CXM Software for Contact Centers
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The call center channel is still highly used for handling low- to high-complexity inquiries and problems. In fact, SQM's customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving an inquiry or problem. Interestingly, the call center channel makes up 40% of total contact channel volume. Call center first call resolution (FCR) is 70% and one contact resolution (OCR) is 59%, which means an alarming 41% of customers had to contact the organization more than once to resolve the same inquiry or problem. For those customers who used the call center channel 20% of customers used two or more contact channels to resolve their inquiry or problem. OCR is a tougher metric to achieve than FCR because the calculation of OCR factors in whether or not other channels were used trying to resolve an inquiry or problem and FCR only factors in the call center channel being used to resolve the inquiry or problem. Organizations should strive for a 75% OCR performance level in their call center to reduce repeat contacts and to improve customer satisfaction (Csat). When the customer experiences OCR using the call center, Csat is 33% higher than non-OCR calls. Clearly, when a customer experiences OCR it is the leading indicator for Csat.
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike received his MBA from Athabasca University in February of 2020. Mike has over 25 years of customer experience (CX) measurement, benchmarking, and consulting. As a consultant, Mike has experience working with leading North American organizations on improving CX. Mike has developed several key best practices that are fundamental to providing world class contact channel customer experiences. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and retention metrics. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. In addition, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.