Australia’s ONLY Customer Care &
A Well Established Operation
Fully accredited by leading industry bodies.
Why Clients Choose Us
Flexible, Scalable & Cost Effective
Full Capability Tech & Security
Experienced Customer Care Agents
Reporting & Analytics
Robust Research & Real Insights
Seamless Channel Integration
A deep dive into what your customers expect
If your business or current provider are not delivering the below, they are missing the mark.
Customers are 38% are more likely to churn if their problem isn’t resolved on the first call/visit.
First-call resolution refers to the percentage of cases that are resolved during the first call between the customer and the call centre. This metric is extremely important because it plays a major role in reducing customer churn rate.
The benchmark is 80% of calls answered within 20 seconds.
Grade of Service is the percentage of calls that are answered within a given time period. The above would be a service level goal for a competent call centre. The best call centres achieve 90% answered within 15 seconds on a consistent basis. CDM Direct always achieves GoS above 90%.
If this rate is high, it’s a good sign that call management is dysfunctional.
Abandoned call rate is the percentage of calls that are dropped or terminated by the customer. This percentage tells customer service teams how satisfied their customers are with wait times and call experiences. If the abandonment rate is high then that is a good indicator that your call management is dysfunctional.
Australia's only Customer Care & Insight Company
But 30 years serving at the frontlines of customer service has taught us that it’s not until you convert that knowledge into wisdom and insight that the magic really happens.
That’s when you’ll see results like:
- 300% increase in sales
- 100% increase in customer survey response rate
- 30%+ cost savings