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| "Our call quality monitoring partnership with CSR Inc. is one of the most effective methods for improving the level of service we provide to our customers. We focus intently on our vision of being recognized by our customers and peers as the best in the business. Thanks to CSR Inc., our quality scores continue to improve year over year." -Amy Gancasz, VP of Operations, Gulph Creek Hotels "The team at CSR Inc. was amazing to work with – from beginning to end. Every member of the team was extremely helpful and responsive, no matter what the request. This was the first time I ran a mystery call program and they really walked me through the process and made it easy. If I ever do another program, they'll be my first call." - Donna Perkins, Executive Director of Customer Service, Comcast "CSR Inc. provides the objective, third party measurements we need to ensure that our training methods are effective and that our customers are receiving quality service. Their comprehensive reporting platform allows us to quickly determine where we need to direct our training efforts and take immediate action. The on-call coaching is instrumental in moving the performance needle faster than we could internally. I have found these services to be an integral component of my behavioral based call center programs." - Jim Hashman, Division Director, Sales and Learning Development, Comcast University "In our call centers, we expect our front line employees to perform many diverse functions. To ensure that we provide excellence in service on the phone every day, we need the quality support CSR Inc. supplies. Their analysis of the entire call gives our supervisors more time for additional coaching opportunities on a consistent basis." - Paul Brideau, National Director, Sales and Training, Cable One |
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