SOURCE: C3/CustomerContactChannels


June 17, 2015 10:00 ET

C3/CustomerContactChannels Wins Vendor First Call Resolution (FCR) Best Practices Award

PLANTATION, FL--(Marketwired - June 17, 2015) - C3/CustomerContactChannels (C3), a global provider of customer management solutions, is pleased to announce it has won the Service Quality Measurement (SQM) award for Vendor First Call Resolution (FCR) Best Practices. C3 is one of seven companies that were recognized for helping its clients' customers resolve their inquiries the first time they call. The awards ceremony took place on June 4, 2015 in Coeur d'Alene, Idaho. Michael Baldwin, Vice President of Training and Performance Optimization with C3 was there to accept the award.

C3 won this award based on a client case study involving one of the country's top mobile service providers. C3 utilized its C3 Service & Sales Optimization program (C3 S2S) to transform the client's organization from a "pure service" oriented organization to a "service and sales" generating organization. All 32,000 of the client's associates across 38 cities in five countries participated in a training program certified by nearly 250 C3 trained facilitators during a 16-week period.

The client's goal for first-call resolution or interval one-call resolution (IOCR), which tracks the frequency of customer call-backs within a 24-hour period, was 25 percent. Following the program rollout, C3 moved the client from 25.76 percent to 23.17 percent, meaning only 23 percent of the customers called back within a 24-hour period.

"C3's training programs, especially C3PO, helps customer-facing teams focus on driving sales results, service quality and key performance indicators," said Ken Epstein, executive vice president of global sales and marketing. "We use a combination of high-interactivity learning and repetition to help agents feel confident in both sales and customer management techniques."

"The success stories speak volumes for our team here at C3," said C3 President and Chief Operating Officer Rick Ferry. "I am extremely proud of their work and the countless individual contributions that resulted in this achievement."

The SQM industry awards is the most prestigious and sought after North American call center awards program. SQM has been conducting FCR, employee satisfaction (Esat) and customer satisfaction (Csat) call center benchmarking studies and Best Practice evaluations since 1996.

About C3

C3/CustomerContactChannels is a global provider of contact center services unlike any other in the industry today. Services include sales, service, performance optimization, reputation management and complete customer lifecycle management via traditional, web, and emerging communication channels. C3 positively engages and promotes our clients' brands with every contact made with their customers. With a global team that is thousands of employees strong, the company is headquartered in Plantation, FL. More information can be found at

About SQM

SQM benchmarks over 450 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. On an annual basis, SQM conducts over 1 million surveys with customers who have called a call center. SQM also conducts over 25,000 surveys annually with employees who work in call centers. Based on our call center benchmarking studies, SQM awards excellence in FCR, customer and employee satisfaction for the call center industry. SQM awards are unique in the industry as they are based on customers who have used a call center and/or employees who work in a call center. More information can be found at

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