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About SQM
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Since 1996, SQM has been a leading North America call center industry research firm VoC expert for improving organizations' FCR, operating cost, customer satisfaction and experience. We have done this by being operationally excellent at benchmarking, tracking, consulting and recognizing our clients' FCR, customer satisfaction and retention performance. SQM offers four different post-call surveying methods (i.e. phone, IVR, online and SMS mobile) that will provide your organization with meaningful and actionable VoC insights. Over 70% of our tracking clients improve their FCR and operating cost year over year. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings.
Some of the most successful organizations in North America utilize SQM Group's expertise to benchmark, track and improve their call center FCR and customer retention.
SQM's Self Tour Demo outlines the main reasons and objectives for conducting a FCR and Csat Benchmarking Study. Specifically, we show how SQM will benchmark you against your industry peer group, the call center industry and world class call centers as well as help you identify areas for improving FCR performance by providing insights on how to reduce repeat calls. |
Why Participate in SQM's FCR and Csat Level 1 Benchmarking Study Do you know your...
If you don't have quality answers to these questions, let the experts at SQM Group assist you. |
14th Annual Call Center ConferenceNovember 15 & 16, 2012Las Vegas, NevadaRecognizing Award Winning Call Center, Supervisor and CSR Performance and Sharing FCR Research and Best Practices. 
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IDCA Improvement Process WorkshopIdentify, Develop, Check & ActIn-house Session OnlySQM's Repeat Call Reduction IDCA Improvement Cycle process workshop is designed to show call center personnel how to identify repeat call reasons and then develop and implement solutions for reducing repeat calls. 
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