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.