Purdue partners with American Teleservices Association
WEST LAFAYETTE, Ind. — Purdue University's Center for Customer Driven Quality will team with American Teleservices Association, a not-for-profit trade association that represents inbound and outbound contact centers, to collect research and provide education on the more than 57,000 contact centers in the United States.
|
"The call center is at the forefront of delivering customer satisfaction, and our Center for Customer Driven Quality has been at the forefront of producing research and education since 1989," Feinberg said. "Through our partnership with one of the largest trade associations of contact centers in the nation, we can continue to provide broad educational, research and professional leadership to companies everywhere, but especially right here in Indiana."
More than an estimated 25 billion calls are made to companies to ask questions, solve problems and/or conduct business, Feinberg said.
"Callers to a contact center with a good experience are more loyal, more positive about a company and indicate a greater willingness to be a customer of the business than those who have a negative call experience," he said. "A company can't promise they won't make a mistake, but they can promise that they will correct the mistake. That is where the contact center fulfills its promise."
Founded in 1983, the American Teleservices Association represents more than 4,000 contact centers employing more than 1.8 million professionals in the United States and numerous foreign countries.
Through educational events, legislative representation, industry and regulatory updates, and domestic and international networking opportunities, the group provides leadership in the professional and ethical use of the telephone as a vehicle for conducting business.
The partnership is a means to bring relevant industry comparative analysis and critical research to interested professionals, said Tim Searcy, chief executive officer of the association.
"Education is a core belief of the ATA," Searcy said. "Purdue’s research, especially their benchmarking studies, is both innovative and beneficial to the growth of business. Everyone has been interested in accurate, timely and relevant benchmarking information to improve operations in contact centers, and our partnership with Purdue delivers on that need."
Writer: Maggie Morris, (765) 494-2432, maggiemorris@purdue.edu
Sources: Richard Feinberg, (765) 494-8301, xdj1@purdue.edu
Tim Searcy, (317) 816-9336, tim@ataconnect.org
Purdue News Service: (765) 494-2096; purduenews@purdue.edu
Related Web sites:
The Center for Customer Driven Quality: https://www.ccdq.com/
American Teleservices Association: https://www.ataconnect.org
PHOTO CAPTION:
Richard Feinberg, director of the Purdue Center for Customer Driven Quality in the Department of Consumer Sciences and Retailing, works with multimedia in his office. (Purdue News Service photo/David Umberger).
To the News Service home page