site contact channel

From a customer perspective, SQM measures and tracks your site (e.g., branch, retail store, dispatching, service work) contact channel’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-contact survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools

SQM uses the Voice of the Customer (VoC) for helping organizations deliver sustained World Class First Contact Resolution (FCR) site contact channel performance. Over 70% of our tracking clients improve their FCR and operating costs year over year by gathering customer feedback on a continuous basis. We work closely with our clients to improve their site (e.g., branch, retail store, dispatching or service work) contact channel FCR which is the fundamental driver of World Class Customer Satisfaction (Csat). We believe in the value of outstanding FCR performance and understand its impact on reducing operating costs and protecting customer revenue for the entire organization.

Of all metrics, FCR is the most highly correlated metric to Csat. In other words, high FCR results in high Csat and conversely low FCR, results in low Csat. In addition, the FCR metric provides great insights into why the site contact channel was not able to resolve the customer’s inquiry on their first visit. It is SQM’s experience that the FCR metric is by far the most important metric for determining what to work on for improving the customer’s experience in resolving their inquiry when using your organization’s site contact channel.

For our tracking clients, SQM uses VoC metrics such as FCR, Csat and Customer Protection – CP SCORE™ to truly understand how your site contact channel impacts the customer service experience, operating costs and the ability of the site contact channel to retain customers. It is SQM’s belief that the main purpose of the site contact channel is to resolve customers’ inquiries on their first visit, which reduces transaction handling costs and assists in retaining customers.

Why you should participate in an FCR Tracking Study

Do you know…

  • your FCR rate or how satisfied your customers when they used your site contact channel?
  • your FCR rate or how satisfied your customers are on a hourly, weekly, monthly, or quarterly basis?
  • the reasons why your customers were not able to resolve their inquiry on their first visit?
  • the targeted areas for improving your FCR, Csat and Customer Protection – CP Score™ rates?
  • which customers are dissatisfied and need service recovery?
  • how your FCR performance is positively or negatively impacting your organization’s ability to retain customers?


If you don’t have quality answers to these questions, let the experts at SQM Group assist you in tracking FCR and Csat performance for your site contact channel.

site contact channel

Post-Site Contact Channel Survey Method Options and Costs

Any of the below 4 post-site contact channel survey methods can be used for measuring and tracking the site contact channel customer experience. The phone and IVR survey methods are the most popular methods used by our clients for measuring and tracking the site contact channel customer experience.

Phone Survey
Using SQM’s telephone survey representatives, customers are surveyed within 60 minutes to 1 day from the time they had a transaction using your site contact channel. The phone survey is typically between 3 and 5 minutes in length and uses between 10 to 20 rating and open-ended questions. The open-ended questions provide detailed customer feedback comments and is the best post-site contact channel survey method for capturing customer feedback comments. Phone survey quotas can be completed from the individual CSR level to the senior manager level and can be conducted on an hourly, daily or weekly basis. Also, SQM captures customer feedback digitally and can data mine that feedback.

  • $8.00 to $10.00 per phone survey

IVR Survey
Using SQM’s outbound IVR technology, customers are surveyed within 1 day from the time they had a transaction using your site contact channel. The IVR survey is typically between 1 and 4 minutes in length and uses between 3 to 10 rating and open-ended questions. This survey method is a very effective and efficient method for conducting a high volume of surveys. The IVR survey quotas can be completed from the individual CSR level to the senior manager level and can be conducted on an hourly, daily or weekly basis. The IVR survey method is timely, accurate and cost effective. Also, SQM can capture customer feedback digitally, convert the digital feedback to text and data mine that feedback. Note: transcription costs will be charged for converting .wav recordings of verbatim comments to text with coding.

  • $1.00 to $2.00 per IVR survey

Online Survey
Customers are typically surveyed within 60 minutes to 1 day from the time they had a transaction using your site contact channel. SQM’s email technology invites your customers to complete an online survey. The survey is typically between 3 and 5 minutes in length using between 5 to 15 rating and open-ended questions. Customers are sent a friendly reminder to complete the online survey. Online surveys survey quotas can be completed from the individual CSR level to the senior manager level and can be conducted on an hourly, daily or weekly basis. The online survey method is timely, accurate and cost effective.

  • $1.00 to $2.00 per online survey

SMS Mobile Survey
Using SQM’s new SMS text or web browser mobile phone technology, customers are surveyed within 60 minutes to 1 day from the time they had a transaction using your site contact channel. A customer using a mobile phone can complete a survey using our SMS or web browser survey methods. The mobile survey is typically between 1 and 4 minutes in length and uses between 3 to 10 rating and open-ended questions. The mobile survey is ideal for customers that are on the go. Customers will not be charged for a request to complete a SMS mobile survey or for actually completing a SMS mobile survey. The SMS mobile survey quotas can be completed from the individual CSR level to the senior manager level and can be conducted on an hourly, daily or weekly basis. The SMS mobile survey method is timely, accurate and cost effective. The mobile survey captures customer feedback and can be data mined.

Reporting

mySQM™ Web Portal Reporting
SQM’s mySQM™ reporting tool is designed to allow our clients real time access to their customer survey information from the convenience of their desktop in a secure encrypted manner. SQM’s mySQM™ reporting tool provides detailed information on customer survey feedback in a variety of ways. For example, a dashboard report is available for key metrics such as FCR, contact resolution, Csat and CP SCORE™. Raw data extraction is available in a useable excel format or flat text file. Action alerts and customer defection survey notifications are provided in near real time. We digitally record all customer feedback and convert to text. This allows clients to use our mySQM™ reporting tool text analytic feature to data mine customer feedback comments for key words or trends. Other features of our online reporting tool are powerful reporting capabilities that can be used for determining repeat contact reasons and the financial impact of not resolving those contacts on the first visit. SQM’s mySQM™ reporting tool is under continual development to ensure that it meets the needs of our clients and that it is the best site contact channel service quality reporting tool available.

mySQM™ Mobile Reporting
SQM’s mySQM™ mobile reporting tool is designed to allow our clients real time access to their customer survey information from the convenience of their mobile phone in a secure encrypted manner. SQM’s mySQM™ mobile reporting tool provides high level information on customer survey feedback in a variety of ways. For example, an analyst can view their dashboard report that shows key metrics such as FCR, contact resolution, Csat and CP SCORE™. Action alert and customer defection survey notifications are provided in near real time. We digitally record all customer feedback which can be listened to on your mobile phone.

Specifically, SQM’s FCR web portal and mobile tools will provide the following:

  • Tracking and trending FCR, contact resolution, Csat and CP SCORE™ performance hourly, daily, weekly, monthly, quarterly and annually
  • Tracking and trending FCR, contact resolution, Csat and CP SCORE™ performance from the CSR to the senior manager level of the site contact channel
  • Amount of revenue the site contact channel protected and lost
  • Unresolved contacts impact on operating costs
  • Top 5 repeat contact reasons and their improvement opportunities for financial
  • Targeted opportunities for reducing repeat contacts for resolving inquiries the first time
  • Entry into SQM’s Service Quality Excellence Awards Program

What’s Next

  1. Call SQM Group at (800) 446-2095 to talk about your objectives for the project.
  2. We will walk you through a sample report which will show you clearly what you can expect from our FCR Tracking Study.