SQM

Performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; evaluating the comparative performance of call and contact centers and operating an awards program recognizing excellence in selected areas of call and contact center service and performance; call and contact center quality benchmarking studies for the measurement of service quality performance and providing analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; call monitoring calibration studies to link call monitoring ratings to customer satisfaction survey ratings and providing reports on the study results with outcomes, data analysis and recommendations; conducting surveys among the customers and employees of call and contact centers to assess customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to determine the rate at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; call and contact center customer and employee tracking studies for measuring customer and employee satisfaction levels over predetermined amounts of time and providing reports based on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; and benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof

Conducting seminars and workshops directed to the management and operation of call and contact centers

Testing, analysis and evaluation of the call and contact services of others for the purpose of certification of those that have achieved predetermined performance and customer satisfaction benchmarks