Surveillance Audit Services - Mystery Shopping

By ISO Certified & NAPBS Registered Company

Proposal Valid for 30 days only

SINGAPORE – CANADA – MALAYSIA - PAKISTAN – UAE – USA

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SERVICEINTRODUCTION

Section

Number One

BCG Surveillance Audit

Mystery Shopping Proposal

INTRODCUTION OF BCG

SURVEILLANCE AUDIT

Mystery shopping aims to simulate real customer shopping in various

scenarios to enable an evaluation of the quality of your customer service,

benchmarked against your own quality objectives.

Tailor-made services

Our team of Researchers and Forensic analysts can take care of your entire

Requirement, Planning, Designing, Scheduling the project.

Follow the results in real time

We can set up a secure cloud platform to enable you to follow the assignment and download the results in real time.

Quality of reports

The process includes stringent quality checks for all reports through a dedicated quality assurance &

controls team, and also a random audit of reports by our Quality Audit

team.

Back Check Advantage and

Methodology

Validate requirements and Analysis

Project Scheduling, planning designing questionnaire.

Pilot Run & Project Execution.

Data Collection & Review.

QC/Audit Review.

Review Findings & Action Plan

Reporting & Invoicing.

We carry out your research

in 7 clear steps:

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Mystery Shopping Process

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7

Step

sAudit

Process

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Requirement

Analysis,

setting

Objectives &

Reporting

procedures

Project plan

& Survey

Design

QC and Audit

Review

Pilot Run & Project Execution.

Review

Findings

and Action

Plan

Reporting & Invoicing.

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Data

Collections

and

Analysis

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De

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First, we spend time with our clients

understanding the nature of the

business and its service practices.

Then, together with our clients we map

out the objectives of the MS program,

design the questionnaire and agree on

the expected term of the program

BCG then recruits mystery shoppers and

issues assignments to them in

accordance with the program

requirements.

BCG collects the results, analyzes the data

and reports the key findings to

the client on a weekly or monthly basis.

At the completion of the program,

BCG(together with the client) assesses

the success of the program and decides

either to continue with the program,

re-design the program or end the

program.

02 Section

Number Two

PROPOSED SERVICES

BCG Surveillance Audit

Mystery Shopping Proposal

PROPOSAED SERVICES AND

OTHER DETIALS .

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Proposed Services

NAFA has asked BCG to submit a proposal for conducting a nearly discreet purpose-fully

focused Audit over its various Customer Facilitation Centers throughout Pakistan. This Audit

activity will be conducted through the discreet Mystery Shopping concept and will address

the Fraud Prevention needs.

Here BCG’s specialized Financial & Fraud Consultant along with their local representatives

will visit each Customer Facilitation Center of NAFA and will verify the company’s best

practices and SOPs if they are properly functional and in-place in true spirit.

NAFA will train the BCG staff and then equip them with the required knowledge

and SOPs that are needed to be verified.

BCG’s qualified examiners will then visit each of the NAFA Customer Center to ascertain the applicable SOPs are functional through their Sales Staff and Customer Representatives.

After completion of each Center’s Audit, BCG will draft and file their Audit findings in a report format for further actions.

The BCG panel will comprise of CFEs (Certified Fraud Examiners), Financial Experts & Consultants, Domain Experts and Localized Resource bank.

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Designing a program for your business

How do we go about designing a customized Mystery Shopping

program for your business?

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BCG staff will visit each of NAFA Customer Facilitation Center.

First hand examination of the Process & Procedures will be conducted on ground

NAFA’s Sales Staff will be cross examined and enticed discretely to see if there is any possibility of a leakage or any possible fraudulent activity

Concept of Mystery Shopping will be used for these Audit activities, keeping it most possibly discreet.

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Around 78 nationwide Customer Facilitation Centers of NAFA will be included in this activity.

NAFA will provide required Trainings and materials to the BCG panel for effective verification.

To the best possible extent, localized resource pool will be used for such activities mainly.

BCG’s panel will monitor the whole activity and plan the line of action..

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BCG’s panel will deliver the Reports for the outcome of the activity for each Center.

