Service Quality Measurement Group is a specialist firm for assisting organizations in using (VoC) da Raw data is also available in real time.
Service Quality Measurement (SQM) Group is a specialist firm for assisting organizations in using voice of the customer (VoC) data to measure and improve contact channel customer experience, operating costs and retention. Since 1996, SQM’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) performance. In
fact, over 70% of our contact center tracking clients improves their FCR and operating costs year over year. For the average contact center SQM benchmarks, a 1% improvement in their FCR performance equals $256,000 in annual operational savings. In addition, we award contact centers that have demonstrated FCR excellence. SQM benchmarks over 500 leading international contact centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996. On an annual basis, SQM also conducts over 25,000 surveys yearly with employees who work in contact centers. Our customer and employee contact center survey database is one of the largest in North America. SQM does business in 11 countries around the globe: Canada, United States, Argentina, Australia, Puerto Rico, India, Philippines, Costa Rica, Mexico, Dominican Republic and Jamaica. SQM provides consulting expertise to our contact center clients in order to assist them in developing and implementing best practice action plans for improving their FCR and customer experience performance. SQM also benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting benchmarking and tracking studies on these contact channels, organizations can get insights into customers’ experiences using these contact channels individually or using multiple contact channels, to get their inquiry resolved. For all the contact channel benchmarking and tracking studies, SQM focuses on the customer’s experience in achieving first contact resolution. SQM conducts over 1 million surveys (over 450,000 live surveys and over 550,000 IVR surveys) with customers who have used a contact center, email, website, IVR or site contact channel service. SQM’s Awards Program is the most prestigious and sought after North American contact channel FCR awards program. Our awards are based on customers who have used a contact channel and employees who work in a contact center. These awards are considered to be the fairest and most credible service quality awards for measuring the customer’s experience when using a contact channel because they are based on FCR performance. We have recognized top performing organizations for FCR, Csat and Esat since 1998. SQM evaluates leading North American organizations such as American Express, UPS, FedEx, Marriott, Sears, Canadian Tire, U.S. Bank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard and Blue Cross. SQM’s Certification Program is designed to determine if contact centers, supervisors and customer service representatives are performing at the world class call FCR and customer satisfaction performance level. Our FCR and customer satisfaction certification program is the most credible and rewarding certification program in the contact center industry because certification is based on your customers’ experience calling your contact center. Certification is based on surveying customers who have just recently called a contact center. SQM offers four different post-contact surveying methods (i.e., phone, IVR, online and SMS mobile). Our post-contact survey is based on proven survey questions that provide accurate results and clear insights on areas to improve. SQM conducts all phone surveys using our own dedicated workforce. All post-contact survey methods can be integrated into one common database. Our call list management system allows us to accurately deliver a survey quota at a customer representative level or any other survey quota level that is required. To ensure the quality of our survey data and feedback collection, SQM monitors 100% of our surveys. The accuracy of each survey method is individually tracked and must comply with our minimum error rate of less than 1%. Our reporting is available in real time via our secure mySQMTM web portal or through your mobile phone. Customer representatives and supervisors have direct and secure access to their reports and coaching logs. Your analysts have full access to over 60 FCR Csat pre-formatted reports which can be easily exported. Furthermore, your analysts can sort and search the data for ad hoc reporting. Our reporting capabilities also allow the integration of Csat survey and call quality assurance evaluation data. We have two state-of-the-art research contact centers located in Coeur D’Alene, Idaho and Vernon, British Columbia, to conduct professional customer surveys with customers who used a contact channel. SQM is recognized as a leading contact channel research firm VoC expert for analyzing FCR, Csat, and customer experience performance. Our research analyst professionals have strong mathematical academic backgrounds. They also understand contact channels and stay current with the best practices for capturing, analyzing and reporting VoC data and feedback. Specifically, SQM research analysts use VoC metrics such as FCR, Csat and the Customer Protection – CP SCORE™ to truly understand how your contact channel impacts the customer service experience, operating costs and the ability of your contact channel to retain customers. Quality Assurance Outsourcing Service. SQM offers a quality assurance outsourcing service to help organizations in providing a world class first call resolution and customer satisfaction performance. SQM’s contact center expertise with quality assurance solutions drives world class customer service results. By leveraging SQM’s extensive contact center industry QA experience and leading edge technology, your organization will be investing in providing your customer’s world class service through SQM’s quality assurance outsourcing service. SQM Group is an Accredited Business Member of the Better Business Bureau with an A+ rating. This means that SQM group meets BBB accreditation standards, which focus on the commitment to make a good faith effort to resolve any consumer complaints.
14/04/2026
This week, we focus on The “Second Question” Problem: Why Customers Don’t Ask What They Really Need
Customers don’t always leave an interaction because their issue is fully resolved—they leave because their initial question was answered. In this blog, we’ll explore why this happens—and how agents can take control of the conversation to uncover what customers actually need the first time.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
Read more here:
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mySQM™ customer service QA software is a single platform for call centers to deliver great CX and lower costs. mySQM™ empowers and engages agents with real-time CX feedback, quality assurance, coaching, and recognition to deliver great CX.
