By: SQM Group Inc  01/06/2016
Keywords: Business Development, Business Process, Process Improvement

FCR Best Practice Validation: SQM will validate if your contact center practice(s) is a best practice. SQM’s best practices are based on our award winning contact center best practice standards. A best practice must have a positive impact on FCR, Csat, cost and Esat performance. FCR Improvement Plan: One of the most important services SQM offers is to help our contact center clients develop and implement a plan for improving their FCR performance. VoC Performance Mgmt Plan: Implementing a voice of customer (VoC) Performance Management System has been the quickest and most successful practice for improving first call resolution (FCR) and customer satisfaction. Repeat Call Reduction (IDCA): SQM’s Repeat Call Reduction IDCA Improvement Cycle process helps contact center managers reduce customer repeat calls. Reducing repeat calls is one of the best practices and opportunities for lowering operating cost, providing higher first call resolution, customer satisfaction and retention.

Keywords: Business Consultant, Business Development, Business Process, Process Improvement

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