FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
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SQM Group
Call Center FCR/CX Awards
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 ▶
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
ANALYTICS
Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities
PERFORMANCE
Holistic data visualization for agent 360 performance reporting and benchmarking to coach agent for FCR and Csat improvement
CUSTOMER QUALITY ASSURANCE
Combines survey and call compliance data for a holistic view of call quality – the only proven QA approach to improve FCR
REWARDS & RECOGNITION
Recognition program that awards points to motivate agents to improve FCR and provide great CX
SOFT SKILLS e-LEARNING
SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills
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 ▶
Discover who needs recognition, coaching, or performance management.
Agent Cost Effectiveness Calculator ▶
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.
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For every 1% improvement in FCR, you reduce your operating costs by 1%.
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98% of customers will continue to do business with the organization as a result of achieving FCR.
For every 1% improvement in FCR there is a 1% improvement in Csat.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
The top agents for FCR cost per call resolution is 35% lower than the bottom agents for FCR.
Select from the below options to learn how our mySQM™ FCR Insights Software can help improve your call center service and cost.
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