Building Better Connections
Blending Psychology, Technology and Customer Interaction Expertise
What we do
At Insight Research Solutions, we know that every customer interaction matters. That’s why we specialize in delivering innovative solutions that combine advanced technology with human-centric strategies to enhance efficiency and create exceptional customer experiences.
Our expertise lies in transforming contact center operations through tailored solutions, including cutting-edge quality monitoring systems from sampling small percentages to 100% call monitoring. By analyzing every interaction, we help you gain actionable insights, ensure consistency, and drive performance improvements across your team.
Customer Interaction Training
With over 20 years experience designing training for some of Australia’s best known and loved brands we know just what it takes to develop the skills and knowledge needed to build connections.
Let us partner with you to review your training plans and materials, ensuring they align with your goals. Have questions about your current approach? Need to refresh skills for an upcoming project? Our tailored consultations are designed to fine-tune your strategy and set your team up for success. Together, we’ll ensure your customer interactions are seamless, effective, and impactful.
Quality Monitoring and Interaction Analytics
Outsourcing quality monitoring provides a cost-effective, scalable way to ensure exceptional performance and compliance. It eliminates the need to spend hours listening to calls, allowing your team to focus on high-impact activities like coaching and development. With external expertise and advanced analytics, you gain unbiased insights, consistent evaluations, and actionable feedback—freeing your resources to drive improvement where it matters most. This approach enhances your ability to identify trends, improve customer interactions, and maintain top-tier standards, all while staying ahead in delivering superior customer experiences.
Contact Centre Transformation and Digitisation
Most businesses have a contact centre which is expensive to run, challenging to upgrade and have areas of pain points. Let us help you support the push to digitisation. We do this by prioritising transformation efforts by using the feedback your customers give you to identify better ways of interacting with them and using our behavioural change models to better embed the change.
The Most Experienced Customer Interactions Team in Australia
For over 20 years, we’ve empowered businesses to strengthen connections with employees, customers, and stakeholders—helping them achieve their goals while minimizing risks. Our proprietary interaction and risk management solutions are designed to scale your monitoring capabilities effortlessly. Connect with us today to discover how we can help drive sustainable growth, mitigate risks, and set your business on a path to success.
Our Analytical Approach We collaborate with you to uncover pain points, identify gaps, and address weaknesses across first- and second-line controls. Our solutions provide scalable visibility, empowering you to make informed decisions with confidence.
Proven Success Across Industries We partner with clients across highly regulated industries, including:
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Financial Services
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Superannuation
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Insurance
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Government
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Education
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Utilities
Our team of experts is ready to develop a tailored plan to elevate your business. Let’s create a solution that drives measurable outcomes and long-term success.
Our Founder
Starting in the Contact Center industry over 30 years ago, Mia developed the first managed analytics service in Australia working with some of the world’s best known and loved brands. Established in Melbourne, her first organisation went on to export services to 8 countries across 3 continents blending psychology, technology and her call centre expertise. After selling her business to a Big 4 consulting firm, Mia went on to spearhead a technology solution that blends face to face interactions, contact centres chat, email and phone recordings to form a single customer journey view. She has been a passionate advocate for the customer and has been acknowledged as one of the top influencers in Asia Pacific by the industry.
Mia Lander
Managing Director
We'd love to hear from you!
Our Projects
33% uplift in quality in 1 quarter
A Telco outsourced their 300 seat contact centre and wanted an independent view of quality:
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Establish a baseline of performance
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Improve compliance with their quality monitoring framework
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Access results in a fit for purpose dashboard
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And have data stored in accordance with security standards
Our Solution
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We co-designed the Quality Monitoring Framework
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Agreed transfer and storage processes in accordance with security standards
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Conducted analysis and insights
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Matched the 3 key customer asks and conducted regression to identify which of the call flow steps were associated with a positive outcome
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Built a visualisation dashboard for the client and continued to deliver insights.
Small Govt Centre
A local government contact Center wanted to uplift quality monitoring efforts but was constrained by headcount restrictions.
They sought a solution that would enable quality monitoring to occur using their existing telephony system and without incurring headcount.
Our Solution
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We familiarised ourselves with the existing quality form and Genesys solution
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Conducted calibration with client management staff to align assessments
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Conducted sample testing and
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Then undertook BAU quality monitoring with regular calibration
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About us
Insight Research Solutions is a company made up of some of Australia’s most experienced and passionate interaction experts and thought leaders. With over 20 years experience listening to customer interactions and strengthening human connections we know just what it takes to build award winning contact centres.