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Frequently Asked Questions about working with Australian Quality Monitoring.

 

Who are we?

Australian Quality Monitoring (AQM) is an independent Australian organisation who provide a range of quality monitoring and improvement services to clients in a number of different industries such as travel, tourism, finance, government, direct marketing and education.

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What do we do?

We work on behalf of our clients to report back on the efficiency and effectiveness of their inbound and outbound contact channels and services.

We assess what areas they wish us to concentrate on and then employ teams to assist us in contacting the client site to simulate a scenario reflecting the way a normal customer would do either via inbound calls, outbound calls or email enquiries.

From these exercises we are able to provide feedback to our client in order for them to grow their business or improve their service.

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How do we do it?

Our workforce lets us create a team of people who best match the types of customers our clients normally speak to.

Our Shopper Project Team come from all walks of life and all areas and are able to commit varying amounts of time to projects.

By having access to different people willing to make calls on our behalf (and also earning money in the process!) we are able to assemble teams with relatively short notice.

This also allows AQM flexibility to best match what the client is looking to achieve and also allows you a flexible working schedule.

 

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How often will I be involved?

There are 2 main factors here,

1) You only need to get involved if you have the time or want to do the work - if you are not available to work when we advise of new opportunities - no worries, perhaps next time. Alternatively we find that some people find that the work fits in well with their other commitments and request additional work. Whenever possible (and if the work is available) we are happy to help.

2) The amount of work we get from our clients affects this also - we are of course reliant on our clients for our workload. This can and does vary enormously and will affect the number of callers we need and how often you may be contacted.

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How much will I get paid?

The amount will probably vary from each project you are involved in. Some clients pay by the hour, some by the call. Some projects involve minimum work and some rather more - these factors will also determine the rate of pay.

As a guideline we would say the amount may range from $12 - $25 per call scenario.

As you are important to us and as we wish to build up a reliable and motivated team we are careful to make sure that you are well rewarded for your efforts - that way you'll work with us again!

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What do I have to do?

This will vary again on the requirements of our clients but below is a typical scenario of how a project starts and your involvement.

1) AQM management sign a deal with a client.

2) The client needs a number of calls made to a specific location(s).

3) AQM puts together a list of what the client is interested in monitoring e.g. How long did it take for the phone to be answered?

4) We contact our Shopper Team to see if you are available and want to get involved. If you are to be included in the team the project information is forwarded to you with instructions on how we would like the calls handled, when to make the call(s), how much you will be paid and information on the company you will be calling.

5) You will be advised what information we would like you to report on when you make the call.

6) On completion of the call you submit the information to us via an online report which is then used for us to provide feedback to the client.

A typical client may be a company who receives calls from people to ask about their products and services. Your role may be to call the company and speak to one of their operators pretending to be a genuine customer (much the same way as you would normally do if you were making the call for your own purposes).

From the call you will be able to assess how well the person you speak to on the phone adheres to standard procedures set down by the company with the instructions and feedback sheet that we give to you.

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Is it difficult work?

As it is important for us to be 100% accurate on our feedback to the client we make sure that you are very confident in what you are being asked to do. We find that most people find the work interesting and enjoyable - there is a "buzz" seeing someone doing their job well and there is an "Oh No!!!" if they're not - ultimately you are playing a key role in helping them improve their service to the public (you and I) and for those of you who have been kept waiting on the phone when trying to get through to a company or have been unimpressed by a rude customer service person on the phone you'll know what we mean!

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Does this mean there may be implications to me if I give someone a bad report?

No, absolutely not! We assure complete confidentiality of our associates and their contact details. Under no circumstances will your details be given to any 3rd party in relation to a report.

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What if I start a project and find that I can't make the number of calls that I said I would do, or what if I'm having problems?

This is a realistic fact of life, you can't unfortunately plan for unseen circumstances and things can happen that mean you need to concentrate your time elsewhere or things are not going to plan. You need to let us know 24 hours before you are due to make a call that you will be unable to participate, this will ensure we have enough time to organise a replacement Shopper.

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How do I receive the details and how do I get them back to you?

Ideally we like to use email and the internet to transfer data between AQM and the Shopper Project Team. There are many reasons for this including

1) It's reliable and secure

2) It's cheap for you and us

3) It's convenient - we are not reliant on having to commit each other to times and appointments

4) It allows us to process your feedback into our client reports more efficiently

5) It allows us to do our bit for the environment by avoiding a huge pile of paper being generated and avoids the need for you to keep track of lots of paperwork.

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How do I get paid?

Payment and wages will be agreed prior to you starting a project (per call usually).

Payment is made as a direct deposit transaction into an account nominated by the Shopper when we are paid by the client. The Shopper is sent an email confirming the payment date and amount when this occurs which is generally 6-8 weeks after a project is completed.

As we are reliant on the money received from our clients (this is our wages too!) rest assured we are very vigilant in getting paid as soon as possible! So it is unlikely that delays in payment will happen.

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What are the tax and superannuation implications regarding payment?

AUSTRALIA

As long as your earnings from AQM are less than $500 per calender month we are advised that we are not liable for any tax and superannuation contributions. If it is likely that we will be paying you more than this we will discuss how best to arrange these payments. Ultimately it is best to speak with your accountant or financial advisor who will be able to advise you best dependant upon your circumstances.

NEW ZEALAND

The shoppers requiring Resident withholding tax will need to advise the inland revenue of their self employed status for the odd bit of contract work. Below is the link to process the IR3 form online

https://www.ird.govt.nz/help/onlineforms/ir3/

If you are a registered company you need to advise us of your GST number and you are then responsible for declaring the tax to the IRD otherwise you are taxed at the normal 20%.

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Can I join AQM if I am registered on the National "Do Not Call" Register?

Unfortunately not!
The Do Not Call (DNC) Register has been set up in response to increasing community concern about the growth in unsolicited telemarketing calls.
The register is managed by the Australian Communications and Media Authority (ACMA)
There are serious penalties for businesses for breaches of the legislation including fines of up to $1.1 million.
Following consultation with a number of our clients and having reviewed the legislation in detail AQM has determined a policy that any members of the public that wish to be involved in our Mystery Shopping projects must not have their details logged on the DNC register.
To check if your details are listed on the DNC register you can do so by going on line to

https://www.donotcall.gov.au/verNumber.cfm


Or by calling 1300 792 958 (this number can also be used to remove your name from the register.)

By applying for and/or accepting a position on a mystery shopping project it is our understanding that you confirm that your details are not logged with the DNC register and should this situation change at any stage during a project that you will inform us of such.

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