SQM Group

Contact Center Employee Experience Studies

From an employee perspective, these studies benchmark or track employee experience (EX), employee engagement, identifies opportunities for EX improvement, and awards contact centers that have demonstrated EX excellence.

Contact Center Employee Experience Benchmarking and Tracking

These studies are different from traditional HR employee satisfaction studies because they are focused on measuring and benchmarking the effectiveness of your Customer Experience (CX) business practices (i.e., people, process and technology), and provide insights for improving CX. SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, and improving CX and EX. A random sample of contact center EX surveys is conducted using an email invite survey method. SQM’s contact center EX survey has a proven track record for measuring the attributes that accurately assess and benchmark employee satisfaction, engagement, and effectiveness with the contact center’s business practices for improving and providing great CX.

a thin gray line with a hexagon.

Three Circle graphs showing different metrics. A call center employee is in the lower left.

Employee Satisfaction/Engagement
Benchmarking Study

A one-time employee satisfaction/engagement study that takes 2-3 weeks to complete. The contact center employee experience survey is completed using an email survey method. The employee survey uses rating and open-ended questions and takes 15 minutes or less to complete. SQM benchmarks your contact center employee experience delivery against the performance of over 250 leading North American contact centers. SQM’s benchmarking study also qualifies your contact center to become eligible for employee experience awards.

Benchmarking Report

A 50-page benchmarking report will be delivered to you and your management team via an onsite consultation visit or by a video conference call. A senior SQM consultant will share your contact center’s employee satisfaction with your people, process, and technology CX business practices effectiveness for improving and providing great CX and EX. SQM will share best practices that have been validated for improving FCR and providing great CX and EX.

Bar graphs by quarter with an employee, a laptop and a phone in the lower right.

Employee Satisfaction/Engagement
Tracking Study

An ongoing employee satisfaction/engagement study conducts employee satisfaction surveys on a monthly or quarterly basis. The call center employee experience survey is completed using an email survey method. Surveys can be customized to meet your needs. Employee feedback and ratings are available 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 contact center to become eligible for employee experience awards.

Tracking Report

A formal quarterly or semi-annual report will be delivered to you and your management team via a video conference call with a senior SQM consultant sharing your contact center’s employee satisfaction with your people, process, and technology CX business practices effectiveness for improving FCR and providing great CX. Real-time access to your employee survey information is available to managers through mySQM™ FCR Insights software.

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

 

KPI Ratings

Key performance indicator results including Employee satisfaction and engagement ratings

Employee Satisfaction With CX Delivery

Employee satisfaction with your contact center’s ability to deliver a positive CX

Employee Satisfaction With CX Practices

Employee satisfaction with your people, processes, and technology CX business practices

Employee Satisfaction With Support Departments

Employee satisfaction with support departments helping them provide great CX

Targeted Opportunities

Targeted opportunities for improving CX business practices

Benchmarking

Benchmarking comparison to peer group, contact center industry, and world class contact centers

Best Practices

Best practices for improving your contact center’s CX business practices

CX Impact

Ability to correlate employee satisfaction ratings to customer satisfaction ratings using mySQM™ FCR Insights Software

EX Awards

Eligible for SQM’s Employee Experience Awards Program

Employee Verbatim

Full text reports and coding of employee verbatim feedback

 
 

Immediate Results

Ability to view employee surveys in real-time

Tracking and trending KPI performance, monthly, quarterly, semi-annually, and annually

Segmented Data

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

Customizable Surveys

Customized employee surveys

Powerful Software

Ability to analyze and report employee surveys using mySQM™ FCR Insights software

Combined Reporting

View customer and employee survey data in the same platform using mySQM™ FCR Insights software

Holistic Improvement

Ability to connect employee feedback with customer feedback to holistically target the areas of opportunity to improve CX

Sophisticated Tools

Pre-formatted reports and sophisticated database analytical tools

Customizable

Customizable mySQM™ FCR Insights software dashboard to easily view the data that matters most to you