About SQM

Since 1996, Service Quality Measurement (SQM) Group has been a call centerindustry leader for improving our clients’ operating cost, customer service andretention. We have done this by being operationally excellent at conductingrepeat call analysis and benchmarking, tracking, consulting, awarding andcertifying FCR, Esat and Csat performance. Over 70% of our tracking clientsimprove their FCR and operating cost year over year. For those clients that haveimproved they have experienced on average a 5% FCR improvement. For theaverage call center SQM benchmarks, a 1% improvement in their FCRperformance equals $276,000 in annual operational savings. Some clients haveimproved their FCR performance by as much as 12% within 30 days ofimplementing SQM’s FCR best practices. Our research also shows that whenyou improve your FCR, not only do you achieve operational savings, you alsoreduce customers at risk which is typically a 5-10 times greater savingsopportunity than the operational FCR improvement savings.

In the last 5 years, SQM has a revenue growth of over 400%, a sky-high clientretention rate of 95% and has been recognized by Profit 100 magazine as one ofthe fastest growing companies in Canada. Profit 100 magazine published a casestudy on how SQM was able to achieve over 400% revenue growth and a 95%client retention rate. Please see SQM’s press release regarding the PROFIT 100recognition and our client’s feedback about the recognition.

SQM benchmarks over 400 leading international call centers on an annual basisand has been conducting FCR Csat benchmarking studies since 1996. On anannual basis, SQM conducts over 1 million surveys (over 450,000 live surveysand over 550,000 IVR surveys) with customers who have used a call center,email, website or IVR contact channel service. SQM also conducts over 25,000surveys yearly with employees who work in call centers. Our customer andemployee survey database is one of the largest in North America. SQM doesbusiness in 11 countries around the globe: Canada, United States, Argentina,Australia, Puerto Rico, India, Phillipines, Costa Rica, Mexico, DominicanRepublic and Jamaica.

www.sqmgroup.com

SQM Group | 4611 23rd Street | Vernon, BC V1T 4K7 | 1-800-446-2095

SQM awards excellence in service quality for the call center industry. Our awardsare based on customers who have used a call center and employees who workin a call center and are considered to be the fairest and most prestigious callcenter awards in the call center industry. We have recognized top performing callcenters for Csat and Esat since 1998. SQM evaluates over 400 leadinginternational call centers each year such as Marriott, Sears, Canadian Tire, USBank, Wells Fargo, Rogers, Capital One, CitiFinancial, Scotiabank, Discovercard,Blue Cross, etc.

Our post-call surveying methodology continues to be leading edge. SQMconducts live surveys through our own dedicated workforce or use our in-houseIVR, web and email survey technology. All post-call survey methods can beintegrated into one common database. We can also survey within 5 minutes ofthe customer’s call without having to rely on a transfer into our technology. Ourcall list management system allows us to accurately deliver a survey quota at acustomer representative level or any other survey quota level that is required. Toensure the quality of our survey data and feedback collection, SQM monitors100% of our survey calls. The accuracy of each telephone survey representativeis individually tracked and must comply with our minimum error rate of less than1%.

Our Customer Quality Assurance evaluation is a unique service where, for thesame call, SQM conducts a telephone customer satisfaction (live or IVR) surveyand combines the survey data with call compliance evaluation data using SQM’sdata capturing technology for integrating the two data sources. Call complianceevaluations are conducted by using your call recording system and using SQM’scall quality evaluators, your in-house QA evaluators or a combination.Our reporting is available in real-time via our secure website. Customerrepresentatives and supervisors have direct and secure access to their reportsand coaching logs. Analysts have full access to over 60 FCR Csat pre-formattedand easily exported reports with full ability to sort and search the data for ad-hocreporting. In addition, our reporting capabilities allows the integration of Csatsurvey and call quality assurance evaluation data.

Our experience in FCR, Csat, CQA and Esat measuring, benchmarking, tracking,evaluating and helping call centers improve are unsurpassed and enable us toprovide call centers with best practices. These best practices help our clientsreduce their operating cost, improve their customer satisfaction, reduce theircustomers at risk and increase their opportunities to sell to customers. Thebottom line is that our secret ingredient is our clients’ success.

www.sqmgroup.com

SQM Group | 4611 23rd Street | Vernon, BC V1T 4K7 | 1-800-446-2095