SQM Group B2B Case Studies & Customer Successes

SQM Group is a North American customer experience software firm. SQM provides FCR and CX Insights Software to the call center industry which is powered by a Software as a Service (SaaS) platform. They are a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR. At the heart of their services is SQM™ FCR Insights software, FCR research, best practices consulting, and awarding for FCR performance. They help call centers to improve FCR, deliver a great customer experience, reduce operating costs, and improve the Net Promoter Score.

Case Studies

Showing 11 SQM Group Customer Success Stories

407 ETR achieves 95% world-class call resolution and 85% First Call Resolution with SQM Group's CQA program

407 ETR

Blue Cross Blue Shield of Massachusetts achieves 5 consecutive years of world-class First Call Resolution and the 1st FCR Measurement Best Practice Award with SQM Group

Blue Cross Blue Shield of Massachusetts

Blue Cross Blue Shield of Massachusetts achieves 15:1 agent-to-real-time-support ratio and 100% escalation-to-coaching feedback with SQM Group's Service Solutions Line

Blue Cross Blue Shield of Massachusetts

Canadian Tire Financial Services achieves world‑class First Call Resolution and 70% IVR customer fulfillment with SQM Group

Canadian Tire Financial Services

Canadian Tire Financial Services achieves world-class 80%+ First Call Resolution and low 8% agent attrition with SQM Group

Canadian Tire Financial Services

Regence Blue Cross and Blue Shield Plans achieves world-class call center performance (86% First Call Resolution, 90% Customer Satisfaction) with SQM Group

Regence

Scotia iTRADE achieves sustained FCR & customer satisfaction gains and 340% increase in World Class agents with SQM Group

Scotia iTRADE

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SQM Group B2B Case Studies & Customer Successes

Case Studies

407 ETR achieves 95% world-class call resolution and 85% First Call Resolution with SQM Group's CQA program

Blue Cross Blue Shield of Massachusetts achieves 5 consecutive years of world-class First Call Resolution and the 1st FCR Measurement Best Practice Award with SQM Group

Blue Cross Blue Shield of Massachusetts achieves 15:1 agent-to-real-time-support ratio and 100% escalation-to-coaching feedback with SQM Group's Service Solutions Line

Canadian Tire Financial Services achieves world‑class First Call Resolution and 70% IVR customer fulfillment with SQM Group

Canadian Tire Financial Services achieves world-class 80%+ First Call Resolution and low 8% agent attrition with SQM Group

Comcast consolidates 20 desktop applications into Einstein and boosts agent effectiveness with SQM Group

Mr. Cooper achieves 50% FCR improvement and world-class call center performance with SQM Group's coaching program

Premera Blue Cross achieves 8% average First Call Resolution improvement (70% of agents improved) with SQM Group

Regence achieves 87% employee satisfaction and world-class FCR with SQM Group

Regence Blue Cross and Blue Shield Plans achieves world-class call center performance (86% First Call Resolution, 90% Customer Satisfaction) with SQM Group

Scotia iTRADE achieves sustained FCR & customer satisfaction gains and 340% increase in World Class agents with SQM Group

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