FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
Are you looking for a way to recognize your team members who have shown substantial improvement this year?
By nominating a member of your team for our CSR Top Improvement Award, you can show them you recognize their hard work over the past year and are proud of their accomplishment.
Our CSR Top Improvement program is based on feedback given from customers which that agent spoke with, as well as information from themselves, or their supervisor on how they achieved a 10% or greater World Class rating from the previous year. Each story submitted is judged by a panel of contact center industry experts to determine the finalists.
CSR Top Improvement Awards Nomination
To be eligible for a CSR Top Improvement award, you must have completed the following four steps. Step 1 is utilizing SQM Groups services to obtain feedback from your customers about how your organization is performing. Step 2 targets feedback from customers about your specific agents and the service they provided to those customers. Step 3 is where the agent’s improvement and development is detailed and sent to SQM for judging purposes. The agent must have been employed for at least 18 months at the organization and shown a considerable improvement in their WCC score from the prior year. Step 4 is the final one where you register for and attend our annual conference where you will have the ability to learn, network, and celebrate successes together!
Become a client of SQM’s customer experience services to measure your individuals employees key performance metrics related to CX (resolution, satisfaction, etc).
Ensure your agent is working towards improving their World Class score by achieving a minimum of 25 customer telephone surveys each calendar year and improving by 10% or more each year.
Illustrate your agent's outstanding improvement of 10% or more by following our nomination process below and nominate your agent by the published deadline.
Attend the annual SQM CX Conference and watch your agent be recognized for their substantial improvement, and learn some FCR best practices to help your other agent’s also improve!
Customer surveys must consist of at least 3 consecutive months of surveys between the months of January 1st, to December 31st, and have a minimum of 25 attributable surveys. The agent must have improved their World Class Call (WCC) performance by at least 10% from the previous year.
Finalists will receive a medallion and a plaque.
The nominations must be based on an agent’s experience that meets any of the following criteria. Stories should be chosen and submitted to SQM by senior management. Organizations can submit an unlimited number of nominations as long as each agent obtained a minimum 10% WCC improvement from the previous year. All CSR Top Improvement finalist stories will be published
Acknowledge Your Employee's Amazing Feat
SQM Group has compiled all of our previous CSR Top Improvement finalist stories from the past decade into one easy to find library. We suggest reading these stories to get ideas for your CSR Top Improvement nomination as well as encourage you to read these stories to get insights into how other agent’s have taken charge or requested assistance in ensuring they were able to improve their customer experience delivery.
• Commitment Towards Excellence
• An Exceptional Experience
• Going the Extra Mile
• It Takes Patience and Understanding
• Creating Members for Life
Check out our collection of FCR Best Practices studies focused directly on helping to improve the abilities of your customer service representatives who provide your companies customer experience! Customer Service Representative Best Practices include Call Handling, Quality Assurance, CSR Training, and more.