Today’s connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use. This conclusion is based on SQM’s research of benchmarking over 500 leading North American contact centers and conducting 7.5 million surveys with customers who used a contact channel to resolve an inquiry or problem.
Today’s connected customers expect to resolve their inquiry or problem on the first contact effortlessly, regardless of what contact channel(s) they choose to use. Customers’ expectations to resolve any inquiry or problem using any contact channel they choose is a huge challenge for organizations to meet.
Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer Satisfaction (Csat). In fact, SQM research shows that the the majority (75%) of organizations’ enterprise wide Csat (top box rating response) is at the poor to average performance level.
SQM is frequently asked, “What are the potential financial gains that can be expected from improving First Call Resolution (FCR)?” SQM’s research shows that, for the average contact center, a 1% improvement in FCR performance equals $285,000 in annual operational savings from the call volume reduction due to improving FCR.
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about overall organization customer experience strategy and practices. Most organizations are grappling with improving enterprise wide Customer satisfaction (Csat). In fact, the average enterprise wide Csat is only 65% (top box response).
SQM is proud to share some of our Customer Contact Channel Usage and Experience Research with you. The research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.
In high performing customer-focused organizations, we typically see three key individuals working in alignment on First Call Resolution (FCR) and One Contact Resolution (OCR). At the top of the house, reporting to the C-Suite, is the Customer Experience Officer; leading the contact center is the FCR Leader; and at the project management level within the contact center is the FCR Champion.
The vast majority of SQM client senior executives would agree that delivering a world class customer experience for contact channel usage is critical to their organization’s success. Many North American CEOs are seeking the improvement of customer experience and, in many cases, it is the number one priority for their organization.