The Welcome Experience Scorecard benchmarks your organisation's ability to effectively and efficiently welcome callers to your contact centres.

The first sixty seconds of every call can set it up for success or doom it to failure, but it's tough to get right.

You've spent a fortune on training and supporting agents to have the best possible conversations with callers, but how much attention has your Welcome Experience had.

We've worked with the world's most customer-centric organisations to improve this process dramatically and developed a comprehensive methodology that you can now access to help your organisation for free.

Answer a few questions and get your score instantly

Free of charge - no strings attached in less than 10 minutes

Our tried and tested methodology worth more than £10,000

Genuine insight to help you transform your experience

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Use our Welcome Experience Scorecard to improve your business - FREE!


The scorecard measures your organisation against

The 3 Dimensions of Welcome Experience Performance



Usability

Helping callers and agents resolve the reason for calling as easily as possible without unnecessary cognitive load or distractions.

Efficiency

Helping callers and agents resolve their reason for calling as quickly as possible, including by themselves.

Security

Ensuring sufficient security to protect your customers and organisation from fraud and maintain customer confidence and trust.

See how you perform against the 3 Dimensions of Welcome Experience Performance


The scorecard will assess

The 5 Elements of the Welcome Experience


Intent

Understanding the caller's reason for calling.

Identity

Understanding who the caller is claiming to be.

Authentication

Ensuring callers are who they claim to be.

Routing

Getting callers to the right person or self service capability.

Automation

Enabling callers to help themselves.

Understand your strengths and weaknesses


Get your score in less than 10 minutes

  • Setup the scorecard

    Answer a few questions about how you welcome callers today to make sure you are only asked relevant questions

  • Provide key data

    Tell us what methods of identification, verification, routing, queuing and self service you currently use and how these processes currently perform. You don't need the exact numbers but the more accurate you are the more reflective the results will be.

  • Get your score

    As soon as you press submit you'll see your score against the three dimensions of the Welcome Experience (Usability, Security and Efficiency).

  • Get your report

    It will take use a few days to crunch the numbers and check your results so we can provide you with a report tailored specifically to you.

  • Review the opportunity

    Our report will provide you with our key findings, recommendations and powerful visualisations for you to review with your stakeholders


10 minutes to get your roadmap to excellence.