Call Center Customer Experience Studies
The contact center industry views SQM as being the thought leader and the gold standard for measuring, benchmarking, and improving contact center customer experience and first contact resolution. We conduct voice of the customer research for all major contact channels (e.g., call center, IVR/IVA self-service, email, web self-service, chat, and mobile self-service). A random sample of post-contact customer experience surveys is conducted with customers who have had a transaction with your contact channel within 1 business day of their interaction. SQM’s post-contact customer experience survey has a proven track record for measuring the attributes that accurately assess and benchmark your CX Greatness, OCR, FCR, Csat, NPS®, and Persona Communication Styles performance. One of the key strengths of our survey process is that we use open-ended customer feedback and a proprietary repeat contact tagging system to identify opportunities for reducing repeat calls or contacts.
Benchmark First Call Resolution and Customer Satisfaction Study
A one-time study that takes 2-3 weeks to complete. SQM uses conversational IVR, email, and live phone agent post-call survey methods that take approximately 5 minutes to complete. SQM benchmarks your call centers’ customer service delivery against the performance of over 500 leading North American call centers.
We use a standardized approach for measuring First Call Resolution and Customer Satisfaction with all benchmarking participants. Our standardized measurement practices are considered the gold standard for benchmarking FCR and Csat consistently and accurately.
Benchmarking Report
This FCR benchmarking study provides a 50-page benchmarking report that will be delivered to you and your management team via onsite visit or video conference consultation with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS®, NRI, emotional experience, operational performance, and opportunities for reducing repeat contacts. SQM will review your contact channel operations, conduct focus groups, and provide targeted and individualized recommendations to improve your contact channel performance.
Track First Call Resolution and Customer Satisfaction Study
Ongoing tracking study that is based on conducting post-call surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options (e.g., phone, IVR/IVA, and email). Customer feedback notification is sent to you in real-time through mySQM™ Customer Service QA software and can be accessed through a mobile device, tablet, or desktop device. SQM’s tracking study also qualifies your agents and Supervisors to become eligible to be certified as world-class customer experience providers.
Tracking Report
This FCR tracking study provides a formal quarterly report that will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, operational performance, and opportunities for reducing repeat contacts. Real-time access to your customer survey information is available to all staff levels in a secure encrypted manner through mySQM™ Customer Service QA software.
Post-Call Survey Method
Call center benchmark and track results are captured using a standardized approach for post-call surveying using SQM’s conversational IVR, email, and live phone agent post-call survey methods.
Post-Call Survey Methods Overview:
1. Conversational IVR (Interactive Voice Response):
This method leverages conversational IVR to engage customers in a natural dialogue during outbound calls. It invites participants to complete a survey using conversational IVR and seamlessly connects customers to live phone agents for conducting post-call customer satisfaction surveys.
2. Phone Surveys:
This traditional method involves outbound calls made by telephone agents, who invite customers and administer the post-call customer satisfaction survey directly over the phone. This approach provides high-quality customer feedback.
3. Email Surveys:
The email method sends survey invitations to respondents, enabling them to complete the survey online. This approach is widely used for post-call customer satisfaction surveys due to its convenience and accessibility.
4. Interactive Voice Response (IVR):
The IVR technology method uses automated telephone systems, allowing customers to interact with the survey through voice commands or keypad inputs. This approach efficiently facilitates post-call customer satisfaction surveys.
How to Improve First Call Resolution and Customer Service?
To help contact centers improve FCR and customer service, we use a VoC closed-loop (e.g., identify, develop, check and act) improvement cycle that focuses on improving a contact center's people, processes, and technology practices. The VoC closed-loop IDCA process is based on SQM's proprietary call tagging system to identify the reasons why customers had to make repeat calls to resolve their issues. Calls are tagged based on post-call customer survey non-FCR feedback. Furthermore, agent feedback and contact center operational review is also used to supplement the post-call survey FCR findings.
The VoC closed-loop IDCA improvement cycle process team is comprised of SQM consultants and key call center personnel (e.g., agents, QA evaluators, and managers). The VoC closed-loop IDCA improvement cycle for improving FCR and customer service performance consists of:
- 1. Identify repeat call reasons to improve and analyze
- 2. Develop a solution and implement a test pilot to improve specific unresolved call-type performance
- 3. Check to see whether or not the test pilot was successful
- 4. Act to implement a standardized improvement plan to roll out to the entire call center to improve repeat call reason performance
VoC Closed-Loop IDCA Improvement Cycle
SQM's Call Center Customer Experience Study will provide the following:
All tracking study data is captured, analyzed, and reported using mySQM™ Customer Service QA software.
Request a mySQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.