quality assurance outsourcing, first contact resolution

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SQM offers a quality assurance outsourcing service that can help organizations provide world class customer service and/or improve first call resolution performance. By leveraging SQM’s extensive contact center industry experience and leading edge technology, your organization will be investing in providing your customer’s world class service and/or significantly improving your first call resolution performance.

SQM is considered the thought leader for the contact center industry on best practices for providing world class customer service and improving first call resolution. If you are currently outsourcing or considering outsourcing your quality assurance, SQM offers a proven track record for having over 70% of our clients improve their first call resolution performance on an annual basis.

SQM has two state-of-the-art contact centers (Coeur d’Alene, Idaho and Vernon, British Columbia) that can quickly ramp-up scalability to meet your business needs. We have world class customer survey representative and QA evaluator satisfaction with less than 20% annual turnover.

SQM offers a quality assurance outsourcing service that provides high value without sacrificing quality because we are dedicated towards providing world class customer service and improving first call resolution. Our Customer Quality Assurance (CQA) program combines call compliance data judged by a QA evaluator and the customer’s opinion of the service they received from the contact center, which is gathered through a post-call survey. This has been the contact center industry’s most effective QA program for improving FCR and reducing QA evaluation cost. We do this by having the best people, process and technology practices available.

SQM’s Quality Assurance Outsourcing Service Includes:

  • State-of-the-art US (Coeur d’Alene, Idaho) and Canadian (Vernon, BC) based contact centers
  • Use of the latest industry standard technologies such as SIP, VoIP, Microsoft Server software and leading edge virtualization software that allows us to create an agile and flexible contact center
  • 100% call recording capability
  • First call resolution and customer satisfaction feedback reporting
  • Highly trained customer survey representatives and evaluators with industry specific expertise
  • Quick ramp-up scalability to meet your business needs
  • Development of IT solutions with our in-house IT team
  • Standardized and customized customer quality assurance programs
  • Fully customizable scripting and reporting
  • Dedicated training and meeting room facilities

Top 5 Reasons to Choose SQM as Your Quality Assurance Call Outsourcer:

  1. A voice of the customer quality assurance program that has a proven track record for improving FCR
  2. State-of-the-art facilities in both US and Canada
  3. Quick ramp-up scalability to meet your QA needs
  4. Ability to deliver on people, process and technology QA best practices
  5. Reduce your QA evaluation program by 25% or more