BCG will open various test Investment Accounts for this activity, which will be reimbursed by the NAFA accordingly upon completion of the activity.

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Client’s ObligationsClient will be required to provide and to facilitate in the following areas in order for us to bring the most efficient results

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NAFA will provide specific and required Trainings to the BCG

Panel.

NAFA will provide company’s SOPs to verify over the Customer

Facilitation Centers.

NAFA will share their designated center’s employees’

information prior to the visit of the centers.

NAFA will cooperate and provide if any certain information is

asked or any other relevant information is asked about their

Center’s designated staff.

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NAFA will cooperate in providing previous Fraud activities

information (if happened).

NAFA will allow BCG to open various test Investment Accounts for this activity, and will reimburse accordingly upon completion of the activity

NAFA will direct their Back Office staff to cooperate with the

BCG panel as most as possible.

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Data Acquisition &

Quality Control

Quality control in mystery shopping requires

engagement of both research provider and

client . The duty of research provider is to

ensure highest quality of data acquisition,

while the duty of the client is to ensure

compliance of its employees. The

engagement of client is very important for

overall success of the mystery shopping and

it should be encouraged. There are a lot of

obligations for both sides prior, throughout,

and afterwards the study in order to

maintain its methodological integrity and

enhance overall quality. Figure 3 depicts the

roles of client and research providers in

quality control in mystery shopping.

International standards and code of

conduct in mystery shopping especially

emphasize quality control and its influence

to the success of the mystery shopping study

(ESOMAR 2005; MRS, 2008; MSPA Europe,

2003).

THE CLIENT

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Our Reporting Mystery Customer utilise a world-leading system specifically

designed for mystery shopping. The system can handle multiple

processes at one time allowing the client user to quickly access their

reports online. We can also provide you with multiple logins so that

more than one manager can review the reports

Reports are emailed and

viewable online

Reports are downloadable to

PDF and XLS

Reports are simple to read and

interpret

Full shopper comments are

available

Benchmark your report to the

industry or to other business units

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And much much more….

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What can you do with ourreporting?

Rank your business units bytime

See which region performsbetter than others

Monitor the trend of eachbusiness over time

Find out what section ofyour report that requiresimprovement

Mystery Customer reports will allow you to identify service issues early – so you can act on them and improveyour bottom line

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DASHBOARD: MYSTERY SHOP REPORTSEvery Data Sample Tells A Story. We Find That Story, So You

Can Make Confident Decisions.

Wish to send your

report to

someone via

email after

viewing it? Simply

click on the email

button under the

controls area

and send it in a

flash.

Customize the

first page of your

mystery shop

report to show

exactly what

you believe to

be most

pertinent.

Mystery Shop reports

should still maintain your

branding to the highest

standard. .

By allowing your

Managers to see

as much

information on

the first page of

your mystery

shop report, you

are giving them

the highest

opportunity to

succeed.

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ONLINE SURVEY: MYSTERY SHOP REPORT

Inside of your mystery shop report

should be easy to read, clean,

clear and simple to process. This

section of your report is

customizable as well and allows

you to be as creative as possible.

View section performance,

question performance, points

possible versus those achieved and

read shopper narratives that allow

you to put context to the report

itself.

Just let us know what works best for

you, sit back and we’ll put it

together for you!

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Ongoing Benefits Below are just some of the ongoing benefits you will have from

taking up the Mystery Customer Program

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Risk Free

Risk mitigation and ability to

identify system loopholes

Keep improving

Ability to Identify where

Training is Needed and

improve staff motivation

Happy Customers

Improved Customer Service Stan

dards and retention of client that will

increase the satisfaction of

customers

Body Composition

Quality HR Management and Systems

improvement

“Mystery Customer has played a major part in the club's financial success and has helped the club to

foster a culture of accountability among our frontline staff And has focused our managers' responsibility for each

department. Our staff have accepted mystery shopping

as a key part in our club being a leading venue in quality and customer service.” – David Hassall, General

Manager at Tiger Leagues Club, Singapore

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Terms & Conditions

Any specific Investment done as a Test on any Center of NAFA, will be reimbursed,

irrespective of the amount being involved.

