Research Methods

by Paul Hudson, Director of Research

The primary focus of our research is to understand more about how customer relationships are built through interactive media.

Our reputation as a research organisation is well founded, with our ability to undertake all key research techniques combined with our reputation for interpretation, insight and methodology development. This enables us to add incisive thought and understanding to both your strategic direction and operational development.

Teleconomy have specific skills in the following areas of interactive media:

• Call Centre
• Mobile
• Internet
• iTV
• Digital Radio

Paul heads a multi-skilled team that includes statisticians, research consultants, qualitative experts, IT experts and project managers. He has extensive business and analysis experience and has been a key member of the team for 4 years. Click here for more...

Data Collection

Teleconomy has in excess of 19 years experience of regular monthly, quarterly and bi-annual benchmarking for over 100 organisations and call centres across all sectors nationally and internationally.

Different data collection methods are frequently combined to provide greater depth and objectivity. Teleconomy focuses on improving operator performance and customer service through a combination of measurements including:

• Ethnographic and in-home research
• Focus/discussion groups
• Telephone depth interviews
• Online survey collation

Teleconomy are unique in research companies by possessing their own call centre. We have multi-lingual capabilities to enable performance audits for international organisations using native speakers. International projects include:

• Mystery shopping for a world-class customer satisfaction survey across 22 different countries
• Assessing Call Centre performance for a global car manufacturer in Europe, the US and India.

Throughout the process of performance measurement and development, Teleconomy is also able to compare the organisation to competitors in the same sector. Our services include:

Performance Benchmarking
‘Perception Gap’ analysis
Customer Satisfaction Measurement

Research Interpretation

Teleconomy carry out continuous desk research, pulling together the latest published materials from diverse sources including academic, commercial and popular publications. Our staff combine academic backgrounds in such fields as anthropology, sociology and behavioural science with commercial experience. Running this research alongside our other projects allows Teleconomy to constantly refresh its knowledge underpinning our services to clients.