our services

Call us on 0207 193 6520

analytics: understand the real drivers of customer behaviour and how the conversations you are having with your customers are affecting the performance of your business. Our analytics process, Prospect, is the evolution of hundreds of analytic programmes over the last 10 years and will show you how to improve your operational performance by focussing on:

   agent competencies: what are the causal links between competency and
  performance? what is the skill threshold required to drive call outcomes?

  conversation structure: what are the links between conversation structure and
  improving call outcomes? how can our understanding of behavioural economic and
  associated methodologies improve performance?

  conversational environment: all conversations happen in a context, a combination of
  systems, processes, previous comunication and physical constraints. understand the
  impact these are having on your conversations and, ultimately, the way your
  customers behave.

quality performance management: take the output from our analytic programme and use it to deliver focussed quality: quality that underpins and rewards improved conversation. Understand how to use the latest technology to revolutionise the way your business uses quality to inform strategic operational decisions. Outsource your quality and performance management processes to horizon2 and let us improve the overall effectiveness of your organisation

conversation design: with our experience in behavioural psychology we know that what your agents say or do will drive customer preferences and behaviour. We'll design your conversations and customer journey to maximise rewarding customer experiences and improve your business outcomes

channel strategy: we'll work with you to design the best customer journey ensuring that all communication channels are consistent with your brand

customer management strategy: we offer a full end to end customer management solution utilising the best speech analytics and quality management solutions in the market place today

customer insight: Knowing what your customers think of you, your company and your products or services, is a valuable source of solicited and non-solicited feedback. We design and deliver customer feedback solutions that generate the information and insight you want at the lowest possible cost