Since 1996, SQM has been a leading North American call center industry research firm VoC expert for improving organizations’ first call resolution, operating costs, employee and customer satisfaction. We have done this by being operationally excellent at benchmarking, tracking, consulting and recognizing our clients’ first call resolution (FCR), employee (Esat) and customer (Csat) satisfaction performance. Over 70% of our tracking clients improve their FCR and operating costs year over year. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings. Our research also shows that when you improve your FCR, not only do you achieve operational savings, you also reduce customers at risk which is typically a 5-10 times greater savings opportunity than the operational FCR improvement savings.
SQM benchmarks over 450 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 customer and employee survey database is one of the largest in North America. SQM does business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica.
SQM’s call center voice of customer and voice of employee awards of excellence program is the most prestigious and sought after North American call center awards program. Our awards are based on customers who have used a call center and employees who work in a call center and are considered to be the fairest and most credible call center awards in the call center industry. We have recognized top performing call centers for Csat and Esat since 1998. SQM evaluates over 450 leading North American call centers each year such as American Express, FedEx, Marriott, Sears, Canadian Tire, U.S. Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard, Blue Cross, etc.
SQM’s world class call customer satisfaction certification program is designed to determine if call centers, supervisors and customer service representatives are performing at the world class call customer satisfaction performance level. Our customer satisfaction certification program is the most credible and rewarding certification program in the call center industry because certification is based on your customers’ experience calling your call center.
SQM offers four different post-call surveying methods (i.e., phone, IVR, online and SMS mobile). Our post-call survey is based on proven survey questions that provide accurate results and clear insights on areas to improve. SQM conducts all phone surveys using our own dedicated workforce. All post-call survey methods can be integrated into one common database. We can also survey within 5 minutes of the customer’s call without having to rely on a call transfer into our technology. Our call list management system allows us to accurately deliver a survey quota at a customer representative level or any other survey quota level that is required. To ensure the quality of our survey data and feedback collection, SQM monitors 100% of our survey calls. The accuracy of each telephone survey representative is individually tracked and must comply with our minimum error rate of less than 1%.
Our reporting is available in real time via our secure mySQM web portal or through your mobile phone. Customer representatives and supervisors have direct and secure access to their reports and coaching logs. Your analysts have full access to over 60 FCR Csat pre-formatted reports which be easily exported. Furthermore, your analysts can sort and search the data for ad-hoc reporting. Our reporting capabilities also allow the integration of Csat survey and call quality assurance evaluation data. Raw data is also available in real time.
SQM is recognized by the call center industry as a leading research firm VoC expert for analyzing FCR, Csat, and customer experience performance. Our research analyst professionals have strong mathematical academic backgrounds. They also understand the call center industry and stay current with the best practices for capturing, analyzing and reporting VoC data and feedback. Specifically, SQM research analysts use VoC metrics such as FCR, Csat and the Customer Protection - CP SCORE™ to truly understand how your call center impacts the customer service experience, operating costs and the ability of the call center to retain customers.
About SQM Group
