SQM Group

Contact Center Customer Experience Studies

Our benchmark first contact resolution and track first contact resolution studies provide insights into contact center customer experience for first contact resolution improvement and award contact centers that have demonstrated FCR and CX excellence from a customer perspective.

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Call Center Customer Experience Studies

The contact center industry views SQM as being the thought leader and the gold standard for measuring, benchmarking, and improving contact center customer experience and first contact resolution.  We conduct voice of the customer research for all major contact channels (e.g., call center, IVR self-service, email, web self-service, chat, and mobile self-service). A random sample of post-contact customer experience surveys are conducted with customers who have had a transaction with your contact channel within 1 business day of their interaction. SQM’s post-contact customer experience survey has a proven track record for measuring the attributes that accurately assess and benchmark your CX Greatness, OCR, FCR, Csat, NPS®, and Persona Communication Styles performance. One of the key strengths of our survey process is that we use open-ended customer feedback and a proprietary repeat contact tagging system to identify opportunities for reducing repeat calls or contacts.

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Benchmark First Call Resolution Study

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

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

Benchmarking Report

This FCR benchmarking study provides a 50 page benchmarking report will be delivered to you and your management team via onsite visit or video conference consultation with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS®, NRI, emotional experience, operational performance, and opportunities for reducing repeat contacts. SQM will review your contact channel operations, conduct focus groups, and provide targeted and individualized recommendations to improve your contact channel performance.

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Track First Call Resolution Study

An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options. Customer feedback notification is sent to you in real-time through mySQM™ FCR Insights software and can be accessed through a mobile device, tablet or desktop device. SQM’s tracking study also qualifies your agents and Supervisors to become eligible to be certified as world-class customer experience providers.

Tracking Report

This FCR tracking study provides a formal quarterly report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, operational performance and opportunities for reducing repeat contacts. Real-time access to your customer survey information is available to all staff levels in a secure encrypted manner through mySQM™ FCR Insights software.

SQM’s Call Center Customer Experience Study will provide the following:


KPI Ratings

High level and detailed contact center CX Greatness, OCR, FCR, and Csat ratings


Benchmarking comparison to industry peers, average, and World Class North American contact centers

Revenue Protection/Loss

Amount of revenue the contact center protected and lost

Operating Cost Impact

Unresolved contacts' impact on operating cost

Fail-Point Impact

Improvement opportunities and financial savings from Top 5 repeat contact reasons

Targeted Opportunities

Targeted opportunities for reducing repeat contacts and improving customer satisfaction

Best Practice Recommendations

Best practices for improving your contact center's CX Greatness, OCR, and FCR performance

CX Awards

Entry into SQM’s Customer Experience Awards Program

Other Channel Data

Data collection on failure reasons for other channels' usage

Customer Verbatim

Full-text reports of customer verbatim


Coding Feedback

Full coding of customer verbatim survey feedback

Agent-Level Quota

Ability to manage quota at a agent level, providing personal accountability to the Voice of the Customer

World-Class Certification

Agents and Supervisors are eligible to be certified as world-class customer experience providers

Tracking and trending KPI performance hourly, daily, weekly, monthly, quarterly and annually

Segmented Data

Tracking and trending KPI performance from the agent to the senior vice president level of the contact center

Voice of the Customer

Ability to listen to the actual recordings of customer survey feedback

Immediate Alerts

Real-time notifications of customer dissatisfaction (Action Alerts) and ability to track service recovery

Quality Assurance

Ability to link QA to customer surveys


Ability to capture and report coaching actions

Real-Time Reports

Real-time web based reporting, pre-formatted reports and sophisticated database analytical tool​s


*All tracking study data is captured, analyzed, and reported using mySQM™ FCR Insights software