SQM Group
Climate Impact & Sustainability Data (2012)
Reporting Period: 2012
Environmental Metrics
Climate Goals & Targets
Environmental Challenges
- Low First Call Resolution (FCR) rates in the call center industry (average 70%).
- Inaccurate internal FCR measurement methods, often overstating actual performance.
Mitigation Strategies
- Implementing Voice of the Customer (VoC) surveys to accurately measure FCR.
- Focusing on FCR improvement initiatives such as performance systems, skills training, technology upgrades, and process improvements.