Firms Partner to Roll Out Call Center Analysis Tool

In the US, customer satisfaction measurement specialist CFI Group will tap into teleservices company OLC Global's knowledge of the contact center industry to drive growth of its CallSat solution, which helps users manage, monitor and improve their call centers.

Using the patented methodology and technology of the University of Michigan's American Customer Satisfaction Index (ACSI), the system is able to quantify the link between drivers of customer satisfaction and financial outcomes.

For example, CallSat promises to uncover how well a call center is satisfying its customers' needs, which of those needs most impact on profitability, and what is needed to enhance the customer relationship in the future. It also measures performance, benchmarks against the same index as the ACSI, uncovers the cause-and-effect mechanisms behind satisfaction and customer behavior, and prioritizes change by its quantified impact on satisfaction.

'OLC Global will help us deliver CallSat to the front doors of call centers around the United States,' explained CFI Group CEO Sheri Teodoru. 'Thefirm's relationship with the call center industry allows us to disseminate ACSI-based customer satisfaction research and analysis to call center managers who are eager to improve financial results without sacrificing satisfaction.'

The partners are online at: www.cfigroup.com and www.on-linecom.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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