Snapshot Call Center Benchmark Study

Benchmark First Call Resolution and Customer Satisfaction Study

A one-time study that takes 2-3 weeks to complete. SQM uses conversational IVR, email, and live phone agent post-call survey methods that take approximately 5 minutes to complete. 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 and Customer Satisfaction with all benchmarking participants. Our standardized measurement practices are considered the gold standard for benchmarking FCR and Csat consistently and accurately.

Post-Call Survey Method

Call center benchmark results are captured using a standardized approach for post-call surveying using SQM’s conversational IVR, email, and live phone agent post-call survey methods.

Post-Call Survey Methods Overview:

1. Conversational IVR (Interactive Voice Response):

This method leverages conversational IVR to engage customers in a natural dialogue during outbound calls. It invites participants to complete a survey using conversational IVR and seamlessly connects customers to live phone agents for conducting post-call customer satisfaction surveys.

2. Phone Surveys:

This traditional method involves outbound calls made by telephone agents, who invite customers and administer the post-call customer satisfaction survey directly over the phone. This approach provides high-quality customer feedback.

3. Email Surveys:

The email method sends survey invitations to respondents, enabling them to complete the survey online. This approach is widely used for post-call customer satisfaction surveys due to its convenience and accessibility.

4. Interactive Voice Response (IVR):

The IVR technology method uses automated telephone systems, allowing customers to interact with the survey through voice commands or keypad inputs. This approach efficiently facilitates post-call customer satisfaction surveys.