CX survey data can be captured from the CSR to the call center level, by segment, call reason, LoB, etc.
Benchmarking and Certification
We benchmark agents and contact channels using metrics such as CX Greatness, OCR, FCR, Csat, NPS®, QA, etc. SQM certifies agents who have delivered world-class CX performance.
Benchmarking and ranking CX data is captured and reported in real-time through mySQM™ FCR Insights software.
VoC FCR / CX Benchmarking
SQM conducts Voice of Customer (VoC) surveys based on a recent interaction with a call center. FCR benchmarking and ranking data is captured and reported in real-time through mySQM™ FCR Insights software. The benchmarking data provides powerful CX performance comparisons for agents to compare themselves to their peers, and for the organization to compare itself to other organizations. The insights provided by the benchmarking data motivates agents to improve CX performance and reduce repeat calls. Many agents and contact centers improve their FCR performance by up to 10% as soon as they start benchmarking and ranking agents performance. One of the best parts about SQM's FCR / CX Benchmarking and Certification is that it awards and certifies world-class performing agents, supervisors, and contact centers.
Capturing FCR / CX
A random sample of post-contact customer experience surveys are conducted with customers who have had a transaction with your contact channel within one business day of their interaction. SQM’s post-contact FCR / CX survey has a proven track record for measuring the attributes that accurately assess and benchmark your FCR and CX performance.
FCR Benchmarking Software
SQM accurately measures, benchmarks, and identifies opportunities for improving agents and a specific contact channel FCR / CX. SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, and improving FCR and CX. We benchmark all major contact channels (e.g., call center, IVR self-service, email, web self-service, chat, and mobile self-service) and data is captured and reported using mySQM™ FCR Insights software. SQM uses benchmarking VoC CX data to award and certify world-class performing agents, supervisors, and contact centers.
Call Center Reporting
A formal quarterly report will be delivered to you and your management team via a video conference call with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS® operational performance and opportunities for reducing repeat contacts. Real-time access to your VoC survey information is available to all staff levels in a secure encrypted platform through mySQM™ FCR Insights software.