Business consultation services in the nature of performing quality assurance evaluations of the performance of call and contact centers to determine service quality and providing business analyses, reports and recommendations based on the results thereof, evaluating the comparative performance of call and contact centers operating costs, customer satisfaction and ability to help retain customers for the organization; providing incentive award programs recognizing quality assurance excellence in selected areas of call and contact center service and performance; performing business studies in the nature of call and contact center quality assurance benchmarking studies for the measurement of quality assurance performance and providing business analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar quality assurance benchmarking studies; conducting business and consumer surveys among the customers of call and contact centers to assess quality assurance levels and providing business reports on the results thereof including outcomes, data analysis and recommendations; performing business and consumer studies and surveys to determine the rate at which call and contact centers resolve customer inquiries on the first call, and providing business reports on the results thereof including outcomes, data analysis and recommendations; performing business studies in the nature of call and contact center customer tracking studies for measuring quality assurance levels over predetermined amounts of time and providing business reports based on the results thereof; performing business studies in the nature of benchmarking studies to evaluate quality assurance levels with call and contact center websites and providing business reports on the results thereof, and benchmarking studies to evaluate quality assurance levels with call and contact center interactive voice response channels and providing business reports on the results; performing business evaluations and analysis based on data metrics for customer call resolution, customer satisfaction with a call center and its customer service representatives and customer retention following a call and providing business reports on the results thereof including numerical ratings