Benchmark Your Service Quality, The Smart Way ✨
CCSEI empowers organizations to elevate service excellence across digital and traditional channels through measurable, human-centric performance insights.
CCSEI empowers organizations to elevate service excellence across digital and traditional channels through measurable, human-centric performance insights.
The Customer Service Excellence Index (CCSEI) is a proven framework designed to evaluate service performance across key dimensions: Access, Systems & Procedures, and People. Trusted for over two decades, it's your guide to delivering smarter, faster, and more empathetic support.
Measures how easy it is for customers to reach the call center.
Tracks how quickly customers hear a dial tone after calling.
Indicates how often customers successfully connect to the IVR or a CCO.
Evaluates how fast customers hear the IVR greeting after choosing to speak with an officer.
Evaluates how smooth and convenient the service process feels for the customer.
Measures how consistently service standards are applied across IVR and human interactions.
Captures the comfort level of customers while navigating IVR or speaking with a CCO.
Assesses how easy it is to follow the flow of the IVR service process.
Assesses friendliness and the quality of solutions provided by the Call Center Officer (CCO).
Reflects the warmth and hospitality experienced during the conversation with the CCO.
Measures the accuracy and relevance of the solutions provided by the CCO.
Manual reviews miss too much. CCSEI brings consistent, year-round monitoring that uncovers hidden issues before they affect your reputation or retention.
Compare your metrics across industries and time periods. Get actionable insights, monthly performance trends, and clear improvement areas—no guesswork.
Whether you're a call center, digital business, or multi-channel brand, CCSEI helps you grow with confidence.