The Omni-Channel Customer Experience Study uses customer surveys to capture feedback when using a call center and another contact channel (e.g., web self-service, email, IVR self-service, chat and social media) to resolve the same inquiry or problem. SQM’s omni-channel post-call survey has a proven track record for measuring the attributes that accurately assess and benchmark your customer satisfaction (Csat), contact resolution, customer effort and call deflection opportunities.
Post-Call Customer Satisfaction Survey
A random sample of post-call telephone surveys is conducted with customers who had a transaction with your call center and, in many cases, another contact channel. SQM's research shows that approximately 20% of customers calling a contact center also used another contact channel (e.g., email, web self-service, IVR self-service, chat or social media) to resolve their same inquiry or problem.
The post-call customer survey is:
- An in-depth interview
- 4 to 8 minutes in length
- Based on up to 20 rating and open-ended questions related to the customer’s omni-channel experience.
A one-time study that takes 2-3 weeks to complete. The post-call customer survey is completed as a live interview with SQM’s in-house Telephone Survey Representatives.
An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options.
A 50 page omni-channel customer experience benchmarking report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your omni-channel customer experience and business impact performance.
An omni-channel customer experience tracking report will be delivered quarterly to you and your management team via a conference call with a senior SQM consultant outlining your omni-channel customer experience and business impact performance. Real-time access to your customer survey information is available to all levels of staff in a secure encrypted manner through mySQM™ Reporting.
Specifically, SQM’s Omni-Channel Customer Experience Study will provide the following:
|High level and detailed contact channel FCR, OCR and Csat ratings|
|Benchmarking comparison to leading North American organizations’ contact channels|
|Call avoidance opportunities for contact channels, so customers do not have to use the call center for resolving their inquiry|
|The impacts of your omni-channel customer experience on your organization's ability to retain customers or the likelihood of your customers recommending your organization|
|The failure reasons why your customers were not able to resolve their inquiry or problem in the initial contact channel they used|
|Your customers' contact channel preference for resolving their inquiry or problem|
|Amount of revenue the contact center protected and lost|
|Unresolved contacts' impact on operating cost|
|Top 5 repeat contact reasons and their improvement opportunity for financial savings|
|Targeted opportunities for reducing repeat contacts|
|Best practices for improving your contact center's OCR and FCR performance|
|Entry into SQM’s Customer Experience Awards Program|
|Access to SQM’s best practice consulting|
|Data collection on failure reasons for other channels' usage|
|Full-text reports of customer verbatim|
|Full coding of customer verbatim|
|Ability to manage quota at a CSR level, providing personal accountability to the Voice of the Customer|
|Tracking and trending KPI performance hourly, daily, weekly, monthly, quarterly and annually|
|Tracking and trending KPI performance from the CSR to the senior vice president level of the contact center|
|Ability to listen to the actual recordings of customer feedback|
|Real-time notifications of customer dissatisfaction (Action Alerts)|
|Ability to track responses to customer Action Alerts|
|Ability to link QA to customer surveys|
|Ability to capture and report coaching actions|
|Real-time web based reporting, pre-formatted reports and sophisticated database analytical tools|
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 Omni-Channel Customer Experience Study.