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SQM Group is North America’s thought leader for measuring and improving call center first call resolution (FCR) performance. SQM has been first to measure FCR impact and to provide business practices for improving call center FCR performance for over 10 years.
Our services focus on surveying, analyzing and providing real-time reporting for customer and employee FCR performance through our website. Our reporting capabilities are from the call center to the customer representative level.
We work closely with you to translate your call center’s FCR survey data and feedback into effective action plans for improving your FCR performance.
Click here for SQM's new Retention article.
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Call Center Measurement
Specialists for Benchmarking,
Tracking, Improving and
Awarding First Call Resolution,
Quality Assurance, Employee and Customer Satisfaction Performance
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