against 450 leading North American call centers’ FCR, Esat, and Csat performance,
identifies repeat call reasons, provides proven best practices on reducing repeat calls
and awards call centers that have demonstrated FCR, Esat and Csat excellence
Why Participate in SQM’s FCR, Esat and Csat Level 2 Benchmarking Study
Do you know how your first call resolution performance is impacting your operating cost?
Do you know how your first call resolution performance impacts your organization’s ability to retain customers and the financial impact of not retaining those customers?
Do you know how your first call resolution performance compares to over 450 leading North American call centers?
Do you know your targeted opportunities for reducing repeat calls?
Do you know how satisfied your customers are when they call your call center?
Do you know what your first call resolution rate is from a customer perspective?
Do you know what your first call resolution rate is by call type?
Do you know how satisfied your employees are with your call center’s ability to deliver first call resolution in a consistent manner?
Do you know how satisfied your employees are working in your call center?
Do you know your targeted opportunities for employee satisfaction improvement?
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, employee satisfaction and customer satisfaction performance.
|
All benchmarking participants are eligible for SQM awards Click here to learn more about SQM awards 
|
Top 5 Reasons to Improve your First Call Resolution 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.
(Note: First contact resolution is also referred to as first call resolution, first level resolution, one contact resolution, and one call resolution)
First Call Resolution Level 2 Benchmarking Study Methodolgy
The First Call Resolution Level 2 Benchmarking Study takes key aspects of your call center’s FCR, Esat, Csat and operational performance and brings them together for a deeper insight into your first call resolution performance.
There are three surveys:
1. Post-Call Customer Survey
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 4-5 minutes in length and is based on up to 15 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 and Csat performance.
2. FCR Operational Survey
Call center management complete an FCR operational survey which has over 150 metrics covering areas such as ROI data, post-call surveying, call handling, operational statistics, human resources, call escalation, quality assurance, and technology.
3. Employee Survey
100 employee surveys are conducted through our website via an email invitation. Our in-depth, 50 question survey is filled out by your employees. SQM’s employee survey focuses on the call center’s first call resolution performance from CSRs and frontline management’s point of view. SQM has a proven track record for measuring the factors that drive first call resolution and employee satisfaction.
The data from these three surveys are collected separately. However, the benchmark study report combines the data so that you gain greater insight into what really drives your FCR, Esat and Csat performance.
First Call Resolution Level 2 Benchmarking Report Deliverables
A 100 page first call resolution benchmarking report delivered to you and your management team via conference call outlining your call center customer satisfaction, employee satisfaction, first call resolution and operational performance.
Specifically, SQM’s first call resolution 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 center
- High level and detailed FCR, Esat and Csat ratings
- Amount of call center revenue protected
- Unresolved calls impact on operating cost
- Top 5 repeat call reasons and their improvement opportunity for financial savings
- Targeted opportunities for employee satisfaction improvement
- Operational benchmarking data for over 150 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 call center benchmarking study 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 2 Benchmarking Study is $11,500 plus applicable taxes. The only additional charge would be to cover travel and accommodation expenses for an SQM consultant to deliver the results to you and your team on site.
Additional customer surveys for 10-15 questions is $10 per survey. Surveys with more than 15 questions have an additional charge of $1 per question.
Additional employee surveys for 50 questions is $15 per survey.
