SQM Group Inc.

Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (VoC) data to measure and improve contact channel customer experience, operating costs and retention. Since 1996, SQM’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) performance. In fact, over 70% of our contact center tracking clients improves their FCR and operating costs year over year. For the average contact center SQM benchmarks, a 1% improvement in their FCR performance equals $256,000 in annual operational savings. In addition, we award contact centers that have demonstrated FCR excellence. SQM benchmarks over 500 leading international contact centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996. On an annual basis, SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee contact center survey database is one of the largest in North America. SQM does business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica. SQM provides consulting expertise to our contact center clients in order to assist them in developing and implementing best practice action plans for improving their FCR and customer experience performance. SQM also benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting benchmarking and tracking studies on these contact channels, organizations can get insights into customers’ experiences using these contact channels individually or using multiple contact channels, to get their inquiry resolved. For all the contact channel benchmarking and tracking studies.