Service Quality Measurement (SQM) Group is a North American first call resolution (FCR) customer service management software company based in Coeur d'Alene, Idaho, and Vernon, British Columbia. Since 1996, SQM has been a Call Center First Call Resolution Expert for measuring, benchmarking, tracking, and improving FCR. At the heart of our services is SQM™ FCR Insights software, FCR research, best practices consulting, and awarding for FCR performance. We are passionate about helping call centers improve FCR, deliver a great customer experience, and reduce operating costs.
mySQM™ FCR Insights software is a SaaS-based subscription platform explicitly built for call centers. Combining our standard and Personalized Intelligence™ software features is a powerful approach to assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience.
SQM is considered the market leader in North America for benchmarking, tracking, and improving FCR. Over 70% of our clients consistently improve their FCR performance annually. At SQM, we are very proud that we consistently achieve 95% client retention every year. We have written five FCR best practices books and many FCR blog articles.
The Right Partner for Call Centers
Since 1996, SQM has been a leading provider of CXM software. We partner with many of the largest and best call centers in North America to help them deliver great customer and employee experiences using our mySQM™ FCR Insights software platform.
SQM is a leading provider of CXM software. Our mySQM™ FCR Insights is powered by a SaaS platform that helps call centers measure, benchmark, track, and improve First Call Resolution. The SaaS subscription platform captures and reports customer experiences, key moments of truth for interaction life cycle, and touchpoints. mySQM™ features Personalized Intelligence™, an automated suite of tools that discovers effective opportunities for FCR improvement within a contact center’s touchpoints. By focusing on individual interactions, as well as providing agent-level insights, Personalized Intelligence™ delivers on SQM's promise to improve customer experience, one individual at a time.
SQM specializes in capturing, analyzing, benchmarking and reporting contact center FCR, CX, and EX. Our research team includes doctorate level researchers, and software engineers to help with any of your survey questions, data capture, and interpretation of results.
One of the most prestigious and sought-after call center industry awards in North America, the SQM FCR Awards recognize top-performing organizations and customer service representatives for demonstrating customer experience excellence. With more than 50 different awards – including demonstrated employee experience and corporate social responsibility excellence, the SQM awards recognize performance based on feedback from contact center customers and employees. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, and LoyaltyOne.