate what they can and cannot say regarding these topics.
Telephone mystery shopping was the perfect solution. Confero worked with the client to create detailed instructions for the shoppers, including information on what the mystery shoppers would be asked, and how to answer the questions to sound like typical callers to the education call center. Scenarios were customized to fit either a certificate or degree inquiry.
Over the years, the company saw improvements as shop results reported 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 helps the company comply with new regulations. When the company adds new standards for its phone associates, Confero adds these areas to the program so that shoppers can report on them. The result is a fluid program that meets the changing compliance needs of the company.