BCG will plan the action items and implementation of the Audit Activity as a Mystery

Shopper.

NAFA will make sure to keep this activity discreet from their end to serve the purpose.

NAFA staff (Head Office and/or localized) will support the BCG panel when and where

asked.

There will be no-hold in the plan by NAFA once go-ahead given

BCG will share a coverage/implementation plan, but is not liable to follow that, and may

put on surprise visits, that also repeatedly.

Interim reports will NOT be shared with the NAFA, but may be shared for brain-storming or

any possible joint activity within the NAFA and BCG Teams.

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NAFA shall agree to :

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03 Section

Number Two

ABOUT US

BCG Surveillance Audit

Mystery Shopping Proposal

PROPOSAED SERVICES AND

OTHER DETIALS .

AB

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NY Established

in 2007

Headquartered in

Singapore

Integrity

Background screening reports Due diligence

Public sourced data

Reputation and compliance

management services

Global provider to

companies and

individuals

THOUSANDS OF PRODUCTS

e-commerce based risk

management marketplace

36000+

Products

Providing solutions in more than

200 Countries &Territoriesaround the world.

10+years experience

100%customer retention rate

16500+verifications per month

Services in

40different languages

24/7365 days operational

What We Do

Global Background Screening

W e us e state of the art technology to m a n a g e o u r research efforts.

O u r solut ions are cutt ing e d g e a n d compl iant wi th all applicable

regulations. We are vertically integrated with our service partners. T h i s

a l lows us to offe r a superior product , b a c k e d b y a k no w l e d ge a ble

staff , at a ve ry cost effective price in m o r e than 2 3 0 countr ies globally.

Talent Management & Predictive Hire

O u r talent m a n a g e m e n t a n d behaviora l assessment s services

deliver accurate pred ict ions of a n e w hire’s p e r f o rma nc e b y using

accredited psychometr ics a n d apt i tude testing plat form that is

help ing organizat ions to fi nd the best e mp l o ye e s , e na b l e higher

retent ion rates, re d uc e risks whi le saving t ime a n d m o n e y .

Integrity Due Diligence

W e provide companies with a comprehensive suite of due

diligence and business intelligence solutions that protects

reputation of our clients and m ake critical business

decisions with confidence while vetting third parties and

satisfying regulatory requirements.

Consultancy and Trainings

W e p r o v i d e a n a r r a y o f c o n s u l t a n c y s e r v i c e s t o

f a c i l i t a t e o u r c l i e n t s i n Q u a l i t y c o n t r o l s a n d

i m p l e m e n t a t i o n o f c o m p l i a n c e a n d r i s k m a n a g e m e n t

p o l i c i e s , d i s c r e e t a n d s u r ve i l l a n c e Au d i t , p e o p l e a n d

p r o c e s s e s m o n i t o r i n g , I n ve s t i g a t i o n a n d prevent risk by

awareness, recruit the best using our pre-hire tools, bring out

m o r e of your staff with our best in class assessment and

development , em ployee engagement programs, compliance

training, and change m anagem ent services.

We are a technology driven risk mitigation company specialized

in risks related to corporate integrity and compliance,

performance and reputation management. We enable

structured intelligence by integrating cognitive technologies in

your processes to protect your bottom-line proactively.

GLOBAL PRESENCE

ASIA PACIFICSINGAPORE PAKISTAN MALAYSIA

AMERICASUS CANADA

EUROPEROMANIA UK

MIDDLE EASTUAE JORDAN

TOP SEVEN COUNTRIES IN THE WORLD

In the gender distribution analysis we

have found that out of 100%

discrepencies 75% were males and

25% were female candidates

Map AnalysisIn some countries, we

have revealed red

flags on 78% of

professionals . 58%

GENDER DISTRIBUTION

75% 25%

13%

39%49%

31%

25%

1. India

56%

38%

Source: Background Check Group screening stats from 2008 to 2014

Primary Source Verification conducted on Medical Practitioners during last 8 years

