Since 1996, Service Quality Measurement (SQM) Group has been a call center industry leader for improving our clients operating cost, customer service and retention. We have done this by being operationally excellent at benchmarking, tracking, improving, awarding and certifying our clients FCR, Esat and Csat performance. Over 70% of our tracking clients improve their FCR and operating cost year over year. For those clients that have improved they have experienced on average a 5% FCR improvement. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings. Some clients have improved their FCR performance by as much as 12% within 30 days of implementing SQM s FCR best practices. Our research also shows that when you improve your FCR, not only do you achieve operational savings, you also reduce customers at risk which is typically a 5-10 times greater savings opportunity than the operational FCR improvement savings. In the last 5 years, SQM has a revenue growth of over 400%, a sky-high client retention rate of 95% and has been recognized by Profit 100 magazine as one of the fastest growing companies in Canada. Profit 100 magazine published a case study on how SQM was able to achieve over 400% revenue growth and a 95% client retention rate. Please see SQM s press release regarding the PROFIT 100 recognition and our client s feedback about the recognition. SQM benchmarks over 450 leading international call centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys (over 450,000 live surveys and over 550,000 IVR surveys) with customers who have used a call center, email, website or IVR contact channel service. SQM also conducts over 25,000 surveys yearly with employees who work in call centers. Our customer and employee 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 awards excellence in service quality for the call center industry. Our awards are based on customers who have used a call center and employees who work in a call center and are considered to be the fairest and most prestigious call center awards in the call center industry. We have recognized top performing call centers for Csat and Esat since 1998. SQM evaluates over 450 leading international call centers each year such as Marriott, Sears, Canadian Tire, US Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard, Blue Cross, etc. Our post-call surveying methodology continues to be leading edge. SQM conducts live surveys through our own dedicated workforce or use our in-house IVR, web and email survey technology. All post-call survey methods can be integrated into one common database. We can also survey within 5 minutes of the customer s call without having to rely on a transfer into our technology.
Service Quality Measurement is Vernon-based company (British Columbia, Canada) with a phone number 8004472412. Our data show that the company is located at the address: 303-2201 23 St. The company has a web site: www.sqmgroup.com.
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