About EQM - External Quality Monitoring

EQM (External Quality Monitoring) from Customer Relationship Metrics is a customizable managed research program that contains the right mix of science, technology, and professional services that result in a positively motivated and dedicated workforce, engaged in improving the customer experience. We call it a customer "Rally Cry".

Employee engagement represents success or failure with any survey program. An EQM program can detect and pinpoint exactly where to focus efforts for greatest performance improvement. However, until accountability and trust is preset, your people will not be motivated to take action. This where EQM separates itself from all other survey solutions. In order to elevate your performance to Elite, Metrics has combined several components into our award-winning EQM programs.

The three primary components include our award-winning CATs® (Completely Automated Telephone surveys) or WEB surveys, a Survey Calibration process, and Professional Services, that will prevent you from conducting Survey Malpractice.

CATs® is a fully hosted real-time post-call survey data collection engine designed by research scientists and is significantly more advanced than an IVR. Combined with our Survey Calibration process in which we transcribe every customer comment and use them to correct survey scores and agent assignment errors before agent scorecards and analytical analysis is conducted. This allows us to create reporting from clean (correct) data. The combination of post-call data collection and Survey Calibration (using customer comments to change survey data) is an industry first and only available with a Customer Relationship Metrics EQM program.