Process Analysis

An ongoing process of optimization.

Internal data analysis provides the best possible solution in targetting a full spectrum of consumers.

Key data analysis

The duration of our processes is the best measure of changes in quality of customer service. The collection and analysis of key data ensures that we asses a client according to their specific needs and situation. For example, opening hours and appointment duration are used in customer satisfaction analysis work for the financial sector, insurance and automobile industry.

Call Monitoring

Call monitoring involves the quality assessment of a conversation with a centre consultant as an anonymous customer. This gives an overview of the quality of call, and is directly useful in staff training.

Observing a process in its ordinary environment with the inclusion of the employees requires an individually-tailored project design.

Transaction measurement

When several complex processes are measured, consumers aren’t always happy to participate with extra effort required. Therefore a process is broken down into units which can be measured separately. This is much easier and the results can still be integrated into the pool of data for analysis.

Usability analysis

Usability analysis assesses how ‘user-friendly’ existing or added internet references are for the consumer. Changing a company’s website can have very real effects on the waiting time and satisfaction of an existing or potential client. Thus regular analysis is important. The usability analysis offered by concertare takes on various formats:

• Expert testing
  concertare employs project-specific specialists who will assess a website according to a set catalogue of standards. The resulting potential for optimisation can be communicated in terms of industry bench marks.
• Lab testing
  10-20 testers are given typical tasks involving customer interaction in a controlled environment. Their progress is evaluated in both a quantitative and qualititive form.
• Web testing
  30-50 testers are given typical tasks involving customer interaction on the internet. Their results and experiences are recorded in a quantitative and qualititive data entry form.

Choosing the optimal method is bound up with the project specific factors set in place. For further information please contact us personally.