Customer Experience Study
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).
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.
|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.|
|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:
|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|