Services

CallSatTM by CFI Group

CallSat monitors customer satisfaction with call centers in real-time, using the proven and nationally-recognized methodology of the American Customer Satisfaction Index.

With CallSat, customer-focused call centers can:

  • Continuously measure satisfaction and monitor performance at every level
  • Easily view and report results from an interactive online dashboard
  • Predict customer behaviors
  • Pinpoint areas where improvements will have the greatest return on investment
  • Quickly and precisely track the success of new initiatives or changes
  • Manage priorities with a methodology that shows direct cause-and-effect, so that you know exactly where to allocate resources
  • Benchmark against other call centers in your industry or across the economy

The CallSat approach to gathering data from customers is designed to be as unobtrusive as possible. Using the ACSI methodology means that we require a very small sample size to generate statistically significant results. With only a short IVR survey, we are able to gather rich customer feedback to let you easily measure, monitor, and manage call center customer satisfaction.

 

Download Information

Call Center Measurement

CallSat by CFI Group offers measurement, results and customized analysis to prove the value of the call center to the entire enterprise

2009 Contact Center Satisfaction Index (CCSI)

View the results of the 3rd Annual Contact Center Satisfaction Index (CCSI) as we examine the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior.