100% sampling

As a significant improvement on traditional approaches, we start by tracking 100% of call attempts to your organisation (even those who withhold their telephone number, those who abandon, get an engaged tone or call out of hours). There is nothing better than 100% sampling when making strategic decisions affecting customers.

Systems that only measure calls getting to an Agent give a rose-tinted picture of customer experience and first call resolution, encouraging inaction rather than driving performance improvements. And sampling tends to underestimate or miss all but the most glaring service issues.