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Call Centre Assessments 
CRMA™
Customer Relationship Management Assessment™
(CRMA™)
Recent research carried out by CCCAG clearly shows that the way
customers are treated by customer service professionals has a significant
impact on customer retention and loyalty. To further support this,
the Technical Assistance Research Program (TARP) 1999 study on customer
service provided in a call centre environment revealed that 66%
of customers who chose not to do business with companies reached
this decision based on the indifference in attitude customer service
professionals had towards customers.
At the speed that business is travelling today, there is a critical
need for call centre teams to effectively and objectively evaluate
their present level of customer relationship competence and receive
expert advice on what to improve and which best practices would
be most important to implement.
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