Government Contact Centers

CFI Group offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of your metrics to help you easily track and improve contact center performance.

Measuring customer satisfaction is critical to any successful contact center, but satisfaction scores alone don’t necessarily translate into clear action. Our contact center satisfaction measurement solution offers customized analysis to prove the value of the contact center to the agency, putting metrics to work for you.

  • Measure elements of the caller experience, pinpointing key drivers of satisfaction and behavioral outcomes
  • Easily track and report contact center performance at every level
  • Identify and prioritize actions for maximum impact and return on investment

KNOW YOUR CUSTOMERS

Get inside the minds of customers by using the scientific and proven customer satisfaction measurement and management tool designed specifically for contact centers. Understanding what citizens want at every stage of contact center service generates strong customer loyalty and provides actionable intelligence the entire agency will value.


MEASURE AND REPORT PERFORMANCE

Far more precise, accurate, and reliable than other customer satisfaction measurement tools, CFI Group's solution tracks performance continuously across the entire contact center experience, and reports results across all levels and segments, right down to individual agents. More than simply providing a satisfaction scorecard, CFI Group identifies your best opportunities for maximum impact and tracks your progress toward success.


PREDICT SUCCESS

CFI Group gives contact centers what they need most—financial insights and decision-making confidence that comes from knowing what’s important to your customers and what will impact their behavior. We provide specific actionable intelligence to help you make smart decisions and build strong, loyal relationships.

CFI Group's Contact Center Satisfaction measurement includes:

ACSI METHODOLOGY
A Proven Measure of Success – a scientific way to track progress and understand how customers feel and what they will do in the future.
BENCHMARKING
Utilize the nationally-recognized American Customer Satisfaction Index as the ultimate benchmark. Agencies working with CFI Group will benefit from in-depth comparisons with similar organizations who have adopted this solution.
ONLINE DASHBOARD
Provide all levels of your organization with real-time, drill-down dashboard access to survey results and analytics—available through a secure online portal 24/7.
EXPERT CONSULTANTS
A Roadmap to Improve Satisfaction – Receive consultations from CFI Group experts and detailed reports identifying how to profitably improve satisfaction and loyalty.
RESULTS
CFI Group identifies which improvements are most relevant for your customers and calculates optimal levels at which to set operational targets (not too low, not too high), helping you reduce costs and deliver ideal customer service.
ACSI METHODOLOGY
A Proven Measure of Success – A precise understanding of how customers feel, what they will do in the future, and a scientific way to track progress.
BENCHMARKING
Utilize the nationally-recognized American Customer Satisfaction Index as the ultimate benchmark. Agencies benefit from in-depth comparisons with similar organizations who have adopted this solution.
ONLINE DASHBOARD
Provide all levels of your organization with real-time, drill-down dashboard access to survey results and analytics—available through a secure online portal 24/7.
EXPERT CONSULTANTS
A Roadmap to Improve Satisfaction – Receive consultations from CFI Group experts and detailed reports identifying how to profitably improve satisfaction and loyalty.
RESULTS
CFI Group identifies which improvements are most relevant for your callers and calculates optimal levels at which to set operational targets (not too low, not too high), helping you reduce costs and deliver ideal customer service.