About

Since 1996, Service Quality Measurement (SQM) Group has been a leading North American call center industry research firm Voice of the Customer (VoC) expert for improving organizations’ operating cost, customer satisfaction and experience. We have done this by being operationally excellent at benchmarking, tracking, consulting, awarding and certifying our clients’ FCR, Esat, Csat and customer retention performance. SQM uses the VoC and Voice of the Employee (VoE) for helping call centers improve and deliver sustained World Class FCR. Over 70% of our tracking clients improve their FCR and operating cost year over year.