About SQM Group
Since 1996, Service Quality Measurement (SQM) group has been a leading North American call center industry Voice of the Customer research firm expert for improving organizations' first call resolution (FCR), operating costs, employee and customer satisfaction. Over 70% of our tracking clients improve their FCR and operating costs year over year.
Call Center Benchmarking
From a customer perspective, this study benchmarks your call center against 450 leading North American call centers’ FCR and Csat performance, identifies repeat call reasons, provides proven best practices on reducing repeat calls and awards call centers that have demonstrated FCR and Csat excellence.
New Research Call Center
SQM Group is proud to announce it has expanded its operation with the opening of a new state of the art research call center in Coeur d'Alene, Idaho with the capacity for up to 200 workstations.
