Customer contact evaluation

The drive towards consumer protection has resulted in specific focus on call centres; not only in the financial services sector, but increasingly in other areas – utility providers as an example. A common theme should concern improving standards and the engagement of an external provider to verify standards measurement is a good tool to help achieve that.

We can help improve standards by using these techniques:

  • Compliance and quality assurance(measuring risk and compliance positions)
  • Organisational behavior(assessing processes and results)
  • Complaint handling reviews(compliance with regulations and protecting the brand)
  • Process reviews(suggesting potential improvements)
  • Customer experience management(measuring for good customer outcomes)
  • Performance management(reviewing measurements and outcomes)
  • GAP analyses(independent review of processes)
  • Efficiency reviews(measurement against internal standards)
  • Change programmes(to influence improvements)

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