Pearl Advisory Group was established in 1997 by two customer care professionals to pursue their passion for customer care and call centre excellence. At that time (1997), the PAG partners had over 45 years of experience in managing contact centres as well as managing improvement initiatives (such as benchmarking and re-engineering).

Daphne Gold   Turaj Seyrafiaan

Daphne and Turaj have a long history of working together on many successful call centre initiatives. Both partners were an integral part of the team that won the 1995 Benchmarking Gold Award from the American Productivity and Quality Center (APQC). Articles outlining their award-winning efforts have been published in:

PAG has also partnered with APQC on several focused benchmarking studies on contact centre operations.

After Daphne’s retirement in 2001, Turaj has continued the same passion for contact centre excellence as an independent consultant and through association with other consultants.