2. Pakistan

4. UK

5.Philippines

6. China

7. USA

TOP COUNTRIES W.R.T DISCREPANCIES

By type of verifications

35%, 31%

16%, 14%

21%, 18%

19%, 17%

23%, 20%

1st Qtr 2nd Qtr 3rd Qtr 4th Qtr 1st Qtr 2nd Qtr 3rd Qtr

23%Address

Verification

19%Credit Check

21%Employment

Reference

16%ReputationDue Diligence

35%Education

59%Employment andReference

23%Education

7%Regulatory

Compliance

6%Criminal

& Litigation

16%Address

Verification

11%Credit &

Bankruptcy

Philippines Pakistan

Source: Background Check Group screening stats from 2008 to 2014

ONLINE RESEARCH & VERIFICATIONS AUTOMATION

VERIFY ANYONE IN THE WORLD WITHIN SECONDS

Once a person’s identity is verified, backcheck.io can run any

number of Database searches on that person, such as criminal,

OFAC, sex offenders and anti-money laundering checks.

Background checks, evolved!

We’ve

re-engineeredthe background

screening

process.

backcheck.i

oprovides the best

turnaround

time in the

market…..….faster than our competitors.

Full-service employment screening tools help you make

confident decisions and remain compliant.

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LOCAL COVERAGEIN PAKISTAN

Physical presence in Karachi, Lahore and Islamabad.

Verification Capabil ities All over Pakistan including smal l tow ns andremote areas.

Work ing since 2007, 1 0 0 + local staff and more than 1 0 0 top companiesas corporate clients P ioneered Background Screening business inPakistan.

Achieved Excel lence only through focusing on core business i.e.Background Screening and have rejected to become al l -rounder H ROutsourcing provider to remain focused and productive.

Largest background screening and vendorverification Company in Pakistan both bythe monthly vo lume of check and bynumber of activeClients

Work ing with government bodies inMiddle East to provide ImmigrationScreening and Pr imary Source Verificationto verify all Pakistani Medical Staff andEngineers working inthese countriesincluding Saudi Arabia,UAE, Qatar,O m a n ,Bahrain to name a few.

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RED FLAGSIN PAKISTAN CITY-WISE

15%

KPK + KASHMIR

37%PUNJAB

8%BALOCHISTAN

28%SINDH

KarachiLahore 62%

QuettaFaisalabad 49%

PeshawarHyderabad 30%

IslamabadMultan 18% 32%

52%

28%

53%

for every year for organizations of each size, our answer can be

arranged to meet your business needs.

Conducting Background Screens

in More Than 200 Nations

SINGAPORE (Head Office)

30 Cecil Street, #19-08 Prudential Tower,

Singapore 049712

Phone: (+65) 3108-0343

PAKISTAN (Operations)

3rd FL, GSA House, 9 TimberPond, East Wharf,

75620,Karachi – Pakistan

Phone: (+92-21) 111-92-92-92

(+92-21) 3286-3931

ROMANIAPovernei20, 4th Floor, Interphone9,Bucharest

District 1, 106444, Romania

Phone: (+92-21) 111-92-92-92

(+92-21) 3286-3931

USA3901 Kimberly Drive, FlowerMound, TX, 75022

Phone: (+1) 888-983-0869

(+1) 469-628-0432

CANADA3380, Sunlight Street, Mississauga, Canada

Postal Code L5M 0G9

Phone: (+1) 647-849-0983

MALAYSIALot A020, Level 1, Podium Level,Financial Park,

Jalan Merdeka,87000 Labuan F.T. Malaysia.

MITIGATING RISKS IN 200+

COUNTRIES WORLDWIDE

Home page

www.backcheckgroup.com

Email

in fo@backcheckgroup.com

OUR GLOBAL OPERATIONS

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Contact UsFor more information about background check services including other standardize

regulations and the right process and procedure, you can check it with

Call Us: +65 3108 0343

Find Us:

Background Check PteLtd

30 Cecil Street, #19-08 Prudential Tower,

Singapore 049712

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https://backcheckgroup.com

SD@backcheckgroup.com

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