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Contact Centers
One of the fastest growing service sectors is contact centers, where resolving the customer's issue is key. We have developed customer satisfaction measurement programs for the largest contact centers operated by the federal government.
PCG can help you determine the right approach to get the most from your measurement investment. We will partner with you to determine whether you want to: capture feedback for customer service representative coaching and monitoring; capture the voice of the customer for improvement planning across the center or centers; or capture feedback across multiple contact channels in one survey. PCG will help you design a satisfaction measurement program that will translate into results.
A sampling of PCG's contact center clients includes:
Centers for Medicare & Medicaid Services 1-800-MEDICARE Line
(Read the case study.)
Federal Student Aid's 1-800-4FEDAID Help Line
IRS's Toll-Free Tax Assistance Line (45 Call Centers)