Analyzing
SQM is recognized by the call center industry as the research firm VoC expert for analyzing FCR, Csat and customer retention performance. Our research analyst professionals have strong mathematic 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. In addition, your call center is benchmarked against over 450 leading North American call centers.
Analytical Insights:
- Benchmarking comparison to over 450 leading North American call centers
- Benchmarking comparison to peer group, call center industry and world class call centers
- High level and detailed FCR and Csat ratings
- Tracking KPI metrics such as FCR, Csat on an hourly, daily, weekly and monthly basis
- Customer Protection – CP SCORE™
- Amount of revenue the call center protected and lost
- Unresolved calls impact on operating costs
- Top 5 repeat call reasons and their improvement opportunities for financial savings
- Targeted opportunities for reducing repeat calls
- Operational benchmarking data for over 45 metrics (e.g., AHT, speed of answer, labor cost, etc.)
- In addition, our research analysts use a variety of research practices such as text analytics, predictive modeling, statistical correlation and testing to analyze your VoC data
