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mySQM™ FCR Insights Software

mySQM™ FCR Insights software is specifically designed for call centers to help them improve FCR, reduce operating costs, and deliver great customer and employee experiences.

Software That Drives Call Center FCR Improvement

The heart of SQM’s specialization capabilities is our SaaS subscription platform powered by mySQM™ FCR Insights software based on VoC survey data. The standard features of mySQM™ FCR Insights software are designed to help call centers capture, analyze, benchmark, report and action customer and employee experience data. The Personalized Intelligence™ features of mySQM™ FCR Insights software are designed to provide individualized insights at an agent level to help them with their CXM efforts. The combination of standard and Personalized Intelligence™ features are a powerful approach to assist front-line employees, analysts, and business managers to improve their FCR and Customer Experience.

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

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mySQM™ FCR Insights - Standard Features

mySQM™ FCR Insights software is built on six standard features: being highly customizable, providing real-time notifications, listening to recorded customer survey feedback, exportable raw data, centralized data storage, and data visualization. The standard features of mySQM™ FCR Insights software are designed to capture, analyze, benchmark, report, and action FCR, customer and employee survey data, quality assurance, and call handling data from the agent to the call center level. These standard features are the fundamentals of mySQM™ FCR Insights software and are enhanced by the features of Personalized Intelligence™.

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mySQM™ FCR Insights - Personalized Intelligence™ Features

The heart of mySQM™ FCR Insights software is Personalized Intelligence™, a suite of six SQM proprietary features that is centered around: benchmarking, rewarding, training, coaching, knowledge building, and customer quality assurance. Personalized Intelligence™ uses VoC data to provide individualized insights at an agent level to help them to deliver great CX. The enhanced features of Personalized Intelligence™ are built upon the standard features of mySQM™ FCR Insights software.

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mySQM™ FCR Insights Software Features

Standard Features

Highly Customizable

Easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics.

Real-Time Notifications

Can be customized so that you can act quickly to improve FCR. Receive real-time notifications about world class interactions and service recovery opportunities.

Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your call center.

Exportable Raw Data

Raw data can be easily exported through the scheduled and customizable feature of the software.

Centralized Data Storage

Collect, store, and access customer and employee survey data from any survey methodology or internal data source.

Data Visualization

SQM software captures and stores internal and external data, which provides comprehensive data visualization (e.g., FCR, CX, EX, cost, AHT, QA, etc.) reporting from the agent to the call center level.

Personalized Intelligence™ Features

Rewards & Recognition

Award points based on CSR CX performance that is captured in mySQM™ software and can be redeemed using an SQM debit card, gift cards, corporate merchandise, etc.

CX Essentials Coaching

Our software uses VoC survey feedback to provide CSR CX performance tracking, and individualized coaching opportunities.

Benchmarking & Ranking

CX benchmarking and ranking data is captured and reported in real-time through mySQM™ FCR Insights software.

Knowledge Builder

A searchable library of CX Essentials soft skills, social styles, and validated best practices for improving FCR and providing great CX.

CX Soft Skills e-Learning

Virtual, on-demand and instructor-lead e-learning for CX soft skills modules delivered through our mySQM™ FCR Insights software.

Customer Quality Assurance

A holistic approach to call quality monitoring that uses both the voice of the customer and call compliance information.

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 ▶

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Reduce Operating Costs

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

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Reduce Customers at Risk

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

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Improve Customer Satisfaction

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

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Improve Employee Satisfaction

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

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Increase Opportunities to Sell

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

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Create More High Performing Agents

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