The Paisley Group Ltd. exists to help clients leverage opportunities in call centers with specific emphasis in Directory Assistance/Operator Services (DA/OS).

PGL is the leading DA/OS consulting company and the premier independent measurer of database accuracy, agent accuracy, Customer FulfillmentSM and Customer CareSM in the industry today. We are a team of experienced, multifaceted professionals who turn challenges into revenue-generating opportunities for our clients through consulting, measuring, benchmarking, and the development of plans that work.

Our call center/telecommunications practice was established in 1987 to address perceived imbalances between data quality, technical systems and operations. We combine many years of experience with in-depth experience with the largest call center companies and DA/OS providers worldwide. Our highly experienced staff has over 150 years of combined experience in all aspects of call center management, quality and statistical modeling.

Adding creativity and customization to sound statistical research and benchmarking, Paisley works with clients to develop existing potential and leverage new opportunities. We help define goals and challenges, gather and analyze data, and develop effective methods for optimizing operations, achieving objectives and reaching quality goals. By the use of audits and surveys, Paisley provides intelligence and root cause data to our clients about the entire customer/operator/automation experience.

We tailor our approach to your needs, working in partnership with you to meet the challenges you face. Whether you need short-term assistance, ongoing measurement, or continuous improvement, Paisley can help, guiding the process with objectivity, experience, creativity, and sound strategic business methods.

Paisley's extensive audit and quality improvement activities, in conjunction with the benchmarking ability of the semi-annual Performance IndexSM, have been instrumental in driving the quality of national DA service in North America to levels that are as high as they have ever been and that are equal to the best in class countries in Europe where Directory Enquiries has already been liberalized.

With Paisley's vast experience in call center optimization, we can provide many different types of customer satisfaction surveys. From IVR (Interactive Voice Response) based surveys to on-site monitoring of agent and call center performance. We have a program that will improve your customers experience, reduce overall agent work time and streamline on-boarding of new personnel.