8:30 am to 5:30 pm

Through our expert customer experience team, we provide; benchmarking, & end-to-end CX solutions.

With deep expertise in the contact centre industry and over 20 years of industry benchmarking data, Fifth Quadrant has assisted many clients to optimise their multi-channel contact centre operations to improve efficiency, effectiveness and the customer experience.

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Our approach to optimising your call centre operations typically include the following diagnostics:

  • Data analysis: analysis of raw data related to customer experience, service efficiency and effectiveness.
  • Operational Capability Assessment: interviews with stakeholders and employees to understand & assess people, process, technology capabilities
  • Performance Benchmarking: Over 120 data points benchmarked in comparison to industry vertical, similar sized contact centres and the wider industry in areas, including:
    • Strategy
    • Call Centre Operating Model
    • Operating Budget & Revenue Generation
    • Multi-Channel Capability
    • People and HR Capability
    • Operational Process and Practice
    • Technology and Telephony Capability
    • Performance measures and metrics

A Contact Centre Diagnostic Assessment and Roadmap report will include the following

  1. Current and validated performance against all criteria under review
  2. Identification of areas of good performance that should be continued
  3. Identification of areas of poorer performance
  4. Quantification of inefficiency and ineffectiveness
  5. Comparison of performance with other organisations or segments
  6. Detailed recommendations to improve efficiency, effectiveness and customer experience in the following areas:
    1. Strategy
    2. People and HR
    3. Process
    4. Technology
    5. Workforce Optimisation & Performance
    6. Quality Assurance & Customer Experience Measurement
    7. Reporting and Analytics
  7. A Road Map for Implementation

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Detailed recommendations to improve efficiency, effectiveness and customer experience in the following areas:

  • Strategy
  • People and HR
  • Process
  • Technology
  • Workforce Optimisation & Performance
  • Quality Assurance & Customer Experience Measurement
  • Reporting and Analytics
  • A Road Map for Implementation

Contact Centre News

Call Centre News

  • MBTA’s latest outsource plan could save $65M 13 Feb 2017 05:33 Boston Herald Hundreds of MBTA workers could be affected as T officials push the transit agency’s boldest outsourcing plan yet — privatizing maintenance on its sprawling bus fleet, a move consultants say could save up to $40 million a year. The third round of …
  • Mutual Benefits promises seamless service delivery    13 Feb 2017 05:03 The Guardian Nigeria Akin Ogunbiyi The Chairman of Mutual Benefits Assurance Plc, Akin Ogunbiyi has promised its customers to be the fastest growing insurance company through innovative product this year. Speaking during the 21st yearly thanksgiving ceremony of the firm in …
  • Why only 2 local firms benefitted in 6 years 13 Feb 2017 04:58 4-traders Stories byAdewale Sanyaolu Except stiffer sanctions are meted out to defaulters of the one per cent statutory remittance for oil and gas contracts executed in the upstream sector, the gains of the Nigerian Oil and Gas Industry Content Development (NOGICD) …
  • Budget Environmental Disposal Inc. offers same-day service 13 Feb 2017 04:54 TheSpec.com Commercial Services & Supplies Sponsored Content In Your Neighbourhood   Aug 01, 2016  |  Vote 0    0 View Profile SIDEBAR Visit Our Profile Page. Hamilton Spectator Since 1993, Budget Environmental Disposal Inc. in Hamilton has been serving …
  • Australia Post’s sneaky rip-off 13 Feb 2017 04:42 News.com.au Australia Post CEO Ahmed Fahour with Woolworths CEO Brad Banducci. Picture: Stuart McEvoy WHILE Australia Post CEO Ahmed Fahour’s package is worth $5.6 million, yours is worth just $50 — and it’s shrinking all the time. That’s the maximum amount you can …
  • Customer service scammers seek to take control of your technology and your money 13 Feb 2017 04:11 NewsChannel 10 Lately  many customers have been facing an ongoing problem, and that's customer service scams. There has been people all over the world creating fake businesses, websites and contact numbers, posing as customer service agents associated with household …
  • Datacloud Asia Awards Shortlist Announced, Showcasing Expansion of Data Center and Cloud across Region 13 Feb 2017 03:51 4-traders SINGAPORE, Feb 13, 2017 - (ACN Newswire) - In what promises to be a stimulating year for data center and cloud invention, the shortlist for the Datacloud Asia Awards* has been announced. The Datacloud Asia Awards will be presented at a gala ceremony and …
  • Dutchess Regional Chamber of Commerce seeks nominees for Headliner Awards 13 Feb 2017 03:47 Daily Freeman POUGHKEEPSIE >> The Headliner Awards Committee of The Dutchess County Regional Chamber of Commerce is accepting nominations for its 2017 awards. Recipients will be chosen in these categories: Best Place to Work, Customer Service, Green & Lean, …