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 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.
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.
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.
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:
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 for improving CX business practices
Benchmarking comparison to peer group, contact center industry, and world class contact centers
Best practices for improving your contact center’s CX business practices
Ability to correlate employee satisfaction ratings to customer satisfaction ratings using mySQM™ FCR Insights Software
Eligible for SQM’s Employee Experience Awards Program
Full text reports and coding of employee verbatim feedback
Ability to view employee surveys in real-time
Tracking and trending KPI performance, monthly, quarterly, semi-annually, and annually
Tracking and trending KPI performance from the supervisor to the senior vice president level of the contact center
Customized employee surveys
Ability to analyze and report employee surveys using mySQM™ FCR Insights software
View customer and employee survey data in the same platform using mySQM™ FCR Insights software
Ability to connect employee feedback with customer feedback to holistically target the areas of opportunity to improve CX
Pre-formatted reports and sophisticated database analytical tools
Customizable mySQM™ FCR Insights software dashboard to easily view the data that matters most to you