Consumer Affairs Departments

The Consumer Affairs Department is the bridge connecting a company’s products and services with its customers, and may be the only personal contact your customers have with your company. The call center meets the consumer’s needs by answering questions, receiving comments and handling complaints. 

It is critical to understand the connection between service delivery, customer satisfaction levels, and the ultimate impact of the call center experience on customer loyalty and retention.

TCFCR offers a customer satisfaction and loyalty measurement system which enables your department to:

• Identify and capitalize on strengths
• Pinpoint and take action on potential opportunities for improvement
• Fine-tune the response process on the basis of customer feedback
• Generate a performance profile which helps demonstrate the call center’s contribution to the Company’s bottom line.

Via comprehensive telephone interviews with your company’s most important asset - your customer, TCFCR obtains direct feedback from the consumer’s perspective. The survey process is designed to gauge satisfaction with the entire call center experience, from initial contact through receipt of fulfillment, including possible post-contact follow up. We have experience across a broad range of consumer packaged goods (CPG) and service industries, and evaluate both internal and outsourced call center operations.

Our interviewers are personable, college educated professionals who maximize the survey process by building rapport and facilitating a meaningful dialogue which goes beyond the peripherals. Your customers are treated with concern and respect, and their contact with TCFCR reinforces that you value their business and care about the quality of service you provide.

A competitive marketplace dictates a proactive approach to customer service, and also requires an assessment of how your department’s performance is perceived in relation to that of your competitors.

TCFCR’s exclusive benchmarking data uniquely qualifies us to benchmark your company against other leading corporations. Our Mystery Shopper Evaluations provide additional value to the satisfaction measurement process by garnering objective input from TCFCR interviewers regarding both your own and your competition’s performance.