The market research firms perform customer interaction based on the client's request and customized questionnaire designed by research teams. This activity is performed by several niche departments dedicated to each kind of deliverable required. Apart from the niche departments there are verticals dedicated for quality, staffing and operations. The Operation team performs data gathering from customers and the collected information is used by the Analysis team for client-side decision making.

• Research team prepares business need centric questionnaire's managing and comprehending client side needs with customer side needs and aspirations. The questionnaires are paper/pencil based.
• Data for calling for the questionnaires comes from various distributed client-side resources in random formats; the same is manually sorted, integrated, collated, coded and uploaded for legal check. The agents call onto customers and manage filing of the questionnaires based on the responses received manually on paper.
• The responses are collated and shared with the analysis team for advisory purposes to the client.

The above system apart from being an error-prone and difficult to manage activity also does not produce the desired results for the client as the activity is unproductive and always overshooting its targeted deadline. With management of such a huge data, calling also gets hampered and collating of the manual customer responses is always a mammoth task at hand.

Research firms need a solution to automate their Data management activity that makes it easier to manage the operations like managing of calling lists, calling data storage, recording of interactions & call data for performance monitoring, and eased analysis of the data for relevant and effective research for the end clients. Also there is a need to automate the outbound calling activity for more relevant customers to agent mapping for better productivity and reducing the underlying delay in the manual processes.

Drishti's solution offering adequately resolves the issues faced by a typical research firm by centralizing the data management and distribution, automating the calling activity, digitizing the questionnaires and their related responses and produce the results for efficient data analysis for enhanced client-side experience. The futuristic solutions from Drishti are armed with intelligent capabilities of integrated lead and number management, voice interactions management and quality management. Drishti also offers innovative agent self learning tools that helps to deliver standard customer service.

The benefits provided by Drishti include

• Greater Consumer Satisfaction and Retention with Increased Efficiency hence more Profitability per Advisor
• Eliminating Agent Idle time with enhanced Customer Experience
• Saving of significant man-power in post processing of surveys
• Elimination of human errors due to manual interventions
• Improved agility and change management as per client needs