SQM’s Contact Channel Customer Experience Study measures a specific contact channel’s one contact resolution (OCR), first contact resolution/first call resolution (FCR), customer satisfaction (Csat) and operational performance and brings them together for a deeper insight into your contact center’s performance and Voice of the Customer (VoC) metrics. The primary objective of an SQM Contact Channel Customer Experience Study is to provide your organization with an understanding of how your contact channel is performing and develop your customer experience strategy. We can survey any of your customer contact channels (e.g., call center, IVR self-service, email, web self-service, chat and mobile app).

 

Methodology

Post-Contact Customer Satisfaction Survey

A random sample of post-contact customer satisfaction surveys is conducted with customers who have had a transaction with your contact channel within 1 business day of their interaction. SQM’s post-contact survey has a proven track record for measuring the attributes that accurately assess your OCR, FCR and Csat performance.

Benchmarking Study

Tracking Study

A one-time study that takes 2-3 weeks to complete. The post-contact customer survey is completed as a live interview with SQM’s in-house Telephone Survey Representatives. An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options.

 

Report Deliverables

Benchmarking Study

Tracking Study

A 50 page benchmarking report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your contact channel’s OCR, FCR, Csat, operational performance and opportunities for reducing repeat contacts. A formal quarterly report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your contact channel’s OCR, FCR, Csat, operational performance and opportunities for reducing repeat contacts.
Real-time access to your customer survey information is available to all levels of staff in a secure encrypted manner through mySQM Reporting.

 

Specifically, SQM’s Contact Channel Customer Experience Study will provide the following:

Benchmarking

Tracking

High level and detailed contact channel FCR, OCR and Csat ratings
Benchmarking comparison to leading North American organizations’ contact channels
Amount of revenue the contact channel protected and lost
Unresolved contacts’ impact on operating cost
Top 5 repeat contact reasons and their improvement opportunity for financial savings
Targeted opportunities for reducing repeat contacts
Best practices for improving your contact channel’s OCR and FCR performance
Entry into SQM’s Customer Experience Awards Program
Access to SQM’s best practice consulting
Data collection on failure reasons for other channels’ usage
Full-text reports of customer verbatim
Full coding of customer verbatim
Ability to manage quota at a CSR level, providing personal accountability to the Voice of the Customer
Tracking and trending KPI performance hourly, daily, weekly, monthly, quarterly and annually
Tracking and trending KPI performance from the CSR to the senior vice president level of the contact center
Ability to listen to the actual recordings of customer feedback
Real-time notifications of customer dissatisfaction (Action Alerts)
Ability to track responses to customer Action Alerts
Ability to link QA to customer surveys
Ability to capture and report coaching actions
Real-time web based reporting, pre-formatted reports and sophisticated database analytical tools

 

All Contact Channel Benchmarking Study participants are eligible for SQM’s Customer Experience Awards

What’s Next

Contact SQM Group via email or phone us at 1-800-446-2095 to schedule a time where an SQM representative can walk you through the details of our Contact Channel Customer Experience Study.