SQM Group

Call Center Research

SQM offers benchmarking and tracking voice of the customer and employee studies designed to improve FCR and provide great CX.

Contact Us

Customer Experience Studies

From a customer perspective, this insightful study benchmarks or tracks CX, identifies opportunities for CX improvement, and awards call centers that have demonstrated CX excellence. We conduct voice of the customer research for all major call channels (e.g., call center, IVR self-service, email, web self-service, chat, and mobile self-service).

Customer Experience Studies

A graphic of a hand purchasing groceries from a  phone with a customer service representative in the background.

CX Multi-Channel Studies

This study uses customer surveys to capture feedback when using a call center and another contact channel (e.g., web self-service, email, IVR self-service, chat and social media) to resolve the same inquiry or problem. This study has a proven track record for measuring the attributes that accurately assess and benchmark your omni-channel customer satisfaction (Csat), one contact resolution, customer effort, call deflection, and CX improvement opportunities.

Multi-Channel Studies

Two workers on different divices providing customer service.

Employee Experience Studies

From an employee perspective, these studies benchmark or track employee experience (EX), identifies opportunities for EX improvement, and awards call centers that have demonstrated EX excellence. These studies are different from traditional HR employee satisfaction studies because they focus on measuring and benchmarking the effectiveness of your CX business practices (i.e., people, process and technology), and provide insights for improving CX.

Employee Experience Studies

A group of employees with graph around them. A magnifying glass hovers over graphs.

Social Responsibility Study

Our SQ-Mpathy Corporate Social Responsibility Study evaluates your program and we certify and award top performers for the impact of their organization’s social initiatives by measuring the stakeholders that matter most – your customers and employees. Our study includes customer and employee surveys and benchmarks your agent performance based on the combination of two indexes: 50% coming from the CSR Triple (E) Index and 50% coming from the CSR Sustainability Index.

Social Responsibility Study

A team wearing blue shirts volunteering planting trees and cleaning garbage.