SQM Group

Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (VoC) data to measure and improve contact channel customer experience, operating costs and retention. Since 1996, SQM’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) performance. In fact, over 70% of our contact center tracking clients improves their FCR and operating costs year over year. For the average contact center SQM benchmarks, a 1% improvement in their FCR performance equals $256,000 in annual operational savings. In addition, we award contact centers that have demonstrated FCR excellence.

SQM benchmarks over 500 leading international contact centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996. On an annual basis, SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee contact center survey database is one of the largest in North America. SQM does business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica.

SQM provides consulting expertise to our contact center clients in order to assist them in developing and implementing best practice action plans for improving their FCR and customer experience performance.

SQM also benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting benchmarking and tracking studies on these contact channels, organizations can get insights into customers’ experiences using these contact channels individually or using multiple contact channels, to get their inquiry resolved. For all the contact channel benchmarking and tracking studies, SQM focuses on the customer’s experience in achieving first contact resolution. SQM conducts over 1 million surveys (over 450,000 live surveys and over 550,000 IVR surveys) with customers who have used a contact center, email, website, IVR or site contact channel service.

SQM’s Awards Program is the most prestigious and sought after North American contact channel FCR awards program. Our awards are based on customers who have used a contact channel and employees who work in a contact center. These awards are considered to be the fairest and most credible service quality awards for measuring the customer’s experience when using a contact channel because they are based on FCR performance. We have recognized top performing organizations for FCR, Csat and Esat since 1998. SQM evaluates leading North American organizations such as American Express, UPS, FedEx, Marriott, Sears, Canadian Tire, U.S. Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard and Blue Cross.

SQM’s Certification Program is designed to determine if contact centers, supervisors and customer service representatives are performing at the world class call FCR and customer satisfaction performance level. Our FCR and customer satisfaction certification program is the most credible and rewarding certification program in the contact center industry because certification is based on your customers’ experience calling your contact center. Certification is based on surveying customers who have just recently called a contact center.

SQM offers four different post-contact surveying methods (i.e., phone, IVR, online and SMS mobile). Our post-contact survey is based on proven survey questions that provide accurate results and clear insights on areas to improve. SQM conducts all phone surveys using our own dedicated workforce. All post-contact survey methods can be integrated into one common database. Our call list management system allows us to accurately deliver a survey quota at a customer representative level or any other survey quota level that is required. To ensure the quality of our survey data and feedback collection, SQM monitors 100% of our surveys. The accuracy of each survey method is individually tracked and must comply with our minimum error rate of less than 1%.

Our reporting is available in real time via our secure mySQMTM web portal or through your mobile phone. Customer representatives and supervisors have direct and secure access to their reports and coaching logs. Your analysts have full access to over 60 FCR Csat pre-formatted reports which can be easily exported. Furthermore, your analysts can sort and search the data for ad hoc reporting. Our reporting capabilities also allow the integration of Csat survey and call quality assurance evaluation data. Raw data is also available in real time.

We have two state-of-the-art research contact centers located in Coeur D’Alene, Idaho and Vernon, British Columbia, to conduct professional customer surveys with customers who used a contact channel. SQM is recognized as a leading contact channel research firm VoC expert for analyzing FCR, Csat, and customer experience performance. Our research analyst professionals have strong mathematical academic backgrounds. They also understand contact channels and stay current with the best practices for capturing, analyzing and reporting VoC data and feedback. Specifically, SQM research analysts use VoC metrics such as FCR, Csat and the Customer Protection – CP SCORE™ to truly understand how your contact channel impacts the customer service experience, operating costs and the ability of your contact channel to retain customers.

Quality Assurance Outsourcing Service. SQM offers a quality assurance outsourcing service to help organizations in providing a world class first call resolution and customer satisfaction performance. SQM’s contact center expertise with quality assurance solutions drives world class customer service results. By leveraging SQM’s extensive contact center industry QA experience and leading edge technology, your organization will be investing in providing your customer’s world class service through SQM’s quality assurance outsourcing service.

SQM Group is an Accredited Business Member of the Better Business Bureau with an A+ rating. This means that SQM group meets BBB accreditation standards, which focus on the commitment to make a good faith effort to resolve any consumer complaints.