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

407 ETR - Quality Assurance Best Practice

407 ETR, the world’s first all‑electronic toll road serving roughly 380,000 trips per workday, partnered with SQM Group to elevate its Customer Service department to World‑Class Call Centre status. Faced with the need to improve customer satisfaction (Csat), increase First Call Resolution (FCR), implement independent quality evaluation, and reduce operating expenses, 407 ETR adopted SQM’s Call Quality Assurance (CQA) program and mySQM™ FCR Insights benchmarking, training and workshop services.

SQM Group implemented an external CQA program that includes daily customer surveys, evaluator reviews of call recordings and screen captures, a new weighted CQA evaluation form (60% customer survey / 40% compliance), agent access to immediate feedback, training, and ongoing calibration. Within six months 407 ETR’s call resolution rose from 93% to 95%, FCR improved from 82% to 85%, 84% of CQA evaluations met or exceeded expectations, top‑quartile agents improved by 7 points, and the program delivered per‑CQA cost savings — reinforcing SQM Group’s role in 407 ETR’s sustained world‑class FCR certification.

407 ETR