Centrebound selected to carry out rental property mystery shopping audits

Centrebound is delighted we’ve been selected to carry out mystery shopping audits of virtual tours and lettings sales process for student accommodation provider Fresh. Fresh are a market leading, third party manager of student rental properties across the UK and Ireland. They are all about creating quality student homes as unique as the people who […]

Delivery man holding parcel boxes and ring the doorbell on the client's door in the morning background.

Mystery Shopping agents working from home

As the UK faces the latest COVID-19 lockdown, non-essential shops, restaurants, hotels and other businesses remain closed. For our UK-based mystery shopping agents this has meant a change in the type of assignments our clients are asking us to help with. The need to gather customer insight remains, but as some businesses have been able […]

How door-step food delivery companies deliver Challenge 25 compliance

Whilst door-step food deliveries and grocery home delivery demand rocketed during the last year, providing a lifeline for many during the pandemic, they remain a permanent fixture. Consumer engagement with the channel remains high, with many holding onto habits developed during the national lockdowns. Ensuring compliance around the sale and delivery of age restricted products […]

Customer service agent working from home

Covid-19 and Contact Centre Quality Assurance

The pandemic forced many organisations to go from business as usual to working from home almost overnight. According to Gartner, remote working shows signs of sticking with almost 75% of customer service leaders expecting to expand work from home programs post-pandemic. So, what should organisations consider to maintain customer service quality remotely? During lockdown and […]

Centrebound help Ocado deliver compliant customer service

Centrebound, a UK-based mystery shopping provider, has been selected by Ocado to ensure age-restricted products are delivered in line with the Challenge 25 policy. The Ocado Group is recognised as one of the pioneers in online grocery shopping and delivery in the UK and have grown to be the world’s largest dedicated online grocery retailer. […]

Centrebound helps Virgin Media deliver record results

Centrebound mystery shopping customer and all-round multimedia good eggs Virgin Media have just received their Q3 mystery shopping results. Using a bespoke survey measuring sales journey compliance and customer experience measures, over 90 stores and kiosks have been visited by Centrebound Mystery Agents. The results provided to Virgin Media’s management team have provided unparalleled insight […]

Centrebound Quality Assurance Team. Manchester 10k 2

Centrebound competes in the Manchester 10k!

On Sunday the 19th of May a brave team from UK-based Centrebound joined thirty thousand other runners in the Manchester Big Run. Completing a distance of 10km the team consisting of Jeremy, Oliver, Anthony and Giles managed an average time of 3 hours and 34 minutes over the course. A quality result assured by the […]

Scorching start to the bank holiday weekend here in Manchester

Here’s Jeremy keeping cool with his biggest fan (aside from our grateful quality assurance clients!) Wishing you all an ‘Excellent Friday’ and super Easter weekend from all at Centrebound!

Keep Calm It’s Just Peak Season

It’s that time of year again! Your resource and headcount plans have (hopefully) ensured you have enough to capacity to cope with the uplift in customer demand, but what about your call centre quality assurance function? If you’re maintaining a grading rate based on contacts per head or percentage of customer contacts it can be […]