What is the Service Quality Measurement Program?
The Service Quality Measurement (SQM) program is an objective third party evaluation of the quality of service being provided by a call center. Randomly sampled customer interactions are evaluated according to detailed criteria developed over 30 years specifically for the financial services sector. These criteria look at both the intangible aspects and transactional requirements of the customer service experience.
Program participants are provided with industry/audience specific benchmarks as well as the tools to prioritize and improve service delivery. Those firms attaining a high rating over the course of a year receive public recognition in the […] Read more