Case Study: Radial achieves higher customer satisfaction and financial efficiency with CFI Group

eBay Enterprise - Customer Case Study

Radial, which operates multiple contact centers supporting well over a hundred retail brands, faced the challenge of improving customer satisfaction (CSAT) across diverse clients without simply adding cost. To tackle this, Radial partnered with CFI Group and adopted CFI’s ACSI-based methodology and cloud-based platform — including the Contact Center Satisfaction Index (CCSI), case management module, verbatim/text analytics, and real-time reporting — to identify brand-level drivers of satisfaction and guide data-driven improvements.

CFI Group’s tools and analysts enabled Radial to implement continuous CSAT measurement, automated alerts, root-cause analysis, and targeted agent coaching, with CSAT metrics embedded in scorecards and operational processes. As a result, Radial achieved measurable gains: first-contact resolution rates trended upward, customer engagement and email response rates increased (boosting web-store conversion and revenue per customer), and the program delivered higher revenues for clients at lower incremental support costs — all driven by CFI Group’s platform and expertise.

Radial