FCR/Csat Improvement Best Practices (Public or In-house) Workshop

FCR Workshop Locations and Dates In-house call center session (dates to meet your needs) Public session (future dates to be announced)		Workshop Participant Satisfaction Rating: Over 90% of FCR workshop past participants rate this course with a top box satisfaction rating response!!!

Two-Day FCR Workshop Description

The purpose of our World Class Call Center Two-Day FCR 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 two-day FCR/Csat Improvement Best Practices Workshop is conducted either at a public session or in-house at your call center with just your people.

SQM's benchmarking of over 450 leading North American call centers in 2011 reveals that their FCR performance has been flat for the last 5 years. The average call center's FCR performance is 68%, which means that 32% of customers have to call a call center back because their issue was not resolved on their first call.

Over 70% of our tracking clients improve their FCR and operating cost year over year. For those clients that have improved they have experienced on average a 5% FCR improvement. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings.

If you are interested in improving your call center's FCR and Csat performance you need to attend SQM's two-day FCR workshop on how to become a world class FCR/Csat call center. This FCR 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 FCR workshop attendee receives a copy of the book, a value of $500.

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 FCR 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 the FCR Workshop

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 the FCR Workshop?

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

Workshop Participant Satisfaction Rating:
Over 90% of FCR workshop past participants rate this course with a top box satisfaction rating response!!!

FCR Workshop Video

Listen to Sarah Kennedy Sr. VP of SQM explain why attending our World Class Call Center Two-day FCR 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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