Operating Practices

Research Service Responsiveness:

	We have our own research center and have over 100 telephone survey representatives, which enable us to effectively manage research project timelines and quality.
	Typical turn around time for conducting customer and/or employee surveys, analyzing the data and reporting the data back to a call center is between 5 and 15 business day.
	We have the capabilities to achieve the above turn around performance at any time of the year and have never missed a deadline.
	We have a reputation in the market place for having the quickest turn around time for call center customer and employee satisfaction research in North America.

Quality Control:

	Telephone survey representatives (TSR) are routinely monitored for quality assurance
	TSR telephone surveys are randomly recorded using digital technology
	Completed recorded telephone surveys can be sent to clients using wav files
	All TSRs receive classroom and hands on training on conducting telephone customer satisfaction surveys
	All data entry, data analysis and report writing work are checked for quality using a rigorous process
	All customer and employee surveys are well tested and have been used for over 10 years in our call center research
	Call center customer and employee research methodology have been tested in academic environments and with leading research departments.

Technical & Analytical Capabilities:

	SQM has developed its own customer and employee survey software system for capturing, analyzing and reporting real time call center feedback called SQM Report Card software system.
	SQM has also developed a web portal for capturing and reporting in real time customer survey data and/or call compliance data.
	Our Customer Quality Assurance (CQA) evaluation is a unique service where for the same call SQM conducts a telephone customer satisfaction (live or IVR) survey and combines the survey data with call compliance evaluation data. Call compliance evaluations are conducted by using your call recording system and using SQM's call quality evaluators or your in-house QA evaluators or a combination.
	SQM has developed its own call list management system and uses speed dial and predictive dialer technology.
	SQM conducts call center employee surveys, operational surveys and management surveys using its website to capture survey data.
	SQM uses Word, Excel, Powerpoint, statistical applications, and our in house developed systems such as Report Card software, web portal, call list management, speed dial & predictive dial technology to conduct service quality research.
	SQM is considered the most advanced, progressive, analytical and thoughtful leader in measuring, benchmarking, tracking and improving call center service quality performance.
	SQM has published its research findings in many leading call center magazines and in academic research journals.

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