call center’s FCR and Csat performance with your choice of 3 different
post-call survey methods (ie. phone, IVR or web) using our online
or mobile phone reporting
SQM uses the Voice of the Customer (VoC) for helping call centers deliver sustained World Class FCR performance. We work closely with our clients to improve their FCR which is the fundamental driver of World Class customer satisfaction (Csat). We believe in the value of outstanding FCR performance and understand its impact on protecting existing customer revenue for the entire organization. SQM has a successful track record of helping call centers improve their FCR and Csat. 70% of SQM’s clients show improvement in their FCR and Csat as a result of working with SQM.
For our tracking clients, SQM uses VoC metrics such as FCR, Csat and Customer Protection CP SCORE™ to truly understand how your call center impacts the customer service experience, operating costs and the ability of the call center to retain customers. It is SQM’s belief that the call center’s main purpose is to resolve customers’ calls on the first call and to retain customers in order to optimize and protect the organization’s greatest asset – its customers.
FCR is More Than a Metric – It is an Operating Philosophy
FCR is more than a metric and should be viewed as an operating philosophy. The starting point is letting the customer be the primary judge of FCR performance. To be a world class VoC FCR performer, the call center support structure (e.g., call monitoring, call flow, recognition, performance appraisal, recruitment, career opportunities, salary, financial incentives, technology and training) must incorporate FCR in its operating practices. The bottom line is that all the call center’s people, processes and technology practices should be continually focused on improving FCR performance. FCR operating philosophy examples include:
- Tracking and trending FCR, Csat and CP SCORE™ performance daily, weekly, monthly, quarterly and annually
- Call center has an FCR operating motto at all levels (e.g., ‘Who takes the call, owns the call’, ‘I own it’ or ‘FCR – every customer, every time’)
- Recognition for FCR and call resolution performance at all levels (i.e., CSR to SVP)
- New and existing CSR and supervisor training focuses on how to provide FCR
- Call center uses an FCR improvement team to reduce repeat calls (e.g., IDCA)
- Career advancement is based on FCR performance at all levels (i.e., CSR to SVP)
- New technology (e.g., KMT, unified desktop and CRM) is designed to improve FCR
- VoC FCR is incorporated into QA evaluations
Why you should participate in a FCR and Csat Tracking Study
Do you know…
- your FCR or how satisfied your customers are by call type, when they contact your center?
- your FCR or how satisfied your customers are on a weekly, monthly, or quarterly basis?
- if your customer satisfaction changes by contact channel or customer type?
- how to prioritize opportunities for FCR and customer satisfaction improvement?
- which customers are dissatisfied and need service recovery?
- how your first call resolution performance is positively or negatively impacting your organization’s ability to retain customers?
- the best practices for incorporating FCR as an operating philosophy and improving FCR performance?
If you don’t have quality answers to these questions, let the experts at SQM Group assist you in tracking customer satisfaction performance in your call center.
The Call Center FCR / Customer Satisfaction (Csat) Tracking Study focuses on your customer’s experiences using your call center and tracks their satisfaction on a hourly, daily, weekly, monthly, or quarterly basis.
Our Csat / FCR Tracking Study can give you customer satisfaction / FCR data by customer representative, call types and call centers, etc over a set period of time you choose.
Join other major organizations such as: Safeway, Sears, Bell, Capitol One, Bristol Myers, Allianz Insurance, Cinergy, VSP, BC Hydro, Canadian Tire, Federal Government, Scotiabank, TD Bank, CIBC Bank, Marriot, US Bank, Blue Cross to name a few of the organizations that have participated in our Call Center Benchmarking or Customer Satisfaction Tracking Studies.
Based on the Customer Satisfaction Tracking Study data we work with you to develop meaningful and actionable targeted opportunities for improvement that will protect and optimize your company’s greatest asset – your customer!
