SQM Group

Call Center Research Whitepapers

Based on over 25 years of call center research with 500+ leading North American call centers, SQM Group has developed free, downloadable whitepapers that help call centers to improve FCR, customer satisfaction, and employee experience.

Report Topics

Our whitepapers cover a variety of topics and metrics such as the following:

  • First Call Resolution
  • Persona Communication Styles
  • Customer Service-Centric Culture
  • Work from Home Model for Contact Centers

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Featured Article

Featured White Paper

White Papers

First Call Resolution Reimagined

FIRST CALL RESOLUTION REIMAGINED PART 1

First Call Resolution has been reimagined in terms of Importance, Definition, Measurement, Goals, and ROI.

 

First Call Resolution Part 1

First Call Resolution Best Practices

FCR TOP 10 CALL CENTER
BEST PRACTICES PART 2

Improve FCR with Case Studies from Award-Winning North American Call Centers.

 


FCR Best Practices Part 2

Persona Communication Styles

PERSONA COMMUNICATION STYLES

Agents can adapt their communication styles to match their customer’s styles resulting in higher Csat.

 

Communication Styles

Customer Centric

CREATE A CUSTOMER SERVICE-CENTRIC CULTURE

The importance of customer service centricity and the top 10 CX metrics for achieving a customer-centric culture. 

 

Customer Service-Centric

Call Handling

CALL HANDLING STANDARDS

Call handling standards that are used to help agents deliver great customer service.

 

Call Handling Standards

Work From Home Model

IS THE CALL CENTER WFH MODEL HERE TO STAY AFTER COVID-19?

Pre/Post COVID-19 Customer & Employee Experience Benchmark Research.


Call Center WFH

FCR Guide

FCR COMPREHENSIVE GUIDE

This First Call Resolution (FCR) blog is a guide for defining, measuring, tracking, benchmarking, and improving FCR.

FCR Comprehensive Guide

Call Center Operational Data

CALL CENTER OPERATIONAL BENCHMARKING DATA

SQM Group captured operational benchmarking data for over 300 leading North American call centers in 2021.

Operational Data

Good FCR Rate for 2022

WHAT IS A GOOD
FCR RATE?

SQM Group Presents the Call Center Industry 2022 FCR Benchmark Results.

 

Good FCR Rate

15 questions to ask potential vendors

15 QUESTIONS TO ASK POTENTIAL VENDORS

Know the right questions to ask vendors when deciding on customer service and quality assurance software.

15 Questions to Ask Potential Vendors

15 questions to ask potential vendors

IMPROVING SUPERVISOR COACHING EFFECTIVENESS

Call center customer service success depends on the supervisor's agent coaching effectiveness.

Improving Supervisor Coaching Effectiveness

15 questions to ask potential vendors

CUSTOMER SERVICE QUALITY ASSURANCE

SQM Group explains how to create an effective Customer Service QA Form in 3 steps - 2023.

Customer Service Quality Assurance