By: SQM Group Inc  05-01-2016
Keywords: Customer Service, Call Center, Outsourcing

SQM offers a quality assurance outsourcing service that can help organizations provide world class customer service and/or improve first call resolution performance. By leveraging SQM’s extensive contact center industry experience and leading edge technology, your organization will be investing in providing your customer’s world class service and/or significantly improving your first call resolution performance. SQM is considered the thought leader for the contact center industry on best practices for providing world class customer service and improving first call resolution. If you are currently outsourcing or considering outsourcing your quality assurance, SQM offers a proven track record for having over 70% of our clients improve their first call resolution performance on an annual basis. SQM has two state-of-the-art contact centers (Coeur d’Alene, Idaho and Vernon, British Columbia) that can quickly ramp-up scalability to meet your business needs. We have world class customer survey representative and QA evaluator satisfaction with less than 20% annual turnover. SQM offers a quality assurance outsourcing service that provides high value without sacrificing quality because we are dedicated towards providing world class customer service and improving first call resolution. Our Customer Quality Assurance (CQA) program combines call compliance data judged by a QA evaluator and the customer’s opinion of the service they received from the contact center, which is gathered through a post-call survey. This has been the contact center industry’s most effective QA program for improving FCR and reducing QA evaluation cost. We do this by having the best people, process and technology practices available.

Keywords: Business Outsouring, Call Center, call center outsourcing, Customer Service, Outsourcing,

Other products and services from SQM Group Inc


Operational Survey

SQM Group is in the forefront of voice of the customer (VoC) research for measuring and improving customer experience and satisfaction in the contact center industry.



VoC Coaching Guide: This VoC Coaching Guide Program is specifically designed for contact center frontline managers so that they can



FCR Best Practice Validation: SQM will validate if your contact center practice(s) is a best practice. SQM’s best practices are


Employee Studies

Esat for FCR Effectiveness: From an employee perspective, this study benchmarks your contact center’s FCR business practices effectiveness, provides insights


Customer Studies

Customer Quality Assurance: SQM’s Customer Quality Assurance evaluation service is a revolutionary process that for the same call uses both



Omni Channel: From a customer’s perspective, this study measures and tracks the entire customer experience when using a call center



Omni-Channel: From a customer perspective, this study benchmarks the entire customer experience, when using a contact center and, in many


Research Capabilities-Account Management

SQM has highly qualified research analyst and account manager professionals who are passionate and dedicated to managing your contact center research project and initiatives.


Research Capabilities-Reporting

SQM’s mySQM™ web portal 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.


Research Capabilities-Analyzing

SQM measures all contact channels (i.e., contact center, website, email, IVR, site) with a focus on the customer`s FCR experience.


Research Capabilities-Surveying

SQM conducts accurate, reliable and actionable post-contact surveys.