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Two-Day Workshop Description
The purpose of our World Class Call Center Two-day Workshop is to help call center managers improve their first call resolution (FCR) and customer satisfaction (Csat). SQM has been benchmarking, tracking, certifying and helping leading North American call centers improve their FCR, Esat and Csat performance since 1996.

SQM's benchmarking of over 400 leading North American call centers in 2009 reveals that their FCR performance has been flat for the last 5 years. The average call center FCR performance is 68%, which means that 32% of calls that come into a call center are the result of the call not being resolved on the first call.

SQM is very proud of the fact that 70% of our tracking clients improved their 2009 FCR performance from 2008. SQM tracking clients conduct customer FCR/Csat surveys on a daily basis. For the average call center, a 5% increase in FCR represents an operational savings of $350,000 which is typically a 250% ROI - not a bad investment to make!

If you are interested in improving your call center's FCR and Csat performance you need to attend SQM's two-day workshop on how to become a world class FCR/Csat call center. This workshop is based on Mike Desmarais' (President and Founder of SQM) ground-breaking book, World Class Call Center, in which he shares best practices for improving your FCR, Esat and Csat performance. Each workshop attendee receives a copy of the book, a value of $1,000.

What makes world class call centers wildly successful with great FCR, Esat, Csat and low cost per call resolution performance?

At SQM's two-day workshop, Mike Desmarais and senior SQM consultants will share call center industry FCR, Esat and Csat research and best practices that world class call centers use to achieve outstanding results.

 


SQM's Ground-Breaking Book on World Class Call Centers




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


Locations and Dates
- Washington, DC, March 30 and 31 - Chicago, April 14 and 15
- Seattle, May 4 and 5 - Vernon, BC, May 12 and 13


Workshop Video
Listen to Sarah Kennedy Sr. VP of SQM explain why attending our World Class Call Center Two-day Workshop will help your call center improve your FCR and Csat performance.


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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