SQM Group Inc
Customer Service, Customer, Business Process
Customer Quality Assurance:
SQM’s Customer Quality Assurance evaluation service is a revolutionary process that for the same call uses both customer satisfaction survey information and call compliance data evaluation information to assess call quality
Customer Protection (CP) Score:
The Customer Protection – CP SCORE™ study is an in-depth assessment of your contact center’s performance for retaining customers. This study provides detailed feedback and analysis for why your customers are defecting, as well as what it would take for your customers to continue to do business with your organization. The study also includes valuable information such as CP SCORE™, potential revenue loss, products or services that customers will stop using, organizations that customers will be switching to and why they plan to switch.
Call Quality Monitoring Impact Study:
This study assesses the impact your call quality monitoring program has on your customer satisfaction and first call resolution performance!
Call Escalation Study:
This study assesses the impact your contact center call escalation practices have on your cost and first call resolution, customer satisfaction and retention performance.
Customer Claim Experience:
From a customer perspective, this study benchmarks your Customer Claim (End-to-End) Experience performance against leading North American insurance organizations, from the contact center to the claim settlement customer experience.
, Business Process
, Call Center
, Customer Service