07/04/2026
This week, we focus on The Positive Language Challenge That Transforms Agent Performance
In this blog, we’ll explore a simple but powerful concept—the Positive Language Challenge—and how it can transform agent performance through small, consistent changes in everyday conversations.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
Read more here:
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mySQM™ customer service QA software is a single platform for call centers to deliver great CX and lower costs. mySQM™ empowers and engages agents with real-time CX feedback, quality assurance, coaching, and recognition to deliver great CX.
24/03/2026
This week, we focus on how No-Call No-Shows in Contact Centers Aren’t Random
In any contact center, every scheduled shift matters. When an agent doesn’t show up—and doesn’t notify anyone in advance—it creates immediate disruption. This situation, often referred to as a “no-call no-show” (NCNS), occurs when an employee misses their shift without warning. While it may sound like an occasional or unavoidable issue, NCNS has a ripple effect that reaches far beyond a single absence.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
Read more here:
No-Call No-Shows in Contact Centers Aren’t Random
Discover how no-call no-shows impact your contact center's performance. Learn to identify patterns and improve employee engagement for better service quality.
18/03/2026
This week, we focus on the 6 Hidden Impacts of AI on Contact Center Agents
This blog explores six hidden impacts AI is having on contact center agents—both positive and negative—and how these changes are shaping the future of the agent role.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
Read more here:
6 Hidden Impacts of AI on Contact Center Agents
Uncover the evolving landscape of contact center agents as AI takes over routine tasks. Learn about six hidden impacts shaping their roles and customer interactions.
17/03/2026
We’re proud to share that 𝐒𝐐𝐌 𝐆𝐫𝐨𝐮𝐩 has been recognized in 𝐆2’𝐬 2026 𝐁𝐞𝐬𝐭 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐀𝐰𝐚𝐫𝐝𝐬, ranking #1 among North American Call Center Quality Assurance firms on the Customer Service Products list. This recognition is based on verified user reviews, and we want to say a sincere thank you to our clients—your CX success, partnership, and feedback make this possible.
This week, we focus on The Next CX Battleground: Why Contact Centers Are Becoming the Front Line of Customer Trust
In this blog, SQM Group explores why the contact center has become one of the most important places where customer trust is built—and how organizations can ensure those moments lead to stronger, more confident relationships.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
SQM is proud to announce the 2025 𝐖𝐨𝐫𝐥𝐝 𝐂𝐥𝐚𝐬𝐬 𝐖𝐢𝐧𝐧𝐞𝐫𝐬 𝐨𝐟 𝐒𝐐𝐌’𝐬 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐰𝐚𝐫𝐝 𝐨𝐟 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 𝐟𝐨𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐂𝐞𝐫𝐭𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧.
This recognition is unique because it honors organizations based on independently benchmarked customer experience (CX) feedback and performance results. In simple terms, it’s driven by the voice of the customer — not submissions, judges, or popularity.
We will be celebrating their success at 𝐒𝐐𝐌’𝐬 27𝐭𝐡 𝐀𝐧𝐧𝐮𝐚𝐥 𝐀𝐰𝐚𝐫𝐝𝐬 𝐂𝐞𝐫𝐞𝐦𝐨𝐧𝐲, 𝐡𝐞𝐥𝐝 𝐚𝐭 𝐭𝐡𝐞 𝐢𝐜𝐨𝐧𝐢𝐜 𝐅𝐚𝐢𝐫𝐦𝐨𝐧𝐭 𝐋𝐞 𝐂𝐡â𝐭𝐞𝐚𝐮 𝐅𝐫𝐨𝐧𝐭𝐞𝐧𝐚𝐜 𝐢𝐧 𝐐𝐮𝐞𝐛𝐞𝐜 𝐂𝐢𝐭𝐲, 𝐐𝐮𝐞𝐛𝐞𝐜, 𝐨𝐧 𝐀𝐩𝐫𝐢𝐥 29–30, 2026.
This week, we focus on Speed + Quality: Why Contact Centers No Longer Have To Choose
This blog explains why speed and quality no longer compete—and how modern contact centers make both possible at the same time.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
We’re proud to share that 𝐒𝐐𝐌 𝐆𝐫𝐨𝐮𝐩 has been recognized in 𝐆2’𝐬 2026 𝐁𝐞𝐬𝐭 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐀𝐰𝐚𝐫𝐝𝐬, ranking #1 among North American Call Center Quality Assurance firms on the Customer Service Products list. This recognition is based on verified user reviews, and we want to say a sincere thank you to our clients—your CX success, partnership, and feedback make this possible.
This week, we focus on The Customer Effort Crisis: Why Small Frictions Become Big CX Problems
This blog explores why the “Customer Effort Crisis” is becoming one of the most important CX problems of 2026 and highlights six friction points quietly turning routine interactions into emotionally exhausting experiences for customers.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
This week, we focus on The New Era of Transparent Support: Why Customers Want See-Through Service Experience
In this blog, we explore why transparent support is becoming a defining expectation in 2026 and outline seven key reasons customers want more visibility during service interactions. We’ll also share practical examples and communication strategies that make transparency natural and effective in the contact center environment.
If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us.
14/04/2026
07/04/2026
24/03/2026
18/03/2026
17/03/2026
11/03/2026
09/03/2026
26/02/2026
25/02/2026
19/02/2026
04/02/2026
29/01/2026