North American call centers’ FCR, Csat and Customer Protection – CP SCORE™
performance, identifies repeat call reasons, provides proven best practices on
reducing repeat calls and awards call centers that have demonstrated
FCR, Csat and Customer Protection – CP SCORE™ excellence
SQM uses the Voice of the Customer (VoC) for helping call centers deliver sustained World Class Customer Service. We work closely with our clients to improve their First Call Resolution (FCR) which is the fundamental driver of World Class Service. We believe in the value of outstanding customer service and understand its impact on protecting existing customer revenue for the entire organization as well as the prudent financial management of the call center contact channel. SQM has a successful track record of helping call centers improve their service quality and operating costs. 70% of SQM’s clients show improvement in their FCR and Customer Satisfaction (Csat) as a result of working with SQM.
For our benchmarking studies, SQM uses VoC metrics such as FCR, Csat and 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. It is SQM’s belief that the call center’s main purpose is to resolve customers’ calls on the first call and to retain customers in order to optimize and protect the organization’s greatest asset – its customers.
The true value of using the VoC metrics, such as FCR, Csat and Customer Protection – CP SCORE™, is not just to measure performance, but also to realize the full potential of the call center by taking a holistic approach through:
- Benchmarking performance against peer groups, average call centers and world class call centers
- Determining the strengths and weaknesses of the call center
- Identifying repeat call reasons and the financial impact from not resolving calls on the first call
- Establishing performance targets for FCR, Csat and CP SCORE™ metrics
- Developing specific actions for improving call center FCR, Csat and Customer Protection – CP SCORE™ performance
Why Participate in SQM’s FCR and Csat Level 1 Benchmarking Study
Do you know…
- what your FCR, Csat and Customer Protection – CP Score™ rates are from a customer perspective?
- how your FCR, Csat and Customer Protection – CP Score™ performance compares to over 450 leading North American call centers?
- how your FCR and Csat performance is impacting your operating cost?
- how your FCR and Csat performance impacts your organization’s ability to retain customers and the financial impact of not retaining those customers?
- the reasons for your repeat calls?
If you don’t have quality answers to these questions, let the experts at SQM Group assist you in benchmarking and improving your call center first call resolution and customer satisfaction performance.
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All benchmarking participants are eligible for SQM awards Click here to learn more about SQM awards 
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Top 5 Reasons to Improve your FCR and Csat Performance
Reduce operating cost – for the average call center that SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in operational savings. If you are performing at the call center industry average of 67% first call resolution rate, you need to understand that at least 33% of customers calling your call center have to call back because their inquiry or problem is not resolved on their first call. The cost to the call center is enormous.
Improve call center customer satisfaction – by having high first call resolution. In fact, every 1% improvement in FCR equals a 1% improvement in call center customer satisfaction. Call center customer satisfaction drops an average of 15% with each repeat call, so the impact repeat calls have on your overall customer satisfaction is enormous.
Reduce customers at risk – customers that are at risk of going to competitors are a result of unresolved customer inquiries or problems and have the biggest impact on the call center’s financial performance. The cost to the organization of customers at risk (as a result of not getting their call resolved) is 5-10 times greater than the operational savings received from improving FCR performance. Most call centers are not aware how much revenue they are losing as a result of the customer’s inquiry or problem going unresolved. SQM’s research shows that if the customer’s call is not resolved in the first call, 40% or more of those customers will not call back. Therefore, the call center has lost the opportunity to resolve those customers’ calls and retain those customers.
Increase opportunities to sell – the customer’s inquiry or problem must be resolved before the CSR has earned the right to move onto any sort of sales activity. If the CSR moves to the cross sell too early the customer is irritated and feels the CSR is pushing the organization’s needs, rather than serving the customer.
Improve employee satisfaction – an organization with low first call resolution often has low employee satisfaction and high turnover. Interestingly, only 10% of employees are satisfied that management focuses on improving FCR! The stress on the employee of taking the second and third call from that customer whose issue wasn’t resolved the first time is huge. In fact, for the average call center, 52% of total calls handled by CSRs are not resolved in one call.
FCR and Csat Level 1 Benchmarking Study Methodology
The FCR and Csat Level 1 Benchmarking Study takes key aspects of your call center’s FCR, Csat and operational performance and brings them together for a deeper insight into your first call resolution performance.
There are two surveys:
1. Post-Call Customer Survey
A random sample of 400 post-call surveys are conducted with customers who have had a transaction with your call center within 1 business day of their call. SQM’s post-call phone surveys are conducted by SQM’s telephone survey representatives. The post-call survey is an in-depth interview and is 4-8 minutes in length and is based on up to 20 rating and open-ended questions. SQM’s call center post-call survey has a proven track record for measuring the attributes that accurately assess your FCR, Csat performance and CP SCORE™.
2. FCR Operational Survey
Call center management complete an FCR operational survey which has over 45 metrics covering areas such as speed of answer, talk time, number of calls a CSR handles per day, CSR salary and CSR turnover.
The data from these two surveys are collected separately. However, the benchmark study report combines the data so that you gain greater insight into what really drives your FCR and Csat performance.
FCR and Csat Level 1 Benchmarking Report Deliverables
A 50 page FCR, Csat and Customer Protection – CP Score™ benchmarking report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your call center first call resolution, customer satisfaction and operational performance.
Specifically, SQM’s FCR and Csat benchmarking study will provide the following:
- Benchmarking comparison to over 450 leading North American call centers
- Benchmarking comparison to peer group, call center industry and world class call centers
- Customer Protection – CP SCORE™
- High level and detailed FCR and Csat ratings
- Amount of revenue the call center protected and lost
- Unresolved calls impact on operating cost
- Top 5 repeat call reasons and their improvement opportunity for financial savings
- Targeted opportunities for reducing repeat calls
- Operational benchmarking data for over 45 metrics
- Best practices for reducing repeat calls
- One copy of SQM’s book, World Class Call Center
- Entry into SQM’s Service Quality Excellence Awards Program
What’s Next
Option 1. Take SQM’s FCR/Csat Demo Self Tour.
Option 2. Contact SQM Group via email OR phone us at (800) 446-2095 to schedule a time where an SQM representative can walk you through the details of our call center benchmarking study.
Your Investment
The total investment for the Call Center First Call Resolution and Customer Satisfaction Level 1 Benchmarking Study is $10,000 plus applicable taxes. If on-site consultation is requested, the only additional charge would be to cover travel and accommodation expenses for the SQM consultant to deliver the results to you and your team on-site.
Additional customer surveys for 15-20 questions is $10 per survey. Surveys with more than 20 questions have an additional charge of $1 per question.
