“...for the money and time invested each month, became the best MI I could get to highlight operational issues...”

Head of Transformation and Outsourced Operations

Thames Water

More

“Working with Rapport has allowed a very rapid implementation of improved marketing measurement...”

Head of Marketing Communications

Rias

More

“Identified a cost-free Marketing saving of £100k which we have now implemented...”

Customer Acquisitions Manager

British Gas

More

“Rapport's analysis recommended moving 10 back office staff onto the phones, to cope with the morning peaks...”

Operations Manager

South West Water

More

“Provide Advertising ROI, Campaign forecasting and tracking & insights on Customer Experience and Call Handling bottlenecks”

SSE

“Analysed the performance of the GMTV competitions lines and advised on the best competition mix to generate the highest revenues...”

ITV

More

“We've improved forecasting accuracy by 16% year on year and saved considerable time getting to the heart of issues...”

Direct Propositions Manager

Legal & General

More

“Rapport brought a level of transparency previously missing from our relationship with our 3rd party call centre partner...”

Senior supplier relationship manager

Lloyds Banking Group (Outsource)

More

“A rare consultancy service that delivers more than it promises...”

Customer Service & Operations Director

Santander

More

“Within 12-months they helped us reduce the Marketing cost per sale by 43%...”

Marketing Manager

Vodafone

More

“Rapport really helped us focus on the areas of the customer journey we value that has set us apart from our competition...”

Head of Insight

Endsleigh

More

“Rapport uncovered valuable hidden issues affecting the customer experience that we were able to fix very quickly - well recommended...”

Senior Propositions Manager

Barclays

More

“In terms of response times, incident management and proactive alerting, Rapport have been consistently better than all of our other suppliers...”

Head of Information Systems

Eckoh

More

“Rapport developed comprehensive analysis of its call routing set-up and helped the charity reduce failed callers by 74%.”

Samaritans

More

“Rapport provide us with an impressive data insights service that is both time and cost efficient...”

Head of Customer Engagement

Southern Water

More

“Rapport identified that 41% of all repeat contact was avoidable...”

Head of Contact Centre

akinika

More

“Rapport have developed some innovative analytical tools and techniques that quickly allowed us to...”

Customer Contact Manager

Northumbrian Water

More

“Rapport very quickly got to grips with our relatively complex outsourced call centre operation and...”

Head of Operations

TV Licencing

More

“Analysed the sales operation for 12 European countries and audited the Telephony costs...”

Herbalife

More

“Developed a system to track the out of hours experience for catalogue customers and how this impacted sales...”

Kaleidoscope

More

“Rapport developed a Campaign tracking system to optimise media spend across multiple channels...”

Intelligent Finance

More

“Rapport calculated the proportion of the UK population who contact the BBC each year, and revealed the contact experience...”

BBC

More

“Improved ROI by novel analysis of response from AA’s significant Yellow Pages Directory spend...”

AA

More

“Combined call data from multiple telcos and technologies into a single holistic view of BAA's National Airport call centre operations...”

BAA

More

“Rapport enhanced customer service levels by comparing call centre performance across the organisation and against other industries...”

Loot

More

“Data unification services, operational efficiency and marketing campaign performance delivered to various teams across the bank...”

Sainsbury’s Bank

“Call traffic for William Hill is highly dependent upon two factors, peak sporting events and drive to call marketing tactics....”

William Hill

More

“Rapport developed an automated data delivery service and operational effectiveness reporting...”

More Than

“AXA retained Rapport to help it understand and reduce the drivers of repeat calls to improve call centre efficiency.”

AXA

“Rapport delivered new insights into Repeat Call behaviour that helped us tailor our strategy for dealing with this important aspect of our growing business”

Customer Experience Director

Hastings Direct

“Their techniques and know-how led to a 40% improvement in DRTV orders generated over 6 months for the same media budget...”

Marketing General Manager

Reader’s Digest

More

“It has enhanced the way we work internally as a team, and one that I would recommend...”

Head of Telesales

Which?

More

“Within six weeks of their initial analysis there has been a 55% reduction in the cost per sale...”

Current Accounts Marketing Manager

Lloyds Banking Group

More

“They proved that the true level of Customer repeat contact was significantly higher than internal estimates. This allowed us to refocus resources to address this previously hidden overhead.”

RAC