Since 1996, SQM has been a leading North America call center industry research firm VoC expert for improving organizations' FCR, operating cost, customer satisfaction and experience. We have done this by being operationally excellent at benchmarking, tracking, consulting and recognizing our clients' FCR, customer satisfaction and retention performance. SQM offers four different post-call surveying methods (i.e. phone, IVR, online and SMS mobile) that will provide your organization with meaningful and actionable VoC insights. Over 70% of our tracking clients improve their FCR and operating cost year over year. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings.

Some of the most successful organizations in North America utilize SQM Group's expertise to benchmark, track and improve their call center FCR and customer retention.

Since 1996, SQM has been a leading North America call center industry research firm VoC expert for improving organizations' FCR, operating cost, customer satisfaction and experience. We have done this by being operationally excellent at benchmarking, tracking, consulting and recognizing our clients' FCR, customer satisfaction and retention performance. SQM offers four different post-call surveying methods (i.e. phone, IVR, online and SMS mobile) that will provide your organization with meaningful and actionable VoC insights. Over 70% of our tracking clients improve their FCR and operating cost year over year. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings.