The MSR Group announced today it has opened a new call center to accommodate continued growth. The facility, located just south of 77th and Dodge, consolidates the firm’s call center operations into one location and nearly doubles its capacity.
This expanded capacity is key to supporting the firm’s business goals. The new call center will allow for planned annual growth of 20-30% for the next 3-5 years. This increase in business is being driven primarily by the firm’s financial industry clients’ demand for its customer satisfaction measurement program, APECS® (Achieving Peak Expectations in Customer Satisfaction).
“We’ve experienced double digit growth over the past three years in spite of what has been a difficult period for the financial industry,” says company president Dick Worick. “Now that the financial industry picture is improving, we’re planning for even more rapid growth as we deal with pent-up demand. Many financial institutions have indicated a real desire to engage our services; however, budget limitations have prevented them from moving forward. This investment ensures we’ll be ready to meet all our clients’ needs as they arise.”
With the expansion, The MSR Group now employs over 260 telephone interviewers, double the staffing level in 2010. The call center uses technology developed especially for the market research industry and provides for a potential of 250 CATI (Computer Assisted Telephone Interviewing) survey stations.
The MSR Group is a nationally recognized full-service market research company. Located in Omaha, Nebraska, The MSR Group offers a full complement of quantitative and qualitative methodologies across the financial, retail, advertising and agricultural industries. The firm’s proprietary APECS® System specializes in providing “real-time” voice of the customer research for financial institutions.