Free 1 Hour Webinar: How to Become a World Class Call Center
Posted by Jody Pellerin on Sat, May 29, 2010 @ 02:18 PM
Here is an announcement from Ryan Bouwmeester of the SQM Group:
How to Become a World Class FCR Call Center
Free 1 Hour Webinar
Date: Friday, June 4, 2010
Time: 10:00AM- 11:00AM Pacific Daylight Time
Presenter: Sarah Kennedy, Senior VP of SQM Group
The purpose of this Webinar, How to Become a World Class FCR Call Center, is to help call center managers improve their FCR and Csat performance. During this free one hour webinar, Sarah Kennedy, Senior Vice President of SQM Group will share research and best practices for improving your call centers FCR performance.
SQM’s benchmarking of over 400 leading North American call centers in 2009 reveals that their FCR performance has been flat for the last 5 years. The average call center FCR performance is 68%, which means that 32% of customers have to call a call center back because their issue was not resolved on their first call.
SQM tracking clients conduct customer FCR/Csat surveys on a daily basis. For the average call center, a 5% increase in FCR represents an operational savings of $350,000 which is typically a 250% ROI - not a bad investment to make! If you are interested in improving your call center’s FCR and Csat performance you need to attend SQM’s free 1 hour webinar on How to Become a World Class FCR Call Center.
Webinar Discussion Topics
- Unresolved calls impact on operating cost
- Savings from the top 5 repeat call reasons
- FCR benchmarking data by industry and call types
- Call center industry customer satisfaction research
- Identifying the main and sub reasons for repeat calls
- Best practices for reducing the top 5 repeat call reasons
For more information, please visit http://www.sqmgroup.com/webinar
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