Call centre consulting
Diagnostics, metrics and benchmarking
We have developed a range of diagnostics and metrics, based on our c-Perform evaluation software and on survey and mystery caller techniques, which provide service comparisons, diagnostics and benchmarking. These include:
Advisors' technical competencies
Service capacity metrics
Advisors' interpersonal competencies
Service demand metrics
Customer satisfaction metrics
Service access
Call metrics
Service delivery and performance metrics