Tracking

By: SQM Group Inc  05-01-2016
Keywords: Business Consultant, business process, Call centre

Omni Channel: From a customer’s perspective, this study measures and tracks the entire customer experience when using a call center and, in many cases, another contact channel to resolve the same inquiry or problem, against leading North American organizations. Contact Channels: The contact channels tracking study provides a continual stream of customer survey feedback on the performance of each contact channel and helps you gain a better understanding of how each contact channel is performing individually, in comparison to one another and against the contact center industry average. Call Center: From a customer perspective, SQM measures and tracks your call center’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-call survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools. Website: From a customer perspective, SQM measures and tracks your website contact channel’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-contact survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools. IVR: From a customer perspective, SQM measures and tracks your IVR contact channel’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-call survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools. Email: From a customer perspective, SQM measures and tracks your email contact channel’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-contact survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools. Site: From a customer perspective, SQM measures and tracks your site (e.g., branch, retail store, dispatching, service work) contact channel’s FCR, Csat and Customer Protection – CP SCORE™ performance, with your choice of 4 different post-contact survey methods (i.e., phone, IVR, email or SMS) using our online or mobile phone mySQM™ reporting tools.

Keywords: Business Consultant, business process, Business Process Outsourcing, Call Center Management, call center outsourcing, Call centre

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