Mystery Shopping
When you run a large network of motor distributors, you need to
ensure that they are all performing to the same standard. This
system was set up to help a call centre make calls to customers who
have used the garage services. It provides the facility to prompt
callers with the questions to ask, log the calls and responses, create
performance reports comparing dealers and regions, and then wrap it
all up into a CD for distribution.
The call centre system records all the calls to a .wav audio file
on the caller's PC. One of the requirements was to include these
files on the CD sent out to the dealers.
The main caller system was set up using Access. As with all the
systems we create here at Computing Services, ease of maintenance is
an important consideration. To help with this all the questions are
stored as data in the database, and this is then used to create the
forms. The main reason for this is so that we don't need to teach
the user how to go in and re-design Access forms when a question is
changed, deleted or added.
Two systems were created, one for the callers to enter the
information from each of the calls, and a second for the
administrators to create the reports. This part simply creates
summary reports for each dealer and region, and copies the data to
Excel and Word documents, together with all the audio recording of
the calls, to a folder structure so that the data can be written out
to CD.
The CDs were set up with a Splash screen which allowed the user
to select the reports to be viewed, and would also open a folder to
display all the audio files available.