Judged By Employees who work in the Call Center
Overview
SQM’s World Class First Call Resolution Employee Satisfaction Certification Program has two primary purposes:
1. To determine if your call center is performing at the world class FCR Esat performance level for certification.
2. To track on a daily, weekly, monthly, quarterly, and annual basis CSR and supervisor satisfaction with your call center’s ability to consistently deliver FCR to your customers.
SQM’s World Class FCR Esat Certification Program is the most credible and rewarding employee certification program in the call center industry because it is based on your CSRs’ and supervisors’ experience with your call center’s ability to consistently deliver FCR to your customers.
Other major benefits of SQM’s World Class FCR Esat Certification Program are that it assists call centers to improve their FCR, Esat, Csat and reduces operational costs.
SQM’s World Class FCR Esat Certification Program is simple for call centers to implement because it requires very little effort from call center management - it is a turnkey approach to capturing and reporting FCR Esat ratings.
For call centers who achieve a world class FCR Esat performance level, SQM provides them with a trophy award and a certificate certifying that they achieved World Class FCR Esat Certification distinction. In addition, these call centers are identified on SQM’s World Class FCR Esat Certification website registry.
How it Works
Call Center World Class FCR Esat Certification is based on 50% or more of CSRs and supervisors being very satisfied with the ‘world class FCR Esat metric’. In addition, the call center FCR performance must be 3rd quartile or better in SQM’s customer benchmarking database and annual CSR turnover must not be higher than 30%.
SQM’s world class FCR Esat criteria are based on CSRs and supervisors being overall very satisfied (top box response) with 3 metrics: (1) working in the call center, (2) the call center’s ability to consistently achieve FCR and (3) issues which prevent FCR are fixed in a timely manner.
Surveying for FCR Esat certification will be conducted in SQM’s benchmarking year timeframe of October 1 to September 30. Surveying must be conducted for at least 6 consecutive months in duration and within SQM’s benchmarking year timeframe.
A minimum sample size of 70% of CSRs and supervisors are surveyed and the surveys are spread out evenly over the 6 to 12 month SQM benchmarking year timeframe. Employees should not be surveyed more than once a year.
Clients send SQM a master list of all CSRs each month in a standardized format which includes CSR identification, email address, supervisor name and, if applicable, when CSRs left the CSR job.
SQM randomly selects CSRs and supervisors for surveying each month, ensuring an equal proportion of employees are selected each month.
Employees complete SQM’s online or IVR FCR Esat survey. The FCR Esat survey takes approximately 3 minutes to complete. The FCR Esat survey is offered in different languages (i.e., French, Spanish).
CSRs are invited to complete an FCR Esat survey by either an email invitation or by an administrator (i.e., not a supervisor) asking them to complete the FCR Esat survey.
Employees are invited or informed at the beginning of the month and have up to 30 days to complete the survey at a convenient time for the CSRs and the call center. After the initial survey invitation, employees are sent 2 email reminders to complete the FCR Esat survey.
Workforce management is not required to schedule CSRs to complete the survey because the FCR Esat survey is only 3 minutes in length.
Certification distinction is good for 1 year after the call center achieves certification. In order to maintain certification distinction, you must participate in SQM’s certification program on an annual basis.
Call centers that have been certified must maintain a minimum performance of 50% or more of CSRs and supervisors being very satisfied with the ‘world class FCR Esat metric’ to keep their World Class FCR Esat Certification distinction.
The aggregate survey results are accessible in real-time through SQM’s secure web portal. This reporting system gives you the ability to report, analyze and sort data by employee demographic info (e.g., skill set, position, age, tenure, LOB, location, education, gender).
SQM’s web portal provides information on which CSRs and supervisors have completed the FCR Esat survey.
In addition, SQM can provide your call center with benchmark comparisons and quarterly in-depth reporting.
Features & Benefits
It’s frugal - SQM’s FCR Esat survey conducted by an online or IVR survey for organizations with:
- 1 to 2000 employees, the cost per survey is $3.00
- 2001 to 5000 employees, the cost per survey is $2.00
- 5000 plus employees, the cost per survey is $1.00
Pricing note: There is a $2,500 set up cost for all clients. New clients are required to complete a standard call center Csat study which costs $6,995 in order to participate in the World Class FCR Esat Certification Program.
It’s fair - SQM’s FCR Esat certification program is an independent third-party approach, using your employees’ experiences to rate your call center’s ability to deliver FCR.
It’s fast - FCR Esat survey results are posted directly to SQM’s secure web portal so that management can view the results on a daily, weekly, monthly, quarterly and annual basis.
It’s focused - SQM’s web portal provides call centers with key FCR Esat reports such as CSRs and supervisors’ satisfaction (top box response) with 3 metrics: (1) working in the call center, (2) call center’s ability to consistently achieve FCR and (3) issues which prevent FCR are fixed in a timely manner.
It’s full - SQM’s web portal provides you with key FCR Esat ratings and those ratings are correlated to employee demographic information (e.g., skill set, position, age, tenure, LOB, location, education, gender) to help improve your call center’s ability to improve their FCR performance.
It’s fulfilling - Certified call centers are acknowledged for achieving world class FCR Esat 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 FCR Esat Certification will help retain and attract customers and reduce call center operating cost.
SQM’s World Class FCR Esat Certification Program for call centers is based on your employees’ judgment of their experiences resolving customer calls on the first call. Having your employees judge your call center as a world class FCR Esat provider 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 FCR Esat 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 FCR Esat Certification Program.
