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2010 Call Center Conference Description
SQM's Call Center Conference recognizes award winning call centers for their first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) performance (click here for award details). In addition, we will recognize call centers, supervisors and CSRs that have been certified for achieving world class Csat distinction performance (click here for certification details). Our awards and certification programs are the most credible and rewarding recognition programs in the call center industry because they are based on the customer's experience calling a call center. Our awards celebration dinner is the most prestigious event in the call center industry. The awards and certificates are highly coveted by CSRs, supervisors and call centers. Receiving these awards and certificates in front of 500 call center peers is extremely gratifying.

SQM benchmarks over 400 leading international call centers on an annual basis and has been conducting FCR / Csat benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys (over 450,000 live surveys and over 550,000 IVR surveys) with customers who have used a call center, email, website or IVR contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in call centers. Our experience in FCR, Esat and Csat measuring, benchmarking, tracking, evaluating and helping call centers improve is unsurpassed and enables us to provide call centers with unique insights into developing and implementing world class FCR, Esat and Csat performance and lowering their operating cost.

At this year's conference there are three distinct learning tracks:

1. CSR/Supervisor (attendance by certified world class performers only)
- Sharing of success stories for improving Csat and call
  resolution
- Leveraging your world class Csat performers

2. Management (Director & VP level attendance)
- Learn from award winning call centers and SQM on how to
  improve FCR, Esat and Csat performance
- New and historical data from SQM's benchmarking study
  on measuring and managing FCR, Esat and Csat

3. Executive (by invitation only)
- Executive group discussion on best practices for people,
  process and technology
- A road map that senior executives can take back to their
  call centers that can be used to improve their performance

 


Awarding World Class Call Center Performers






Why You Should Attend
Discover best practices and radical new thinking on:
  • Why the call center's primary role is about retaining vs. creating new customers
  • Why FCR is the silver bullet metric and how to improve your FCR
  • World class call center metrics and standards
  • Ways that technology can be used to improve FCR
  • Why serious investment in call escalation pays dividends
  • How and why quality assurance needs to incorporate customer feedback
  • How to manage your outsourcers and work-from-home CSRs
  • Why bonus and recognition programs need 100% focus on Csat
  • How to create CSR and management Csat bonus and recognition programs
  • Quantifying the amount of CSR coaching needed and how that time is spent
  • Methods to select, train, promote and retain the best CSRs
  • A process for improving FCR and Csat performance

  


Who Should Attend?
  • Call center vice presidents and directors that have frontline (CSR) responsibilities
  • Senior staff managers that have responsibilities for improving call center FCR, Esat and Csat performance
  • Senior staff managers that have call center quality assurance responsibilities
  • World Class Csat SQM certified CSRs and supervisors



Location and Dates

The Fairmont Royal York Hotel, Toronto, Ontario
- Workshop

- Conference

- Awards Dinner 		November 17, 2010 (1:00PM to 5:00PM)

November 18, 2010 (8:00AM to 4:00PM)

November 18, 2010 (5:00PM to 9:00PM)

Awards & Certification Video
SQM's call center service quality excellence awards and certification program is the most prestigious and sought after North American call center industry awards/certification program..


Click here to play video in Windows Media Player

 

Client Testimonial Videos
Listen to SQM clients talk about how SQM helped them improve their FCR, Esat and Csat performance.



Click here to access client testimonial videos

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