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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