Call-centre Benchmarking

Andrew Lester & Associates Limited specialises in designing tailored "mystery shopping" programmes to provide you with impartial and discrete assessments of your telephone-based customer response operations (call centres). This can be used for benchmarking within your own organisation or to compare your call centres with competitors or "best-in-class" telephone services in another industry.

We appreciate the potential sensitivities about conducting this type of research within your own organisation. As a result we have devised an approach that protects the client from the risks of undesired bias in the research results, and that also protects staff from any recriminations as to the survey process and from any misuse of survey results.

We will develop a specialised sampling frame that delivers the required diversity in measurement topics across multiple call-centres and under different time-of-day or day-of-week call loads. Findings can be presented in a user-friendly way that can be part of your staff training plans or operational performance reviews.