Research & Audit

Research & Audit

Uncover insights. Identify gaps. Build better customer service.

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What we do

Insight-based approach to improving efficiency in contact centers
1
Operational audit
Evaluating contact center processes, team structure, training programs, and task management, along with KPIs and reporting tools — all to improve efficiency and align operations with business goals.
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2
Technology audit
Assessing the usability, effectiveness, and integration potential of contact center systems including telephony, CRM, and ERP tools to ensure they support processes, optimize costs, and provide meaningful analytical capabilities.
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What you get

Clear outcomes, real impact, and solutions that support smarter, more efficient business performance.
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.

Trusted by

Proven through experience.
Chosen for trust.

Axendi is a partner we fully trust. The team is engaged, highly competent and in our view demonstrates a high level of professionalism. We value their care for people, proactive attitude and ongoing support in helping us achieve our goals. What stands out is the very individual and flexible approach to the changing needs of the client.

Dimitr Kołodyński
CDMO Head of Advocacy & Care

A reliable and proven outsourcing partner enables us to achieve our goals and quality standards in the most efficient way. (…) Axendi supports us in fulfilling our objectives, especially during peak periods of customer engagement.

Anna Chmielewska
Customer Service Section Manager

We value our cooperation with Axendi for its atmosphere of trust, professionalism, and a true partnership approach. The team stands out with its problem-solving creativity, independence, and strong commitment. These are true professionals we can rely on.

Mariusz Pietuszyński
CEO

The Axendi team effectively supports our business – they generate sales leads, successfully implemented a motor insurance claims registration project, and maintain proactive communication with both our team and our dealer network. They’re a partner who truly contributes to our operational success and project growth.

Volvo Team

We value our collaboration with the Axendi team for their high level of flexibility, transparent communication and partnership-driven approach. The relationship is built on mutual understanding, trust and continuous commitment to improving efficiency together, which significantly supports the achievement of our shared goals.

Małgorzata Tkaczyk
Acting Remote Customer Meeting Point Manager, IKEA

We value our cooperation with Axendi for their effectiveness and consistently high service quality. The team operates based on proven processes and deep operational expertise, consistently meeting our expectations and responding quickly to our needs. Every project is handled with great care and precision.

Aneta Sawczuk
Marketing Project Manager

Working with Axendi is a true partnership built on mutual understanding and trust. We particularly value their flexible approach - the team quickly adapts to our changing business needs and actively suggests improvements. When entrusting direct customer contact to an external company, security and confidence that the partner acts as part of our team are crucial. Axendi fully meets these expectations.

Marta Maciejczak
Customer Support Manager

What we value most in working with Axendi team is their flexibility and consistent focus on quality at every stage. They adapt to our evolving needs without compromising standards. Data security is clearly a priority, which strengthens our trust and ensures compliance with internal and industry requirements.

Arkadiusz Bartoszek
Head of Customer Service

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FAQ

All you need to know about contact center audit outsourcing services
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. 

Our process

How we work
1

Understanding your needs 

CX challenges mapped. Business goals decoded.
2

Tailoring CX solutions

Custom-built strategies aligned to your business DNA.
3

Onboarding & training

Train-the-trainer programs for seamless handoff.
4

Real-time reporting

Transparency delivered through live performance dashboards.
5

Continuous monitoring

We track, learn, and optimize on the go.
6

Quality assurance

Rigorous reviews to ensure every touchpoint meets your standards.
7

Smart scaling

People and tech scaled responsibly — with excellence intact.

Get in touch

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Our expert will contact you within 24 hours to discuss your needs.

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