CallSat

Measuring the customer experience in your government call/contact centers

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Why Use CallSat?

► CallSat uses the American Customer Satisfaction Index, a renowned and patented satisfaction measurement methodology. The ACSI is the world’s leading measure of the quality of goods and services in industry and government. The Federal Consulting Group and CFI Group partner to bring this survey to federal call/contact centers.

► CallSat provides you with specific, actionable findings about how your call center can serve your customers from their point of view.

► You’ll get continuous feedback on your call center’s performance—ongoing measurement and reporting. Every day CFI Group contacts a sample of your customers who have just called your call center and asks them to complete a short survey. These results are available 24/7 on an online reporting portal, so you have access whenever you need it.

► CallSat analyzes and reports the data so you can see how your call center is performing in critical areas, and also what areas have the greatest impact on customer satisfaction.

► Your scores are reported to you on a scale of 0 – 100 and can be benchmarked with both public and private organizations.

► You’ll get actionable information that you can use to:

• View service trends over time
• Prioritize areas for training and development
• Set goals for customer service
• Allocate resources to optimize service quality

OMB Clearance

► FCG has already obtained a generic clearance from the Office of Management and Budget for using ACSI surveys to assess the services of federal agencies. As a result, each new ACSI project receives expedited review and clearance—all taken care of by FCG.

To learn more about CallSat, call Susan Grow at the Federal Consulting Group, (202) 504-3646.

CallSat  March 2007

 

Government experts helping government organizations

» Anne Kelly Is Certified in Appreciative Inquiry

» Ritz-Carlton VP Will Speak on November 20, 2006, at Event Co-sponsored by FCG and the Council for Excellence in Government

» FederalTimes.com Interviews Ted Kniker, FCG's PART Expert, Oct. 9, 2006

» Ted Kniker Brings Evaluation and PART Expertise to Federal Consulting Group

What Our Customers Say

Department of Homeland Security: “FCG’s product transcends traditional deliverables. They not only guided us to short-term results, but also taught us skills to build on those successes indefinitely. We are so glad that the FCG consultants came to our site to help us...we wanted to change, but didn't have the know how to do it. They really helped us."

Department of Veterans Affairs: “Your leadership and that of your team during the process was critical to success. I'm very excited about the possibilities!!!! Thanks!”

Department of Defense: “Thanks for our session and the follow-up email materials. It has been a good learning experience for me. Many thanks to you for both your support and encouragement.”

Environmental Protection Agency: "FCG services have been very effective and highly valuable.”