The obligations most often breached are also the ones most easily verified from the outside. A sample of timed anonymous calls produces external, reproducible evidence.
Mystery Call VerificationPMV-02
- Objective
- Measure, from the outside and without notice, whether the operation meets the obligations verifiable by telephone.
- Scope
- Waiting time; menu structure and the option for a human operator; identification of the agent and of the undertaking; call cost; behaviour at transfer and at closure.
- Method
- A sample of anonymous calls across different times and days, timed and logged, with a record of each call retained as evidence.
- Deliverables
- Verification report with the measurements obtained; call log; comparison against the applicable requirements.
- Duration
- Two working days, spread over two calendar weeks.
- Audience
- Boards, compliance teams and anyone contracting an outsourced operation.
- Prerequisites
- The telephone numbers to be tested.
- Legal basis
- Article 6 of Decree-Law 134/2009 (Portugal); Ley 10/2025 (Spain); Directive 2011/83/EU, article 21.
- Indicative value
- From €1,900 per exercise, with a reduction for recurring engagements. [Indicative value.]
- Delivery
- One-off engagement
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