All tracking participants are eligible for SQM certification
Click here to learn more about certification
Top 5 Reasons to Improve your FCR and Csat Performance
Reduce operating cost – for every 1% improvement in FCR, a call center reduces its operating costs by 1%. If a call center is performing at the FCR call center industry average of 70%, it is important to understand that, potentially, 30% of customers will have to call back because their issue was not resolved on the first call. It is also important to note that for the call center industry average, it takes 1.5 calls to resolve a customer’s inquiry or problem yet for customers who do not achieve FCR, it takes on average, 2.5 calls to resolve their call. This is an enormous opportunity to reduce a call center’s operating costs as repeat calls represent 23% of the average call center’s operating budget.
Improve Csat – for every 1% improvement in FCR, there is a 1% improvement in Csat (top box response). Clearly, FCR is highly correlated to Csat. In fact, of all the call center internal or external metrics, FCR is the metric with the highest correlation to Csat. The absence of FCR is the strongest driver of customer dissatisfaction. In fact, as previously mentioned, Csat (top box response) drops, on average, 15% every time a customer has to call back to get their initial call resolved. In other words, if a customer had to call in three times to get their call resolved their Csat (top box response) would be 30% lower than a customer who had their call resolved on the first call.
Improve Esat – for every 1% improvement in FCR there can be a 1% to 5% improvement in Esat. Call centers with high FCR tend to have high Esat. Conversely, call centers with low FCR tend to have low Esat. The level of stress is very high for the CSR who handles the second or third call from a customer whose issue was not resolved on the first call. Increasing FCR improves both Esat and Csat. The bottom line is that when customer calls are consistently resolved on the first call, Esat can increase substantially, especially for low FCR performing call centers. Most call center managers connect to the concept that high Esat can provide high Csat/FCR, but it also goes the other way in that high Csat/FCR can provide high Esat.
Increase opportunities to sell – when a customer’s call is resolved, it increases the customer cross-selling acceptance rate by up to 20%. SQM’s research shows that the customer’s needs must be resolved before the CSR has earned the right to move on to any type of sales activity. If the CSR cross-sells before the inquiry or problem is resolved, the customer typically becomes irritated and feels that the organization is pushing its needs, rather than serving the customer’s needs. As a result, the fundamental customer relationship is undermined.
Reduce customers at risk – only 2% of customers who have their call resolved on the first call expressed their intent not to continue to use the organization’s products and services as a result of their call center experience. However, if the call is unresolved, 19% of customers expressed their intent not to continue to use the organization’s products and services as a result of their call center experience. The cost of customer defections as a result of their call center experience tends not to be understood by call centers because it is not often measured. For many call centers, retaining customers represents the biggest opportunity to add true value to their organization. Resolving calls is the key to reducing customers at risk. In fact, for every 2% improvement in FCR there is a 1% improvement in call resolution which results in helping the call center retain customers.
Post-Call Survey Method Options – FCR and Csat Tracking Study
Using SQM’s telephone survey representatives, customers are surveyed within 30 minutes to 1 business day from the time they had a transaction using a call center, IVR or email contact channel. The phone survey is typically between 3 and 5 minutes in length and uses between 5 to 15 rating and open-ended questions. The open-ended questions provide detailed customer feedback comments and is the best post-call survey method for capturing customer feedback comments. Phone survey quotas can be completed at the individual customer service representative level to the call center level and can be conducted on an hourly, daily or weekly basis. Also, SQM can capture customer feedback digitally and can data-mine that feedback.
Using SQM’s outbound IVR technology, customers are surveyed within 10 minutes to 1 business day from the time they had a transaction using a call center or IVR contact channel. The IVR survey is typically between 1 and 4 minutes in length and uses between 3 to 10 rating and open-ended questions. This survey method is a very effective and efficient method for conducting a high volume of surveys. In most cases, customers are surveyed within 60 minutes of their call using our predictive dialer. IVR survey quotas can be completed at the individual customer service representative level to the call center level. The IVR survey method is timely, accurate and cost effective. Also, SQM can capture customer feedback digitally and can data-mine that feedback.
