TID organised an online Hackathon event between the dates 23rd to 25th of October 2020, on the “Quality of Service in Call Centers”, which is a high-value use case for any company that wants to maintain a close relationship with their customers. In this Hackathon challenge, motivated by the I-BiDaaS EU project, we proposed the analysis of Call Centre transcripts together with the corresponding voice acoustic features for the prediction of customer satisfaction index (CSI).