Message from the Director

When we began Call Insight it was with the intention of bringing something different and unique to the industry. We wanted to create something that would change how people view Quality and Compliance, which would show that something predominantly designed to protect could also add significant value, returning an investment many times over. And for any business that uses contact centres to reach new customers, or manage the relationships with existing ones, I believe we have succeeded in this.

In order to achieve this we needed to start from scratch, forgetting the traditional approaches to the world we work in and start our thinking with different objectives in mind.

Consider these research findings from various distinguished bodies;

  • It takes 12 positive customer experiences to make up for one negative experience. (Parature)
  • 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

  • 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
  • Only 31% of organizations closely monitor the quality of interactions with target customers. (Forrester Research)

None of the above research findings present their discoveries based on compliance, no matter how important that is. They all deal with the impacts of poor customer experience, or the benefits of treating customers in the right way. Forrester’s research is the most telling however; if only 31% of organisations closely monitor the quality of the interactions with their customers, then 69% of organisations don’t have an adequate understanding of how their customers are being looked after.

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Director Steve Thompson
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