SQM Group
| Founder | Mike Desmarais |
|---|---|
| Type | Private |
| Headquarters | Coeur d'Alene, ID, and Vernon, BC |
| Products | First Call Resolution Management Software |
Key people | Mike Desmarais, MBA – CEO, Lara Pow, DBA – CFO, Nader Ghattas, MBA – CXO, Sarah Moffat, Ph.D. – CRO |
| Website | sqmgroup.com |
SQM Group[edit]
Service Quality Measurement (SQM) Group is a North American first call resolution (FCR) customer service management software company based in Coeur d'Alene, Idaho, and Vernon, British Columbia. SQM Group's mySQM™ FCR Insights software is a SaaS-based subscription platform explicitly built for call centers.[1][2][3][4][5]
Overview[edit]
SQM is a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR performance. At the heart of their services is SQM™ FCR Insights software, FCR research, best practices consulting, and awarding for FCR performance.[6] SQM helps call centers to improve FCR, deliver a great customer experience, reduce operating costs, and improve NPS.[7] mySQM™ FCR Insights software is a SaaS-based subscription platform explicitly built for call centers. SQM's Personalized Intelligence™ software features assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience.[2][8]
History[edit]
SQM Group was founded in 1996 by Mike Desmarais.[9] SQM's revenue has grown at a 12% compound annual growth rate over the last five years. SQM has 175 employees with approximately equal amounts of employees working in the Coeur d'Alene, Idaho, and Vernon, British Columbia locations.[1] SQM's FCR customer service management software has been in development for four years and has had an R&D budget that is 20% of the company's revenue compared to a traditional professional services firm R&D budget of 6% of revenue.[10] According to SQM, 70% of their clients' are American companies, and they have 95% client retention rate. SQM's clients are some of the largest and most successful companies in North America.[11]
Products[edit]
Software[edit]
mySQM™ FCR Insights software is specifically designed to capture, analyze, report customer survey, and internal data. Their software helps call centers reduce operating costs, improve customer satisfaction, and the Net Promotor Score®.[2][12][13][14]
Research[edit]
SQM conducts post-call surveys and offers customer service studies designed to measure, benchmark and track the FCR rate and best practices to provide insights for improving FCR. SQM captures and reports out FCR rate and best practices through books, case studies, whitepapers, and blogs.[15][16][17][18][19][20][21][22][23]
Awarding[edit]
SQM’s call center industry awards recognize top-performing call centers, leaders, supervisors, and agents for First Call Resolution, customer experience, and best practices.[24][25][26][27][28]
References[edit]
- ↑ 1.0 1.1 "About SQM Group - Call Center Solutions". SQM Group. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ 2.0 2.1 2.2 "Scotiabank's Technical Support Centre for Business Banking Customers Certified World Class". Benzinga. Retrieved 2021-05-05.
- ↑ "Genworth Financial : U.S. Life Insurance Customer Service Center Named "Contact Center of the Year" by SQM". MarketScreener. Retrieved 2021-04-30. Unknown parameter
|url-status=ignored (help) - ↑ "Finalists announced for first ever Grant Thornton Thompson Okanagan BE Awards". Business Examiner. 2018-05-15. Retrieved 2021-05-17.
- ↑ "SQM celebrates Best in Commercial Construction Award". Vernon Morning Star. 2017-10-22. Retrieved 2021-05-17. Unknown parameter
|url-status=ignored (help) - ↑ "5 things CRM can do to improve Customer Experience". Mynewsfit. Retrieved 2021-04-30. Unknown parameter
|url-status=ignored (help) - ↑ "SQM's 2015 Best Practice Awards". PRWeb. Retrieved 2021-05-05.
- ↑ Warren, Michelle (2010-05-27). "Simply Irresistible". Canadian Business. Retrieved 2021-05-17. Unknown parameter
|url-status=ignored (help) - ↑ "Service Quality Measurement Group Inc". Better Business Bureau. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ Kark, K, Shaikh, A., Brown, C. (2017-11-28). "Technology budgets: From value preservation to value creation". Deloitte. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help)CS1 maint: Multiple names: authors list (link) - ↑ "SQM makes investment in Vernon". Vernon Morning Star. 2017-04-16. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "mySQM FCR insights software". SQM Group. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "SQM Group Inc". LinkedIn. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ Mann, Hoyt. "Do You Have a World Class Call Center? SQM Group Can Tell You". www.phaseware.com. Retrieved 2021-05-17.
- ↑ "SQM Group". ContactCenterWorld.com. Retrieved 2021-05-05.
- ↑ Limani, Keti (2019-05-28). "The benefits of improving First Contact Resolution rates". Surveypal. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ Swain, Gabriel (2018-05-29). "Is your remote help desk software doing the trick?". Agile CRM Blog. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ Bernier, Paula (2017-10-17). "Why FCR is Key & How to Achieve It". Call Center Management. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "8 Important People to Connect with During a Major IT Incident". IT Business Edge. Retrieved 2021-05-05. Unknown parameter
|url-status=ignored (help) - ↑ Ward, Chris (2016-12-12). "Customer experience in 2016: Why brands got back to basics". MyCustomer. Retrieved 2021-05-05.
- ↑ Steele, Isabella (2017-11-15). "How to Optimize Your First Contact Resolution Rate". Comm100. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ Mills, Fancy (2018-12-19). "What Works in Professional Development: The ROI of Training, Part 3". Think HDI. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "Increase efficiency, drive down cost, and improve customer satisfaction all at the same time". Zendesk. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "Jackson Once Again Named "Call Center of the Year" by SQM". Businesswire. Retrieved 2021-05-05. Unknown parameter
|url-status=ignored (help) - ↑ "VSP Global call centers awarded top honors in world-class customer service". VSP Global. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "Genworth's U.S. Life Insurance Customer Service Center Named "Contact Center of the Year" by SQM". Genworth Financial, Inc. Newsroom. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help) - ↑ "SQM's 2015 Best Practice Awards". PRWeb. Retrieved 2021-05-06.
- ↑ "Blue Cross and Blue Shield of Kansas Receives Voice of the Customer Excellence Award from SQM". Blue Cross and Blue Shield of Kansas. Retrieved 2021-04-29. Unknown parameter
|url-status=ignored (help)
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