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SQM is considered the best source for call center blogs on FCR, customer service and employee experience research, as well as proven best practices.

VERNON, BRITISH COLUMBIA, CANADA, August 5, 2022 / — 1. RCF Complete guide

The primary goal of most call centers is to provide excellent customer service at the lowest cost. This First Call Resolution (FCR) blog is a comprehensive guide to defining, measuring, tracking, comparing, and improving FCR to deliver great call center customer service at the lowest cost.

2. CSAT Complete guide

Determining customer service can be difficult without measuring Csat. After all, letting the customer judge their customer service is the most accurate way to rate Csat. It seems simple to let the customer judge the service he has experienced and to use the feedback to improve; However, it is difficult for many call center managers to let the customer be the judge. This Csat call center guide blog will answer five questions about customer satisfaction.

3. Agent VoC performance management is the number one best practice for improving FCR and CX

This blog shares SQM research showing that call centers implementing an agent performance management (VoC) system improved their FCR and Csat performance by up to 10%. What’s more, this FCR improvement can happen in 30 days or less, even in large call centers. Additionally, for the average call center that SQM benchmarks, a 1% improvement in FCR equates to $286,000 in annual operational savings.

4. Is the call center telecommuting model here to stay after COVID-19?

This blog focuses on the WFH call center model, which is a business interruption with many benefits and difficult factors to consider. Factors may differ by industry, line of business, culture, geography, technology, security risk, and telecommunications infrastructure. For example, if telecommunications bandwidth is low for many agents, it will negatively impact their productivity and operating costs.

5. Top 10 Csat Skills Agents Must Have

This blog is based on SQM Group’s completion of over 10 million customer surveys that have used a customer service inbound call center. As a result, we’ve determined the top 10 customer satisfaction skills agents need to possess to deliver great CX.

SQM Group research shows that 93% of customers using a call center expect to resolve the reason for their call on the first interaction. However, each time a customer calls back to resolve a call that was not resolved on the first interaction, 40% of them felt that the agent could have done more to help them resolve the reason for the call. their call. Most alarmingly, the Csat upper case response drops by 15% for every call a customer must make to resolve the same call that was not resolved on the first interaction.

6. What makes AQC more effective than traditional QA in improving FCR and Csat?

This blog shares information on what makes Customer Quality Assurance (CQA) more effective than traditional QA in improving FCR and Csat. With traditional QA, a QA supervisor or evaluator listens to calls and evaluates the customer’s experience. However, regardless of the metrics used or who performs the QA assessment, what remains clear is that a call center employee is judging the customer’s experience in resolving a request or problem, not the customer.

The most effective CQA program for the call center is a two-part process that combines external post-call investigations with internal call compliance data.

7. The power to use standard operating procedures to deliver excellent customer service

This blog shares insight into the power of using standard operating procedures (SOPs) to provide excellent customer service. SOPs aim to achieve efficiency, quality of results, and consistency of performance while reducing miscommunications and non-compliance with industry regulations. Many call centers use SOPs to help them provide FCR and provide excellent customer service.

In SQM’s experience, most call centers have a long history of using SOP practices to varying degrees. However, call centers operating at high FCR and Csat levels tend to be efficient in SOP call handling practices for all of their major call types and lines of business. Additionally, SQM has many customers who have improved their FCR and Csat performance by enhancing their existing SOP practices.

8. Top 10 call center metrics and KPIs to measure performance

Most call centers aim to achieve the highest possible quality at the lowest possible cost. Therefore, many would argue that quality and cost are the most important metrics for any call center. This blog shares the top 10 call center metrics. It depicts five customer service KPIs and five financial KPIs that managers can use to measure performance and present them to organizational leaders to demonstrate the value of the call center.

9. Top 6 Call Management Best Practices to Improve Call Center Customer Experience

FCR performance drives customer service and cost performance. For example, research from SQM Group shows that “for every 1% improvement in FCR, there is a 1% improvement in Csat” and you reduce operating costs by 1%. Additionally, one of the fastest ways to improve FCR is to improve agent call-handling practices.

This blog shares the top six call-handling business practices, such as intelligent skills-based routing, first-call resolution, how calls are handled, concierge service, complaints handling, and handling styles. communication between agents and customers.

10. Using CX Journey Mapping to Improve Any Csat Touchpoint

The essence of customer experience journey mapping is to put yourself in the customer’s shoes as they interact with an organization using one or more touchpoints. As such, this CX Journey Mapping blog focuses on the entire end-to-end journey for using an organization’s products and/or services from the customer’s perspective.

A holistic view of CX is the primary benefit of CX journey mapping, as it focuses on the entire customer journey when using an organization’s products and/or services. Focusing on the entire customer journey rather than the touchpoint or individual interaction provides a holistic view of CX that can be very helpful in understanding and improving the customer experience. The information on the CX journey map forms the basis for developing an action plan.

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