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
First Call Resolution: Reimagined Measurement Methods
Since 1996, SQM has been a call center market leader for measuring First Call Resolution, Agent Call Handling, Quality Assurance, Customer Experience, and Employee Experience metrics using our software, research insights, and awards to improve our clients' service and cost. mySQM™ FCR Insights software is specifically designed for call centers to help them substantially reduce operating costs while delivering great customer and employee experiences. The heart of SQM’s specialization capabilities is our SaaS subscription platform powered by mySQM™ FCR Insights software based on VoC survey data. Our software is highly customizable to meet your call center’s specific needs and customer experience improvement opportunities. The combination of our Standard and Personalized Intelligence features is a powerful approach to assist front-line employees, analysts, and business managers in improving customer experience and reducing costs.
mySQM™ FCR Insights ▶
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 ▶
The mySQM™ Rewards and Recognition program puts accountability for improving FCR performance into the hands of each of your frontline employees, and provides meaningful perks for them to aim for.
Rewards & Recognition ▶
SQM offers virtual, on-demand e-learning for CX soft skills modules delivered through our mySQM™ FCR Insights software. What makes our CX Soft Skills e-Learning so effective is that we use VoC survey data to train and to validate CX improvement.
CX Soft Skills e-Learning ▶
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.
Find out more about best practices for customer experience in the call center industry from SQM's collection of case studies.
“One of the great components of SQM’s offerings is the surveying at the agent level. What a motivator it can be to have first call resolution and customer satisfaction at the agent level.” VSP has consistently achieved world class FCR and CX performance and has been the contact center of the year winner.
