- LinkedIn
- Facebook
- Twitter
- YouTube

Call Center Awards

Home
About Us
- About SQM
  - SQM Group
  - Press Releases
  - About SQM Video
  - Call Center Industry Contribution
  - Key Personnel
  - Career Opportunities
- About Clients
  - Clients
  - Testimonial Videos
- Business Practices
  - Mission Statement
  - Privacy & Security
  - Terms of Service
  - Guarantee
- Contact Us
- Do Not Call Or Email
  - Do Not Call List
  - Do Not Email List
- Site Map
- Home
Services
- Research Capabilities
  - Overview
  - Post-Call Surveying
  - Analyzing
  - Reporting
  - Account Management
- Benchmarking
  - Level 1 FCR/Csat Study
  - Level 2 FCR/Esat/Csat Study
  - Study Comparison
  - FCR/Csat Demo Self Tour
  - Esat FCR Effectiveness Study
- Tracking
  - FCR/Csat
  - Esat for FCR Effectiveness
- Consulting
  - FCR Improvement Action Plan
  - Repeat Call Reduction (IDCA)
- Training
  - VoC Coaching Guide
  - FCR/Csat Improvement Workshop
- Customer Studies
  - Customer Quality Assurance
  - FCR Contact Channel Experience
  - Customer Protection - CP SCORE™
  - Call Escalation Study
  - Customer Claim Experience
- Employee Studies
  - Employee Exit Survey Program
  - Call Quality Monitoring Study
Education
- World Class Call Center Book
  - About the Book
  - Purchase the Book
- FCR/Csat Workshop
  - FCR/Csat Workshop
  - Register for a FCR/Csat Workshop
- 2012 SQM Conference
  - About the 2012 SQM Summit
  - Register for 2012 SQM Summit
- Demo Request
- Free SQM Articles
  - Top 10 Call Center Best Practices
  - FCR - Metric That Matters Most
  - Retaining Customers
  - Great CSR Csat Stories
    - 2011
    - 2010
    - 2009
    - 2008
  - Great Supervisor Stories
    - 2011
    - 2010
    - 2009
  - Great CSR Improvement Stories
    - 2011
    - 2010
- Free Membership Log-in/Sign-up
- SQM Surveys
  - SQM's Website Feedback
  - Webinar Call Survey
  - Tracking Client Survey
  - Benchmarking Client Survey
  - Employee Survey
  - Exit Survey
  - Operational Survey
- SQM Tools
  - Randomizing List Generator
  - Sample Size Calculator
  - FCR Improvement ROI Calculator
mySQM™
- mySQM™ Reporting
- CQA Reporting
Awards

Laura Costa – VSP Vision Care

Click to play video

Click here to play video in Windows Media Player

Laura Costa
Vice President
Customer Service
VSP Vision Care

“SQM has helped us to bring the voice of the customer alive within our organization.”

© 2012 SQM Group, Inc. All Rights Reserved | Privacy Policy | Terms of Service