SQM Group Home

Deliver Great FCR Call Center Customer Experience using mySQM™ FCR Insights Software Platform

 See Clients ▶

a video monitor frame
Persona Communicaton Styles Diagram

Call Center FCR/CX Awards

Awards Program Overview    Previous Award Winners

mySQM™ FCR Insights Software is Built Specifically for Call Centers

 

Since 1996, SQM has been a market leader and specialist for measuring and helping call centers improve First Call Resolution, Agent Call Handling, Quality Assurance, Cost, Customer, and Employee Experience performance. mySQM™ FCR Insights software is explicitly built for call centers to help measure, benchmark, and improve their service and cost. Combining our Standard and Personalized Intelligence features is a powerful approach to assist agents, supervisors, and analysts in improving customer experience and reducing costs.

 

mySQM™ FCR Insights ▶

Standard Features

a laptop with headphones over a graph

DATA CAPTURE


Capture, store, and access customer and employee survey data from any survey methodology or internal data source which brings everything into a single platform

Capturing Button

  • Captures all customer and employee survey methods and internal data
  • Audio capture for customer sentiment​
  • Data and audio co-exists in the same database

Datal Analytics

ANALYTICS


Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities ​

Analyzing Button

  • Preconfigured performance reports and targeted opportunities for improvement
  • Pivot table for customizable analysis
  • Repeat call root cause analytics

Data reporting and charts

PERFORMANCE


Holistic data visualization for agent 360 performance reporting and benchmarking to coach agent for FCR and Csat improvement

Reporting Button

  • Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)​
  • 360 agent performance reporting​
  • Customizable agent and supervisor dashboard​

Personalized Intelligence™ Features

A virtual customer service rep infront of a computer

CUSTOMER QUALITY ASSURANCE


Combines survey and call compliance data for a holistic view of call quality – the only proven QA approach to improve FCR​

Coaching button

  • Brings VoC into quality assurance
  • Combines customer survey and call compliance data
  • Insights for agent performance, coaching and training

 

Credit cards, gifts and a shopping cart

REWARDS & RECOGNITION


Recognition program that awards points to motivate agents to improve FCR and provide great CX

Motivating button

  • Agents earn award points based on customer survey, peer-to-peer, and QA feedback
  • Use gamification to motivate agents to improve FCR and Csat​
  • Points can be redeemed using SQM debit cards, gift cards, etc.

Soft Skills ELearning

SOFT SKILLS e-LEARNING


SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills

Training button

  • Self-paced CX soft skills training modules​
  • Online training delivered through our software
  • Agent CX performance assessed using VoC data to validate CX improvement

#

High-Value FCR Software Built for Call Centers

Do you know how much operational cost you could actually be saving?

Use our ROI calculator to see your call center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ FCR Insights technology. Our high-value software is specifically built to help call centers improve their operating costs. Our client's average ROI is 450% and the payback period is less than 3 months. It only takes a few minutes to complete.

ROI Calculator ▶

ROI 450%       payback <3 months

mySQM™ ROI Calculator

#
%
%
$
#

Measure Your Call Agents

Try our Agent Cost Effectiveness Calculator

Discover who needs recognition, coaching, or performance management.

Agent Cost Effectiveness Calculator ▶

mySQM™ FCR Insights — Business Case

Learn about the business case for using mySQM™ FCR Insights software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the call center and customer representative levels.

Download Business Case ▶

a gear with a dollar sign infront of a stack of bills
Reduce Operating Costs

For every 1% improvement in FCR, you reduce your operating costs by 1%.

a man providing feedback of a call agent
Reduce Customers at Risk

98% of customers will continue to do business with the organization as a result of achieving FCR.

A customer sitting on a cell phone with 5 gold stars behind them
Improve Customer Satisfaction

For every 1% improvement in FCR there is a 1% improvement in Csat.

An employee with headphones on pointing at a gauge which is at the best setting
Improve Employee Satisfaction

For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

A sales man pointing to a product offer on a computer monitor
Increase Opportunities to Sell

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

a call ceter CSR behind a computer with a check mark over her head.
Create More High Performing Agents

The top agents for FCR cost per call resolution is 35% lower than the bottom agents for FCR.

See mySQM™ FCR Insights Software in Action

Select from the below options to learn how our mySQM™ FCR Insights Software can help improve your call center service and cost.

Demo Video

An Introduction to mySQM™ FCR Insights Software

A computer with a big yellow play button leading to the mySQM video demo

Personalized Demo

Some Of The SQM Clients Whom Trust Us To Help Them Improve FCR 

FedEx Logo

 

Genworth Logo

AmeriHealth Logo

VSP Vision Care Logo

Jackson Logo

UPMC Logo

Consumers Energy Logo

World Vision Logo