Blogs

  • Percepta Grows in China

    John Stowell
    Australia
    November 7, 2012
      We are delighted to announce that Percepta successfully launched the ‘Pre-Sales Enquiry team’ in partnership with JLR China on 22nd October. We were awarded the opportunity to bid for this piece of work due to our operational success in the CRC over the last 12 months, where we have achieved fantastic CSI scores for Jaguar ...

  • The Automotive Call Centre Review

    John Stowell
    Australia
    August 30, 2012
    In 2012 Percepta Australia investigated call centre operations in the automotive industry through the Automotive Call Centre Review. Inspiration for the review was borne out of previous dealings with automotive companies. Percepta noted the diversity of call centre operations across the industry and recognised the potential for useful industry research in surveying call centre managers in ...

  • The University of Melbourne Business Practicum’s Data Integrity Loss Report

    John Stowell
    Australia
    August 21, 2012
    In July 2012 Percepta hosted a Melbourne Business Practicum with the University of Melbourne. The Practicum team investigated the rate of data integrity loss of client databases for B2B organisations. Amongst other interesting results, the Practicum team found that the rate of data integrity loss in a B2B client database equated to roughly 11 per cent ...

  • Cultural Diversity at Percepta

    Nnamdi Oranye
    Australia
    May 30, 2012
    Here at Percepta we celebrate cultural diversity and embrace the many different cultures that make Percepta a great place to work. For the past couple of years, Percepta has celebrated its diversity in March.  This year was no different, with posters promoting the celebration, the logo for “Many Cultures One Percepta” featuring on rosters and email ...

  • Are You Already Solving Your Customers’ Issues to Drive Loyalty?

    Christian Gondek
    Australia
    October 15, 2011
    An article in Harvard Business Review (July 2010) by Matthew Dixon, Karen Freeman, and Nicholas Toman recommended businesses to “Stop trying to delight your customers” and “solve their problems” but instead to “win their loyalty”.

  • Customer Satisfaction Isn’t the Be-All and End-All

    Alan Bates
    Australia
    October 1, 2011
    Okay, it is pretty important, but it really depends on what you mean by customer satisfaction — especially when it comes to call, contact, or service centres. Are you happy with that? Did we help you? How nice was Jenny? On the face of it, these questions will help you identify a level of customer satisfaction on a ...

  • Is There Too Much Emphasis on Answering Telephone Calls and Not Enough on the Outcome of the Calls?

    Steve West
    Australia
    September 15, 2011
    Most organisations invest significant time and money into making sure their telephone calls are answered. But if the caller comes away thinking “That was a waste of time,” why answer the call in the first place? What steps can you take to ensure the caller puts the phone down thinking “That’s taken care of”?