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CR Call Analysis - Whats it all about

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Call analysis fits where Mystery shopping is always ruled out and delivers on many levels. Where confidential information, varied situations, lack of time to set up scenarios for mystery shopping sit.

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Rose Collin & Carl McGrath CR Market Research www.crmr.co.uk Call Analysis - What’s really going on?
Pressure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Question: So do you know what’s happening? ,[object Object],[object Object],[object Object],[object Object],[object Object],Statistics are brilliant…… Call centres can easily measure
But what’s really going on? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],But what’s really going on? Existing techniques :
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],So what’s the answer?
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Call Analysis What reports are provided
The Tower Hamlets experience ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Tower Hamlets experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Tower Hamlets experience Physical Call Handling
The Tower Hamlets experience Dealing with the Question
The Tower Hamlets experience Competencies
The Tower Hamlets experience Subject breakdown
 
 
Basic Call Handling Tower Hamlets - Revs and Bens
Physical Call Handling Tower Hamlets - Revs and Bens
Dealing with the question Tower Hamlets - Revs and Bens
Competencies Tower Hamlets - Revs and Bens
Performance Competency Summary Tower Hamlets - Revs and Bens
Any questions?

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CR Call Analysis - Whats it all about