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Mystery Shopping

"AQM worked with us to develop a mystery shopping project to suit our needs and the results we received were invaluable to the business."

Dave Karlson, General Manager - Operations, Wine Selectors

Our reporting system is online and in real time, so you can view Mystery Shopper feedback as it is reported.

The term "mystery shopping" will be familiar to many in the contact channel environment.

This entails contacts (phone, email, Internet etc.) being made under the guise of a genuine caller to provide a realistic assessment of process and people.

By employing a large flexible workforce from all sectors of the population in order to provide a true representation of your client base AQM can provide real feedback from people who either are, have been or will be your customers.

Reporting against benchmarks provided by the client, the shopper team supply feedback with their impressions from their contact with your company.

Our online real time data collection and reporting system allows you to view feedback via the Internet as it is reported rather than in retrospect.

A free online demonstration model of our software can be made available to you to assess the features and benefits it can bring to your business. Please contact us on 0403 589 195 if you would like to view it.


Quality Audits

Call monitoring assists in ensuring compliance to legislative or business rules.

Our role as independent auditors allows us to view your contact channels in an unbiased and constructive fashion.

In addition regular quality audits can achieve: -

Confirmation that the training dollar spent and techniques taught are impacting positively at an operational level
Identification of potential issues

Impartial feedback on people and processes

Statistical data for staff performance reviews

Qualified feedback to assist business improvement

Confirmation that external suppliers of call centre functions are maintaining agreed service levels and standards

Additionally, an independent service monitor can play a valuable role in evaluating service provider’s capabilities "in the field" prior to final commercial agreements.
Monitoring and audits are also an excellent tool to recognise staff performance to assist morale and motivation strategies.


Management Consulting & Quality Audits    more

Training, Design & Facilitation  more