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 Group’s customer survey research and best practices consulting services have helped clients improve their contact center first contact resolution (FCR) performance. In fact, SQM enjoys a 95% retention rate with over 70% of our contact center tracking clients improving their contact channel 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.