TKW Research Group is one of Australia’s and New Zealand’s largest market research data collection companies. Founded in 2007 it now has offices in Melbourne, Sydney, Auckland (NZ) and Suva (Fiji).
TKW Research Group has a number of subsidiaries that specialise in various aspects of market research – healthcare, compliance auditing/mystery shopping, qualitative recruitment and intercept/face-to-face interviewing. Among its extensive list of clients can be found the top 4 largest banks in Australia, federal and state government departments and agencies as well as huge retailers like Coles, Woolworths, Bunnings and their suppliers. An interesting by-product of this research work was our increasing understanding of the problems confronting organisations of whatever type around the issues and challenges they face with the proliferation of customer facing communication channels and maintaining customer experience across all of them.
There is also an emerging theme around the challenges arising from pandemic related unfilled vacancies, staff absenteeism and the proliferation of customer facing communication channels, making delivering a quality customer experience problematic to say the least. While companies have the option of outsourcing or off-shoring their operations, many cited major concerns of a loss of control, the dumbing-down of operations, the potential for reputational damage and poor customer experience as reasons not to proceed down this path. Seeing an opportunity to create a solution that allowed businesses to retain complete control while gaining the support of professionals skilled in achieving brilliant service, CDM Direct was born.
CDM Direct is now an up and coming challenger in the BPO space with a unique research proven attitude to working with clients to assist them through their CX delivery issues on a co-sourcing/partnership basis.
Why setup an outsourcing company in Fiji?
For many people, Fiji is simply a tourist destination. However, along with its tourism industry, Fiji is also home to Outsourcing businesses working with organisations across Australia, New Zealand, the USA and Europe. English is the official language of Fiji and is widely used in government, business, and education.
The Fiji workforce is loyal. Fiji reports unusually low annual attrition rates (12%), which has flow-on benefit in terms of much lower recruiting and training costs than other destinations. Fijians regard working in a contact centre supporting international brands as a prestigious career path, and this contributes to their long average tenure. Further, Fijians have excellent customer service skills, fostered by the rapid growth of the tourism industry, with its emphasis on service and hospitality. Culturally, Fijians are known to the world as the friendliest people on earth with the renowned ‘Bula’ spirit, and their dedication to ‘make people happy’.
Fiji also provides an irresistible cost advantage, which offers Australian & New Zealand companies >50% savings when compared to delivering a contact centre operation onshore.
The services they offer
Market Research Data Collection Services including:
- Telephone interviewing
- Online surveys of healthcare professionals
- Compliance auditing & mystery shopping
- Qualitative research recruitment
- Intercept interviewing Contact Centre Services
- Inbound customer service
- Outbound sales and appointment setting
- Shareholder communication
- Back office administration
- Debt Collections
- Product Recalls
“I have approached TKW Research on multiple occasions for fieldwork quotations, and they are always careful to ask the right questions to fully understand the brief, but then uses their expertise to really flesh out the practicalities of the job – which is what we all want from a fieldwork partner! They go also go above and beyond to meet client deadlines and co-present pitches, which is so appreciated on large jobs.”
Kim Sullivan – ORIMA Research
“TKW is a long-standing, experienced company with national coverage and capability. They will do what is required to get the job done and aren’t afraid to put forward alternate suggestions as to how a methodology or approach could be improved. TKW has provided excellent field services to Painted Dog on this project over the past 9 years.”
Chris Batini – Painted Dog Research
“There was nothing hard for CDM Direct. The Management team are easy to deal with and made me feel very comfortable at all times. I would highly recommend the services of CDM Direct”
Angela Ribera – Nutrimetics Australia
“CDM and its team have been a very important part of our success and growth. It is not always easy to trust another company to service your customers but we never had to question their ability to keep our customers Happy”
Sarah Lilley – IPF Australia
“Service has been exceptional, available 7 days per week. I would recommend CDM to anyone looking for professional and reliable call centre services.”
Anthony Gurney – Sydney Ultrasound for Women