cb081686_wards_Program___SQM_Group_Inc___How_it_is_Judged
[Award Name] 9. First Call Resolution Improvement Award [Definition] This award recognizes organizations that have a 5% or greater annual 2015 FCR improvement from the previous year. Each FCR improvement award winner will receive an SQM gold trophy. [How it is Judged] 
First call resolution is judged using a minimum sample size of 400 customer telephone surveys taken from a random selection of calls that reflects your actual call type volume. This award is based on the organization’s 2015 annual FCR rating compared to their 2014 annual FCR rating.
SQM’s Awards Program | SQM Group Inc.
How it is Judged