The Harland Clarke Mystery Shopping program is designed to provide an analysis of current skill sets amongst designated employees. It gives the organization feedback on in-person evaluations and may include alternative delivery systems (phone center, branch calls, back office calls, website, etc.) to measure service standards based upon custom scenarios. The baseline shop establishes a benchmark and typically includes the facility, teller line and new accounts or loan desk.
Harland Clarke employs a methodology that begins with a baseline analysis of current processes and skill sets based on pre-determined custom shop scenarios. Based on the baseline feedback, which includes extensive organizational and individual results, coaching and educational initiatives can be enhanced or developed and delivered. On-going shops are then employed to measure progress, provide specific information to the management team to support their coaching efforts, and measure ROI on your training programs.
Harland Clarke Mystery Shopping Services works closely with our clients to customize the scenarios for each evaluation period. During the initial recommended period our shoppers inquire about opening an account. These scenarios include establishing an account for the shopper. Our shoppers on subsequent visits discuss more detailed scenarios with products such as credit cards, loans, and deposit products.