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 Customer Service. We work closely with our clients to improve their First Call Resolution (FCR) which is the fundamental driver of World Class Service. We believe in the value of outstanding customer service and understand its impact on protecting existing customer revenue for the entire organization as well as the prudent financial management of the call center contact channel. SQM has a successful track record of helping call centers improve their service quality and operating costs. 70% of SQM’s clients show improvement in their FCR and Customer Satisfaction (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.
The true value of using the VoC metrics, such as FCR, Csat and CP SCORE™, is not just to measure performance, but also to realize the full potential of the call center by taking a holistic approach through:
- Tracking and trending FCR, Csat and CP SCORE™ performance daily, weekly, monthly, quarterly and annually
- Benchmarking performance against peer groups, average call centers and world class call centers
- Determining the strengths and weaknesses of the call center
- Identifying repeat call reasons and the financial impact from not resolving calls on the first call
- Establishing performance targets for FCR, Csat and CP SCORE™ metrics
- Developing specific actions for improving call center FCR, Csat and CP SCORE™ performance
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?
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!
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All tracking participants are eligible for SQM certification Click here to learn more about certification 
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Top 5 Reasons to Improve your FCR and Csat 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.
Post-Call Survey Method Options – FCR and Csat Tracking Study
Phone Survey
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.
IVR Survey
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.
Web Survey
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.
Reporting
Paper Report
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.
Mobile Reporting
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.
What’s Next
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.
Your Investment
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
- $1.00 to $2.00 per IVR survey when conducted by SQM’s outbound IVR survey technology
- $1.00 to $2.00 per web survey when conducted by using SQM’s email technology to invite customers to complete a web survey
Note: There will be an additional charge for setup and maintenance.
