Judged by Customers who called the Call Center
Overview
SQM’s World Class Call Customer Satisfaction Certification Program is designed to determine if call centers, supervisors and customer service representatives are performing at the world class call customer satisfaction performance level. 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.
In addition, our world class call customer satisfaction certification program assists call centers in their efforts to improve customer satisfaction, reduce operational cost and improve first call resolution.
For call centers who achieved world class call customer satisfaction certification, SQM provides them with a trophy award and a certificate certifying that they achieved world class call customer satisfaction distinction. In addition, these call centers are identified on SQM’s world class call customer satisfaction certification website registry.
For supervisors and customer service representatives who achieved world class call customer satisfaction certification, SQM provides them with a certificate certifying that they achieved world class call customer satisfaction distinction. (Medallions are available for purchase upon request).
Certified customer service representatives are eligible to be nominated for the top 10 finalists for the Customer Service Representative of the Year award. Certified supervisors are eligible to be nominated for the top 5 finalists for the Supervisor of the Year award. In addition, finalist customer service representatives and supervisors are identified on SQM’s world class call customer satisfaction certification website registry.
How it Works
SQM’s World Class Call Customer Satisfaction Certification Program focuses on your customers’ experiences using your call center.
SQM conducts customer satisfaction phone, IVR or web based surveys within 10 minutes to 48 hours of the customer’s most recent call. Surveys are conducted based on a random sample of customer calls.
For customer service representatives, a minimum sample size of 25 attributed customer surveys is required.
For supervisors, a minimum sample size of 200 attributed customer surveys is required.
For each call center site, a minimum sample size of 800 customer surveys is required. Each call center site is certified separately.
Call centers, supervisors and customer service representatives that have greater than 75% of their calls meeting the SQM criteria of world class over a minimum of 6 consecutive months will be certified by SQM as a world class customer satisfaction performer. Surveying must have been conducted for the entire Award year from October 1, 2010 to September 30, 2011. However, in the case of individuals who have been working for less than the full year, a minimum of 6 consecutive months in duration is required.
SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and with the customer service representative who handled their call.
Certification status is good for 1 year from the time you achieved certification. In order to maintain certification status, you must participate in SQM’s certification program on an annual basis.
Call centers, supervisors and customer service representatives that have been certified must maintain a minimum performance of 75% their calls meeting the world class call criteria to keep their world class call customer satisfaction certification distinction.
The results of the survey are accessible to you in real-time through SQM’s secure web portal. This reporting system gives you the ability to report, analyze and sort data, as well as to mine customer feedback using SQM’s text analyzer technology.
You can access our web portal and run real-time reports you need for performance reviews and coaching. Your staff will be given full training and ongoing support in the use of SQM’s web portal technology.
In addition, SQM can provide your call center with benchmark comparisons and quarterly in-depth reporting.
SQM’s world class call criteria is based on the customer’s call being resolved, the customer is overall very satisfied (top box response) with their call center experience and the CSR.
Note: Alternatively to the WCC metric, SQM’s new Customer Protection (CP SCORE™) can be used for certification (CP Score is based on whether the customer definitely would or probably would continue to use the organization’s products or services, is overall very satisfied with the CSR, and customer’s call is resolved). The CP SCORE™ needs to be 80% or greater to achieve certification.
For 2011, either the WCC or CP SCORE™ metric may be used.
Features & Benefits
It’s frugal - SQM’s customer survey conducted by phone by a SQM Telephone Survey Representative is only $7.00 per survey or $1.50 per survey for an outbound IVR survey.
It’s fair - SQM’s World Class Call Customer Satisfaction Certification Program is an independent third party approach, using your customer’s experiences to rate their call quality.
It’s fast - SQM’s customer survey results are posted directly to SQM’s secure website so that supervisors and customer service representatives can view the results within 10 minutes to 2 days of the call.
It’s focused - SQM’s customer surveys provide call centers, supervisors and customer service representatives with specific targeted opportunities for improving their customers’ satisfaction.
It’s full - SQM’s customer surveys give you ratings, digitally recorded customer feedback and text analytics to help improve customer satisfaction and first call resolution performance.
It’s fulfilling - Certified supervisors and customer service representatives are acknowledged for achieving world class call customer satisfaction performance and achieving this certification is considered by the recipients to be the best recognition program in the call center industry.
It’s financial - World class call customer satisfaction certification will help retain and attract customers and reduce call center operational cost.
SQM’s World Class Call Customer Satisfaction Certification Program for call centers, supervisors and customer service representatives is based on your customers’ judgment of their experiences using your call center to handle their calls. Having your customers judge your call centers, supervisors and customer service representatives as world class customer satisfaction providers is the most credible and rewarding certification program in the call center industry!
What’s Next
1. Call SQM Group at (800) 446-2095 to talk about your objectives for the World Class Call Customer Satisfaction Certification Program.
2. SQM will schedule a time to walk you through an online presentation which will show you clearly what you can expect from SQM’s World Class Call Customer Satisfaction Certification Program.
