Contact center operations
E-commerce
Technologies
Research & Audit
CX Research & Audit Services
Uncover insights. Identify gaps. Build better customer service.
Strategy-aligned CX insights
To improve customer experience, you first need to understand it deeply. Not just from a process perspective but through the lens of real customer needs and expectations. Our CX research and audit services help identify gaps across the customer journey, evaluate the effectiveness of current efforts, and highlight key areas for improvement.
We analyze customer feedback, audit all brand touchpoints, and map the complete journey across channels. This gives you more than just a diagnosis. You receive clear, actionable recommendations that support higher customer satisfaction, streamlined operations, and stronger alignment between your CX efforts and business goals.
What we do
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Operational audit
The delivery of a comprehensive contact center operations audit covers key areas such as team structure, task management, training programs, process execution, KPIs, and reporting tools. The audit identifies inefficiencies and misalignments that affect performance, supporting efforts to streamline workflows, boost agent productivity, and align day-to-day operations with broader business and customer experience goals.
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Technology audit
The undertaking of a targeted assessment of your contact center technology stack includes a review of the usability, performance, and integration of key systems such as telephony, CRM, ERP, ticketing tools, and knowledge bases. The audit identifies gaps, inefficiencies, and opportunities to reduce costs, enhance system effectiveness, and ensure your technology fully supports CX objectives and future automation initiatives.
CX expertise you can act on
Our approach is grounded in real-world experience and measurable outcomes. We don’t deliver generic audits — we provide tailored insight rooted in how contact centers actually operate, scale, and evolve. From technology and team structure to customer behavior and performance metrics, here’s what sets our CX research and audit capabilities apart.
Trusted partner in CX research and operational insight
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Hands-on operational knowledge
We don’t just analyze. We understand execution. Our audits are rooted in years of experience managing contact center operations across industries.
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Sector specific insight
From e-commerce to finance and healthcare, we tailor research and audits to the unique dynamics of each sector, ensuring relevant and actionable results.
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Expert-led research frameworks
Our research is led by CX strategists and operational experts who combine qualitative insight with measurable, data-driven outcomes.
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Human & technology perspective
We assess both the customer journey and the tools behind it, ensuring that people, processes, and platforms work in harmony.
Clear visibility into current operations
An approach that enables smarter decisions and optimized performance, grounded in insight, strategic alignment, and ongoing improvement.
Data-driven decision-making
From visibility to optimization, a clear understanding of operations powered by data-driven insights that strengthen performance.
Aligned CX strategy
A strategic connection between customer expectations and business goals that ensures consistency, improves satisfaction, and drives measurable results.
Process improvement opportunities
Results driven by the connection between insight and action with a focus on what works and continuous improvement where it doesn’t.
Proven through experience.
Chosen for trust.
Get a personalized service proposal.
When should you use research & audit outsourcing services?
Outsourcing research and audit services is most valuable when your organization needs an objective, data-driven view of its operations, especially during periods of change, growth, or performance uncertainty. It’s the right time when:
- You’re planning strategic changes (e.g. automation, restructuring, CX transformation) and need a clear picture of your current state to guide the next steps.
- Performance metrics aren’t aligned with business goals or reporting lacks depth and insight.
- Your team lacks the time, tools, or specialized expertise to conduct in-depth process, KPI, or technology audits internally.
- You’re scaling operations and want to verify whether systems, structures, and teams are ready to grow.
What kind of outcomes or deliverables can I expect?
- A detailed audit report outlining findings, inefficiencies, and improvement opportunities
- Process maps to visualize how key workflows currently operate and how they can be optimized
- Gap analysis comparing current performance to best practices or strategic goals
- Recommendations prioritized by impact, feasibility, and alignment with your business objectives
- KPI evaluation with suggestions for more effective performance tracking and reporting
- Technology assessment showing how existing tools support (or limit) operational goals
- Data quality review to ensure that the information you rely on is accurate, consistent, and decision-ready
- Executive summary to support leadership in making informed, strategic decisions
Can Axendi provide contact center services and tech tools if the audit identifies a need for additional support?
Yes, and in fact, that’s where the real value lies. At Axendi, research and audit outcomes don’t end with a report — they form the foundation of a clear, actionable roadmap. Based on the findings, we help define prioritized steps and offer both the technological solutions including our voicebots, automation tools, and system integrations, and tailor-made contact center services such as scalable team models, omnichannel support, and optimized workflows. Everything we recommend is designed and delivered in-house to address your specific operational and strategic needs.
Looking to outsource your customer experience processes?
Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.
Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.