Contact Center Certification

Overview

SQM’s Contact Center Certification Program is designed to determine if contact centers, supervisors and customer service representatives (CSRs) are performing at the world class customer service and FCR certified performance levels. Our 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.

Our certification program assists contact centers in their efforts to improve customer satisfaction, reduce operational costs and improve First Call Resolution.

For contact centers that achieve FCR certification, SQM provides them with a trophy award and a certificate certifying that they achieved this high level of customer service distinction. In addition, these contact centers are identified on SQM’s FCR certification website registry.

For supervisors and CSRs who achieved world class certification, SQM provides them with a certificate certifying that they achieved world class customer service distinction. Medallions are available for purchase upon request.

Certified CSRs are eligible to be nominated as one of the Top 25 finalists for the CSR of the Year award. Certified supervisors are eligible to be nominated as one of the Top 6 finalists for the Supervisor of the Year award. In addition, CSR and supervisor finalists are identified on SQM’s contact center industry award winner’s website registry.

How it Works

SQM’s Certification Program focuses on your customers’ experiences using your contact center.

SQM conducts customer satisfaction phone, IVR or web based surveys within 10 minutes to 24 hours of the customer’s most recent call. Surveys are conducted based on a random sample of customer calls.

  • For CSRs a minimum sample size of 25 attributed customer surveys is required.
  • For supervisors, a minimum sample size of 200 attributed customer surveys is required.
  • For each contact center site, a minimum sample size of 800 customer surveys is required. Each contact center site is certified separately.

CSRs and Supervisors who meet the below certification criteria over a minimum of 3 consecutive months will be certified by SQM as a world class customer service performer:

  • Based on 85% of customers being overall very satisfied (top box response) with the CSR who handled their call and their call was resolved.

Contact centers that meet the below certification criteria over a minimum of 3 consecutive months will receive FCR certification from SQM:

  • Based on 80% of customers getting their call resolved on the first call.

Surveying must have been conducted for the Award year from January 1, 2016 to December 31, 2016. In the case of individuals who have been working for less than the full year, a minimum of 3 consecutive months in duration is required.

Certification status is valid for 1 year from the time certification is achieved. Contact centers, supervisors and CSRs that have been certified must maintain the minimum performance of the certification criteria in order to keep their certification distinction.

The results of customer surveys are accessible in real-time through SQM’s mySQM™ Reporting tool. This reporting system gives you the ability to report, analyze and sort data, as well as mine customer feedback using SQM’s text analyzer technology.

You can access the mySQM™ Reporting tool and run real-time reports for performance reviews and coaching. Your staff will be given full training and ongoing support in the use of SQM’s secure online reporting technology.

In addition, SQM can provide your contact center with benchmark comparisons and quarterly in-depth reporting.

Features & Benefits

It’s frugal – SQM’s customer survey conducted by phone by an SQM Telephone Survey Representative is only $10.00 per survey or $2.00 per survey for an outbound IVR survey.

It’s fair – SQM’s Certification Program is an independent third party approach, using your customer’s experiences to rate their call quality.

It’s fast – SQM’s customer survey results are posted directly to SQM’s secure website so that supervisors and CSRs can view the results within 10 minutes to 2 days of the call.

It’s focused – SQM’s customer surveys provide contact centers, supervisors and CSRs with specific, targeted opportunities for improving their customers’ service experience.

It’s full – SQM’s customer surveys give you ratings, digitally recorded customer feedback and text analytics to help improve customer service and first call resolution performance.

It’s fulfilling – Certified supervisors and CSRs are acknowledged for achieving world class customer service performance and the recipients achieving this certification consider it to be the best recognition program in the contact center industry.

It’s financial – Certification will help retain and attract customers and reduce contact center operational costs.

SQM’s Certification Program for contact centers, supervisors and CSRs is based on your customers’ judgment of their experiences using your contact center to handle their calls. Having your customer’s judge your contact centers, supervisors and CSRs as world class and FCR certified customer service providers is the most credible and rewarding certification program in the contact center industry!

What’s Next

  1. Call SQM Group at (800) 446-2095 to talk about your objectives with SQM’s Certification Program.
  2. SQM will schedule a time to walk you through an online presentation which will clearly show you what you can expect from SQM’s Certification Program.