Highland Park, MI (May 9, 2016) – Dialog Direct, a customer engagement and marketing solutions company, is proud to announce they are the recipient of SQM’s 2015 Contact Center Industry Voice of the Customer Service Excellence Program awards, earning the following honor:
- CSR Training Program Best Practice 2015
SQM’s selection of Dialog Direct came from the company’s work in increasing first call resolution (FCR) in 2015 by 7 points over 2014, from 69% to 76%, for a pharmacy benefit management company. Not only did the FCR markedly increase, but scores were consistent month-to-month, not rising and falling as would be expected with every new hire class released to take calls.
“With growth rates of customer service advocates tripling year over year due to rapid member growth, and with the unemployment rate tightening, one would normally expect a significant reduction in first call resolution and customer satisfaction,” Amy McCarty, SVP Dialog Direct Customer Engagement. “Typically, this situation would create a large number of untenured staff and new management, resulting in inconsistent and significantly reduced FCR rates, but we were able to excel in this situation by implementing the right training practices.”
The Dialog Direct and PBM partnership attributes their FCR increase to 10 training-related best practices, which Mary Murcott, President of the Customer Experience Institute for Dialog Direct will discuss during their Training Best Practice Session at the SQM Conference this month in Coeur d’Alene, Idaho. The presenting team will welcome questions and discussion throughout their presentation.
About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 5,000 team members across 16 locations, the company offers a full range of sales and marketing support services – direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics – to help its clients build lifelong customer relationships. Please visit www.dialog-direct.com or call 800-523-5867 for more information.
About SQM Group
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.
SQM benchmarked over 500 leading North American contact centers during the period of January 1 to December 31, 2015. For SQM’s award program, we telephone surveyed customers within two business days of their contact with the contact center to understand their customer experience. SQM’s Awards Program is the most prestigious and sought after North American contact channel FCR awards program as they are based on customers who have used a contact channel and employees who work in a contact center.