CONTACT CHANNEL BENCHMARKING / TRACKING CX STUDY

 

SQM’s Contact Channel Customer Experience Study accurately measures, benchmarks, and identifies opportunities for improving a specific contact channel customer experience. SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, and improving CX. 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).
Contact Center IVR Surveys Email Surveys Website Surveys Chat Surveys Mobile Surveys

Methodology


Post-Contact Customer Experience Survey

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, and NPS® 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.

Benchmarking Study

A one-time study that takes 2-3 weeks to complete. The post-contact customer experience surveys are completed as live interviews with SQM’s in-house Telephone Survey Representatives. SQM benchmarks your contact centers’ customer experience delivery against the performance of over 500 leading North American contact centers.

Tracking 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™ Reporting and can be accessed through a mobile device, tablet or desktop device. SQM’s tracking study also qualifies your CSRs and Supervisors to become eligible to be certified as world-class customer experience providers.

Report Deliverables


Benchmarking Study

A 50 page benchmarking report will be delivered to you and your management team via a two-day onsite consultation visit with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS ® performance, 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.

Tracking Study

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™ Reporting.

Specifically, SQM’s Contact Channel Customer Experience Study will provide the following:


 

Benchmarking

Tracking

High level and detailed contact channel CX Greatness, OCR, FCR, and Csat ratings. Check Check
Benchmarking comparison to leading North American organizations’ contact channels Check Check
Amount of revenue the contact channel protected and lost Check Check
Unresolved contacts' impact on operating cost Check Check
Top 5 repeat contact reasons and their improvement opportunity for financial savings Check Check
Targeted opportunities for reducing repeat contacts Check Check
Best practices for improving your contact channel’s CX Greatness, OCR, and FCR performance Check Check
Entry into SQM’s Customer Experience Awards Program Check Check
Access to SQM’s best practice consulting (CX Benchmarking Study includes 2-day onsite visit from a senior SQM Consultant) Check Check
Data collection on failure reasons for other channels' usage Check Check
Full-text reports of customer verbatim Check Check
Full coding of customer verbatim Check Check
Ability to manage quota at a CSR level, providing personal accountability to the Voice of the Customer   Check
CSRs and Supervisors are eligible to be certified as world-class customer experience providers   Check
Tracking and trending KPI performance hourly, daily, weekly, monthly, quarterly and annually   Check
Tracking and trending KPI performance from the CSR to the senior vice president level of the contact center   Check
Ability to listen to the actual recordings of customer feedback   Check
Real-time notifications of customer dissatisfaction (Action Alerts)   Check
Ability to track responses to customer Action Alerts   Check
Ability to link QA to customer surveys   Check
Ability to capture and report coaching actions   Check
Real-time web based reporting, pre-formatted reports and sophisticated database analytical tools   Check

 

What’s Next


Contact SQM Group via email or phone us at 1-800-446-2095 to schedule a time where an SQM representative can walk you through the details of our Contact Channel Customer Experience Study.