Our call centre is driven by data and statistics and features KPIs that are relevant to your business goals, including process efficiency and customer sentiment-demand metrics. We follow generally accepted metrics—such as first contact resolution, average wait time, average call duration, schedule adherence, net promoter score, and so on. However, you can add other performance areas for us to track since our bilingual English and French-speaking agents can also respond to your clients in many communication channels besides the phone. Doing so unifies our team with yours in the attention and service quality that goes into every customer interaction. When combined with our outbound customer satisfactions service, you have real end to end reporting available of your client experience, in one solution.