Call Center Specialist for First Call Resolution, Employee Satisfaction & Customer Satisfaction Performance

About Us
- About SQM
  - SQM Group
  - Press Release
  - About SQM Video
  - Call Center Industry Contribution
  - Key Personnel
  - Career Opportunities
- About Clients
  - Clients
  - Testimonial Videos
- Business Practices
  - Operating Practices
  - Mission Statement
  - Privacy & Security
  - Terms of Service
  - Guarantee
  - Post-Call Surveying
- Contact Us
- Do Not Call List
- Site Map
Services
- Benchmarking
  - FCR/Csat Study
    - Level 1 FCR Study
    - Level 2 FCR Study
    - Study Comparison
    - FCR Demo Self Tour
  - Esat FCR Effectiveness Study
- Certification
  - World Class Call Csat
  - World Class FCR Esat
- Tracking
- Employee Exit Survey Program
- Customer Quality Assurance
- Consulting
  - Repeat Call Reduction (IDCA)
  - FCR/Csat Improvement Workshop
- Training Program
- Other Studies
  - Call Escalation Study
  - Call Quality Monitoring Study
  - IVR Csat/FCR Study
Resources
- World Class Call Center Book
  - About the Book
  - Purchase the Book
- FCR/Csat Improvement Workshop
  - FCR/Csat Improvment Workshop
  - Register for a FCR Workshop
- 2010 SQM Summit Conference
  - About the 2010 SQM Summit
  - Register for 2010 SQM Summit
- Demo Request
- Free SQM Articles
  - Top 10 Call Center Best Practices
  - FCR - Metric That Matters Most
  - Retaining Customers
  - Great Coaching Stories 2009
  - Great Customer Stories 2009
  - Great Customer Stories 2008
- Free Membership Log-in/Sign-up
Online Tools
- SQM Reporting
  - SQM Report Card
  - CQA Web Portal
  - Survey Web Portal
- SQM Surveys
  - SQMs Website Feedback
  - Webinar Call Survey
  - SQM Client Survey
    - Tracking Client Survey
    - Benchmarking Client Survey
  - Employee Survey
  - Exit Survey
  - Operational Survey
- SQM Tools
  - Randomizing List Generator
  - Sample Size Calculator
  - FCR Improvement ROI Calculator
SQM Awards
- About SQM Awards
- Awards & Certification Video
- 2009 Award Winners
- 2008 Award Winners
- 2007 Award Winners
- 2006 Award Winners
- Nomination Application
  - Call Center Awards
  - CSR of the Year Award
  - CSR Top 10 Improvement Awards
  - Supervisor of the Year Award
  - Sup. Top 5 Improvement Awards
Certification

SQM Group © 2010

Privacy Statement

Since 1996, SQM Group has been a call center industry leader for improving operating cost and customer retention by conducting repeat call analysis and benchmarking, tracking, awarding, certifying FCR, Esat and Csat performance.