Customers are surveyed within 10 minutes to 1 business day from the time they had a transaction using a call center, IVR or email contact channel. SQM’s email technology invites your customers to complete a web survey. The survey is typically between 3 and 10 minutes in length using between 5 to 15 rating and open-ended questions. Customers are invited to participate in the web survey. Web survey quotas can be completed at the individual customer service representative level to the call center level and can be conducted on an hourly, daily or weekly basis. The web survey method is timely, accurate and cost effective.
A 50 page FCR and Csat tracking report will be emailed to you each quarter. A senior SQM consultant will contact you and your team to discuss the quarterly report.
Specifically, SQM’s FCR and Csat tracking report will provide the following:
- Tracking and trending FCR, Csat and CP SCORE™ performance daily, weekly, monthly, quarterly and annually
- Benchmarking comparison to over 450 leading North American call centers
- Benchmarking comparison to peer group, call center industry and world class call centers
- Customer Protection – CP SCORE™
- High level and detailed FCR and Csat ratings
- Amount of revenue the call center protected and lost
- Unresolved calls impact on operating cost
- Top 5 repeat call reasons and their improvement opportunity for financial savings
- Targeted opportunities for reducing repeat calls
- Best practices for reducing repeat calls
- Entry into SQM’s Service Quality Excellence Awards Program
mySQM™ Web Portal Reporting
SQM’s mySQM™ reporting tool is designed to allow our clients real-time access to their customer survey information from the convenience of their desktop in a secure encrypted manner. SQM’s mySQM™ reporting tool provides detailed information on customer survey feedback from a CSR to a call center level in a variety of ways. For example, a dashboard report is available for key metrics such as customer satisfaction, first call resolution, one and done, call resolution and CP SCORE™. Raw data extraction is available in a useable excel format or flat text file. World class service call, action alert and customer defection survey notifications are provided in near real-time. We digitally record all customer feedback and convert to text. This allows clients to use our mySQM™ reporting tool text analytic feature to data mine customer feedback comments for key words or trends. Other features of our online reporting tool are powerful reporting capabilities that can be used for determining repeat call reasons and the financial impact of not resolving those calls on the first call. SQM’s mySQM™ reporting tool is under continual development to ensure that it meets the needs of our clients and that it is the best call center service quality reporting tool in the call center industry.
SQM’s mobile reporting tool is designed to allow our clients real-time access to their customer survey information from the convenience of their mobile phone in a secure encrypted manner. SQM’s mobile reporting tool provides high level information on customer survey feedback from a CSR to a call center level in a variety of ways. For example, a CSR can view their dashboard report that shows key metrics such as CP SCORE™, customer satisfaction and first call resolution. CP SCORE™, action alert and customer defection survey notifications are provided in near real-time. We digitally record all customer feedback which can be listened to on your mobile phone. Our mobile reporting tool tracks whether the CSR’s supervisor has coached on an individual survey level.
1. Call SQM Group at (800) 446-2095 to talk about your objectives for the project.
2. We will walk you through a sample report which will show you clearly what you can expect from our FCR and Csat Tracking Study.
3. To get the project started, SQM Group will conduct a pre-survey consultation to walk you through our FCR and Csat Tracking Study implementation steps.
The total investment for the Call Center FCR / Customer Satisfaction Tracking Study is typically…
- $8.00 to $10.00 per phone survey when conducted by SQM’s telephone survey representatives, depending on the length of the survey
- $2.00 to $2.50 per IVR survey when conducted by SQM’s outbound IVR survey technology (note: transcription and coding charges are additional)
- $2.00 to $2.50 per web survey when conducted by using SQM’s email technology to invite customers to complete a web survey (note: coding charges are additional)
Note: There will be an additional charge for setup and maintenance.