Market Research: A Human Resources and Operations Manager perspective

Silvia Planella/ May 8, 2014/ blog

Sean Hickey is the Human Resources and Operations Manager of Arema Connect. We asked him about his point of view in relation to Market Research.

Please explain your experience with Market Research?

My experience with Market Research is internal (for our own company) and external (supporting specific Market Research contracts).

I have over 17 years experience managing teams and performing research projects to review their performance. Internal Market Research projects include Employee Satisfaction Survey, Performance Analysis and Mystery Shopping Exercises to our own employees.

External Market Research projects: As Operations Manager, I have performed, commissioned and managed numerous mystery shopping exercises and customer care surveys for a large diversity of sectors including: motor trade, health and retail sectors.

The largest project that I managed was composed by a team of 10 market research field agents and 1 data analyst. My duties were to set up an outbound dialler, agree with the client the questionnaire, upload the survey to our system, ensure the data integrity of the responses and provide to the data analyst with the data to be reviewed and finally assist within the creation of the final report.

 

Define “market research ” in 10 words?

Exercise to analyse staff performance and improve the work place.

 

Why market research is important in your job?

As Human Resources Manager, Market Research allow me to access the well-being of our employees and improve their working conditions. We have a yearly employee satisfaction survey that collects our employees feedback and provides invaluable information in relation to training, office improvements and satisfaction levels.

As Operations Manager, we collect & analyse data for all areas of our contact centre in order to predict work flows patterns and improve our service levels.

The analysis of this information helps us to access our employees performance and match agent to specific projects. It helps us to plan ahead and compare trends from year to year.

Human Resources Managers and Operations Managers should use Market Research exercises to analyse their workforce and improve their performance levels in conjunction with system analysis to help improve service to Clients and also value to our organisation.

 

Explain in 10 words why you would outsource your market research requirements to Arema Connect? 

Experienced research team with excellent phone manners and an analytical skillset.

 

For more information please contact us, Call us now at +44289 57 57 275 (UK) / +35321 482 4300 or email info@aremaconnect.com to discuss your requirements with us.



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