Improve customer perception, satisfaction and brand delivery through your contact centre by understanding your performance through real consumer experiences.

  What is Reality Check?

Reality Check allows you to see the performance of your own new business contact centre and those of key competitors through the eyes of real consumers. It provides an external view of performance, benchmarked against the market, to enable you to monitor service delivery, improve experience, and maximise effectiveness.

  Who is it for?

Reality Check is an invaluable tool for insurance contact centres wishing to improve performance.

  How does it work?

We collect insight from real consumers shopping around for insurance quotes by phone at renewal. They provide feedback on service delivery and brand expectations before the calls, on satisfaction and perception of performance after the calls, and on the final outcome of their renewal journey. Performance is monitored on ease of doing business, agent handling, sales effort, customer service, and allows brand comparisons to identify strengths and weaknesses.

  Why will it give you an advantage?

Reality Check will provide the customer focus in market benchmarking to help you improve contact centre performance, call handling and in delivering on your brand values.