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Snapshot Call Center Benchmark Study

Since 1996, SQM’s voice of customer Call Center Benchmark Study has been viewed as the gold standard for measuring, benchmarking, and improving call center customer satisfaction and first call resolution. Call centers that have demonstrated superior first call resolution and customer satisfaction are awarded a coveted SQM Call Center Customer Service of Excellence Award.

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Snapshot Call Center Benchmark Study

At SQM, we offer a Snapshot Call Center Benchmark Study to determine your current performance for KPIs such as Csat, FCR, OCR, and NPS, and we compare your performance to call centers within your industry, all industries and world-class Csat-performing call centers. The call center industry views SQM as the thought leader and gold standard for measuring, benchmarking, and improving customer satisfaction and first call resolution. A random sample of post-call customer service surveys is conducted with customers who have interacted with your call center within one business day of their interaction. SQM’s post-call customer service survey has a proven track record for measuring the attributes that accurately assess and benchmark your first call resolution (FCR), customer satisfaction (Csat), one contact resolution (OCR), net promoter score (NPS®), net retention index (NRI), and Sentiment Analysis performance. One of the key strengths of our survey process is that we use open-ended customer feedback and a proprietary repeat call tagging system to identify opportunities for reducing repeat calls and improving customer experience.

Benchmark First Call Resolution and Customer Satisfaction Study

A one-time study that takes 2-3 weeks to complete. The post-call surveys are conducted by SQM’s in-house Telephone Survey Agents that take approximately 5 minutes to complete or is conducted by an email survey. SQM benchmarks your call centers’ customer service delivery against the performance of over 500 leading North American call centers.

We use a standardized approach for measuring First Call Resolution with all FCR benchmarking participants. Our standardized measurement practices are considered the gold standard for benchmarking FCR and Csat consistently and accurately.

Call Center Benchmark Report

This call center benchmark study provides a 50-page benchmarking report that will be delivered to you and your management team via an onsite visit or video conference consultation with a senior SQM consultant outlining your call center’s CX Greatness, FCR, OCR, Csat, NPS®, NRI, emotional experience, call handling (e.g., average handle time, hold times, call transfers), and opportunities for reducing repeat contacts. SQM will review your call center operations and provide targeted and personalized recommendations to improve your call center performance.

In addition, you will have the opportunity to get a free trial with mySQMTM Customer Service QA Software using your own data.

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call center benchmarks infographic

Call Center Benchmark Study Will Provide:

Metrics include first call resolution, one contact resolution, customer satisfaction, net promoter score, net retention index, average handle time, speed of answer, callers put on hold, and call transfers.
Your call center performance is compared to your industry peers, overall industry average, and world class performers for call center benchmarks for KPIs. Our standardized measurement practices are considered the gold standard for accurately measuring FCR and Csat benchmarks.
Discover the financial impact of repeat calls, unresolved calls, and customer dissatisfaction.
Best practice recommendations that have been validated to improve first call resolution and customer satisfaction and lowering operating costs.
Companies participating in our benchmark study are automatically eligible for one of our Call Center Industry Customer Service Awards of Excellence. SQM's awards are considered the most prestigious in the industry.
Data is collected about other touchpoints (e.g., website, email, IVR, and chat) used before or after contacting the call center trying to resolve an inquiry or problem.
Open-ended questions are used to gather customer feedback about unresolved calls, and customer satisfaction is recorded and transcribed into text to be used for speech analytics for analysis.
Customer feedback texts for unresolved calls and customer satisfaction are tagged using predetermined reasons why customers had to make repeat calls to resolve their issues and why they were satisfied or dissatisfied.
Based on tagging customer verbatim feedback, targeted opportunities are identified for improving first call resolution and customer satisfaction.
Call center benchmarks for KPIs and metrics trending results can be reported monthly, quarterly, and yearly.
Segmented data such as call types, line of business, demographics, AHT, speed of answer, call transfers, and hold time provide comprehensive CX and cost insights for improving performance.
Call center benchmarks results are captured using a standardized approach for post-call surveying using SQM’s telephone survey agents or email survey methods.
A senior SQM consultant will deliver the Call Center Benchmark report, which includes methodology, your performance for KPIs and metrics, benchmark comparison, targeted opportunities for improvement, and best practices for improving performance. In addition, you will have the opportunity to get a free trial with mySQM Customer Service QA Software using your own data.

a laptop, a desktop and a tablet with mySQM CX insights software on the screen

Request a Software Demo Trial

Learn more about the Call Center CX Benchmarking or Tracking Study. Reach out today to book your demo.