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;
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.[read more]
Some customer interactions (be that via email, live web chats or phone calls) result in the desired outcome for the business responsible for the contacts, for example customer buys a product or service, remains that service or receives the expected level of customer support etc. But in many cases the desired outcome is not always fully achieved.
Which is where we come in.
We have blended several, often previously separate approaches to deliver a suite of products for our clients that don’t cover just the traditional (and let’s be honest, boring but essential) Quality and Compliance elements. We also provide in-depth analysis of customer and agent behaviours, competitor information, product offerings etc to identify why some interactions are successful, and others are not.
We have been able to achieve this through a broad development of our team’s skill base; focusing on the understanding of customers and what makes them arrive at their decisions as a result of a contact with a business. Weaving in to this increased understanding is a logical and targeted approach of the how we do our work using statistically valid samples sizes, accurate monitoring distribution, customer satisfaction surveys and NPS reporting analysis.
I believe what we provide is unique. If you try us, we will revolutionise how you see your existing customer delivery and give you an advantage over the competitors in your marketplace. I am so confident in the service we provide that I offer to take 200 interactions from any business and report back on them for free.
We look forward to working with you soon.