CallCentreresearch

To many people, Call Centres have become synonymous with customer service. Poorly performing call centre functions can directly and significantly undermine consumer perceptions. 

While organisations often measure internal performance of call reps using a range of mechanical metrics (e.g. pick up rates, average call duration), many do not measure directly the perceptions of actual users.

Redshift Call Centre research programmes are designed to measure the customer experience of the call centres. Typically, our programmes allow organisations to:

• Track performance on key call centre evaluation criteria
• Model the impact of call centre performance metrics on overall customer satisfaction
• Pass on ‘hot sheets’ of customers requiring immediate feedback
• Adjust for cultural bias across multi-country evaluations