Since 1996, SQM Group's sole purpose has been quality assurance services for benchmarking, tracking, evaluating, improving and awarding call centers. We specialize in measuring first call resolution (FCR), customer quality assurance (CQA), employee satisfaction (Esat) and customer satisfaction performance (Csat) for leading international call centers. 70% of our tracking clients improve their FCR performance year over year.
The purpose of our Becoming a World Class Call Center Two-day Workshop is to help call center managers improve their first call resolution (FCR) and customer satisfaction (Csat). SQM has been benchmarking, tracking, certifying and helping leading North American call centers improve their FCR, Esat and Csat performance since 1996.
SQM's call center service quality excellence awards program is the most prestigious and sought after North American call center industry awards program. Our customer satisfaction certification program is the most credible and rewarding certification program in the call center industry because certification is based on your customers' experience calling your call center.
