fraud prevention committee

We are happy to announce the 4service fraud prevention committee has been launched!

This is what the committee is created for:

Please meet the committee members:

Irina Sheremetieva, Head of Client Services and Sales
Dmitry Zhelevsky, Operations Director South region 4Service Group
Alina Andreeva, Operations Scheduling Worldwide by 4Service
Kozharin Taras, Operations Director South region 4Service Group

What is fraud exactly?

Fraud in mystery shopping is any activity designed to deceive
agency or client at any stage of mystery shopping process.
Do client employees commit fraud? - yes.

They struggle for Qualification Points:

Shopper scores are often influence what employees are paid

So employees seek to inflate there scores.

Either to be paid more or to reduce the size of possible penalties

They face status issues:

Shopper score can alter the manager's view of the perfomance of ap employee.

Employees often try to increase there status and escape responsibility for low scores

They also fraudulently challenge the shopers' scores.

They struggle for Qualification Points:

Shopper scores are often influence what employees are paid

So employees seek to inflate there scores.

Either to be paid more or to reduce the size of possible penalties

Do mystery shoppers commit fraud? - yes.

They would rather be paid without making
visits to remote locations

Because of lack of time

Because of lack of real interest
in doing the work properly

Even more they want to be paid
without making any visits at all

Because of lack of time

Because of lack of real interest
in doing the work properly

indicators of fraud
Any total score
of 95% or more
Relatively inflated scores
compared to other outlets
The client complains about
poor proofreading
The shopper refuses to go anywhere
except one location
An existing shopper will only make
visits on a specific project,
refusing visits on other projects
Many new shoppers
register for one
project in one region
Many new shoppers register in
a short period of time for visits
to one specific location
New shopper passes just one
certification and requests visits
for only one project (if they are
other projects available locally)
A shopper correctly answers
the "Special" potential
fraud prevention question.
A shopper appears to be
too professional in there
knowledge of the system
(Le "Shopmetrics" or Indicators)
A shopper volunteers to do
visits for another shopper

fraud prevention process

The visit
Shopper
Assignment
Validation
Shopper
Registration
Quality
Control
Step 1

Compare the new shoppers data with existing data in the system:

  • A shopper may try to resister several times with different login
  • Check on payment details
  • Check a shopper's IP addresses if required. Several shoppers' logins may use the same IP address.

Make a series of welcome calls to the new shopper.

  • Check the data in the system against the shoppers' answers during conversation
  • And check againts responses in the initial certifications.
  • Check a shopper's IP addresses if required. Several shoppers' logins may use the same IP address.

Create questions that filter out shoppers who cannot participate in the specific project

Create specific questions to test for:

  • required detailed special knowledge that is only available to the employees of the company being monitored (if answered correctly shopper does not qualify).
Step 2

Make sure every shopper meets Shopper Rotation Requirments before the visit is given

Check all shopper registration details

  • e.g. date of shopper's registration vs.project launch date
  • Check on payment details
  • e.g. projects the shopper has registered for and completed and so on

Call all newly registered shoppers

  • Assignment managers must approve every shopper visit applied for.

Shoppers assignments must be organized by industries not specific locations.

Step 3

Identification of the shoppers geo location.

Audio recording of the shoppers' impressions.

  • They record their impressions (highlights) using a voice recorder IMMEDIATELY after visit is completed.

A phone call after the visit.

  • In case of suspected fraud call the shopper and ask about the visit done.

Proof of visit and purchase

  • Shopper must produce an invoice/bill after the visit. You may ask shoppers to make card payments.

Questions on shopper's appearence.

  • You may add a question asking shopper to describe their clothing worn for the visit.

"False wave"

  • 2 waves may be launched before the project starts.
  • Used in complicate situation when fraud probability is high.
  • Or the visit assignment is made directly by the Assignment manager from the project beginning
Step 4

We have a highly qualified of validators specializing in checking and validating questionnaires
both numerically and proofreading.

There training and skills are constantly updated with additional training so they are up to date.

There is obligatory proof of visits shoppers have to provide. All artifacts are carefully
checked by validators.

Step 4

2-part validation process:

  • Project specific quality control procedures
  • The quality control department carries out random checks across all projects constantly, fraud prevention procedures are implemented.

It is important to carry out random inspections of validators' performance on regular basis.

And to make phone calls to identify possible fraud.

4service tm quality control system

Quality Control Department (QCD) is located in our operational hub.

QCD operated independently within 4Service reporting directly to the CEO.

We have developed our own KPIs to ensure operational quality.

The KPIs are tracked by the Quality Control Department

The fraud prevention committee is ready to help!
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