Performance & Insight

A measure of success

World-class Performance

An insightful approach.

A successful campaign relies on proactive management.  Our dedicated reporting and analysis team produces detailed reports and works closely with team managers who, incorporating qualitative factors, provide a transparent, balanced appraisal of performance.

We benchmark both internally and in conjunction with our clients, at individual agent, team and campaign level. Results and best practice are shared at daily or weekly team briefings and through regular one-to-ones.

However, quantitative performance measures are just part of the story.  While much can be learned from an analysis of 'what' is happening, it can be more valuable to understand 'why'.  Our conversations with your customers often provide a rich seam of knowledge... their attitudes to your brand, your products, even your competitors. 

At RESPONSE, we recognise the importance of identifying and sharing these insights with you as an integral part of our service. Our agent teams take part in regular 'buzz' sessions where common customer themes are identified, and ideas for improving scripts and/or offers are generated.  Some demonstrable results we have achieved for our clients include:

  • exceeding customer acquisition targets
  • increasing first time contact resolutions
  • improving customer satisfaction
  • dramatically reducing average customer handling times
  • improving customer win-back figures year-on-year
For more in-depth understanding, we have developed a research methodology which combines the capabilities of NICE Perform and Relatis® with our proven expertise in customer relationship management to provide tailored customer and market insight reporting and consultancy.
Contact us now to discuss your solution