Did you know that customer experience research companies can assist with compliance investigations? How do you know your employees are working as you trained them? On education phone calls, is what they’re saying legal? The risk is yours … not the employee’s right?
Concern Shared
A government organization approached Confero with an important compliance need. Essentially, they wanted to learn if associates at post-secondary schools used appropriate language when talking with students. Were they sharing appropriate information on topics such as graduation rates, incomes for possible jobs after earning a degree, and promises about financial aid? Were employees stating things accurately and within the law? Essentially, is what they’re saying legal?
Mystery Shoppers Evaluate What’s Being Told to Prospective Students
Confero helped the organization by arranging visit and phone call mystery shops. The organization provided different personas for the shoppers to use, so that the scenarios would include a mix of different schooling needs situations.
Then, mystery shoppers posed as potential students. They asked questions about the programs, reporting on what they were told.
Compliance Evaluation Gives Insight
Knowing what information was actually being shared was very helpful. It could be evaluated to see if what they were saying was legal.
The company used the information to understand how employees at post-secondary institutions conveyed information. Also, it was used it to learn if what they’re saying was legal and within guidelines.
To learn about other instances of Confero helping organizations and businesses, click here.
