The following information is a comparison of SQM’s
level 1 and level 2 FCR and Csat benchmarking studies
level 1 and level 2 FCR and Csat benchmarking studies
FCR and Csat Level 1 Benchmarking Study Deliverables for $10,000
- A random sample of 400 customer surveys
- 15-20 customer survey questions based on key performance indicators
- 1 operational survey
- Benchmarking comparison to over 450 leading North American call centers
- Benchmarking comparison to peer group, call center industry and world class call center
- Customer Protection CP SCORE™
- High level and detailed FCR 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 reducing repeat calls
- Operational benchmarking data for over 45 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
Additional customer surveys for 15-20 questions are $10 per survey. Surveys with more than 20 questions have an additional charge of $1 per question.
FCR, Esat and Csat Level 2 Benchmarking Study Deliverables for $14,000
- A random sample of 400 customer surveys
- 15-20 customer survey questions based on key performance indicators
- 100 employee satisfaction surveys
- 50 employee survey questions focusing on their satisfaction with working in the call center and the call center’s first call resolution performance
- 1 operational survey
- Benchmarking comparison to over 450 leading North American call centers
- Benchmarking comparison to peer group, call center industry and world class call center
- Customer Protection CP SCORE™
- 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 45 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
Additional customer surveys for 15-20 questions are $10 per survey. Surveys with more than 20 questions have an additional charge of $1 per question.
Additional employee surveys are $15 per survey.
