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Real Contact Audit. An independent view of how real your customer contact is.
A Real Contact Audit gives you sharp, impartial insight into how human and effective your customer contact is. Not driven by hype or tooling, but by over 25 years of craftsmanship. You get a report with strengths, risks and improvement priorities based on impact.
- Independent for over 20 years
- No vendor lock-in
- GDPR-proof
Report · score per dimension
What you get
What you actually get back.
- A clear analysis of strengths and risks.
- Practical recommendations you can act on straight away.
- Improvement priorities based on impact, not on buzzwords.
- Real-world examples that show where things go wrong, or go right.
- Advice for lasting change in behaviour, processes and culture.
- A benchmark against comparable organisations and, where relevant, the business case for improvement.
What we examine
Seven angles.
- Quality of conversationsPhone, chat, email.
- Realness of contactListening, asking follow-up questions, empathy, reliability.
- Process logicWhere customers get stuck.
- Organisational cultureWhat employees feel and pass on.
- TechnologyWhether it supports people or gets in their way.
- Customer promisesWhether they are kept.
- Leadership and coachingHow people are managed and coached.
How we do it
Four steps, one report.
- 1
Market research.
Customer needs, trends, comparison with industry peers, reputation and expectations. Result: a realistic framework.
- 2
Interviews.
From front office to management. How employees experience their work, what they run into, how they are managed and coached. Result: insight into culture and craftsmanship.
- 3
Mystery customer contact.
We approach your organisation as an ordinary customer by phone, email, chat or at the front desk. Result: raw, honest observations.
- 4
Report and priorities.
A score per dimension, from Insufficient to Good. Recommendations for the short and long term, with the business case included.
Who it is for
Why organisations have this done.
- To anchor customer contact in values instead of scripts.
- To gain or restore the trust of customers and employees.
- To raise quality without expensive technology.
- To get objective feedback that is hard to surface internally.
- To back a tender or omnichannel strategy with facts.
Effecta certificate
“This company delivers real contact.”
If your organisation scores at least Good on all main criteria, you receive the Effecta certificate: independent proof for customers, employees and stakeholders that your customer contact is people-focused, honest and consistent. The certificate is only for organisations that see customer contact as a craft, not as a script.
Proof
Strategy that stands up to the market.
More about the Real Contact Audit
Customer contact advice that starts with the customer, not the tooling.
A lot of customer contact advice starts with a software demo. That is no coincidence: the adviser often sells the software too. Effecta deliberately does it differently. We are not tied to a brand or platform, so we have no interest in presenting every problem as a tooling question. Sometimes the solution is a dashboard, sometimes a different opening hours schedule, sometimes a conversation with the team leaders about how coaching is done.
The advice is useful at different moments: when you are preparing a tender and want to know what you really need, when the NPS is falling and nobody knows why, or when you have to justify an omnichannel strategy to the board or council. In every case you get an opinion that is separate from the supplier you choose later.
Mystery calling as part of the research
Mystery calling shows what a customer experiences, not what the process describes. We call, email and chat as an ordinary customer and record how long it takes, whether the question is understood and whether the promise is kept. We set those observations alongside what employees tell us in the interviews. The difference between the two is often the most important finding. Want a first impression without a full study? The Real Contact Scan gives you an initial picture of where you stand in a few minutes.
Start with a half-hour conversation.
We discuss your situation and whether an audit is a good fit. Not ready yet? Take the free scan first.
- No obligations
- A colleague will reply within one working day