Deliver Great FCR Call Center Customer Experience using mySQM™ FCR Insights Software Platform
mySQM™ FCR Insights Software is Built Specifically for Call Centers
Since 1996, SQM has been a Call Center First Call Resolution Expert for measuring, benchmarking, tracking, and improving FCR. At the heart of our services is mySQM™ FCR Insights software, which is a SaaS-based subscription platform explicitly built for call centers. Combining our standard and Personalized Intelligence™ software features is a powerful approach to assist agents, supervisors, managers, and analysts in measuring and improving their FCR and customer experience.
Standard Features
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
- Captures all customer and employee survey methods and internal data
- Audio capture for customer sentiment
- Data and audio co-exists in the same database
ANALYTICS
Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities
- Preconfigured performance reports and targeted opportunities for improvement
- Pivot table for customizable analysis
- Repeat call root cause analytics
PERFORMANCE
Holistic data visualization for agent 360 performance reporting and benchmarking to coach agent for FCR and Csat improvement
- Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)
- 360 agent performance reporting
- Customizable agent and supervisor dashboard
Personalized Intelligence™ Features
CUSTOMER QUALITY ASSURANCE
Combines survey and call compliance data for a holistic view of call quality – the only proven QA approach to improve FCR
- Brings VoC into quality assurance
- Combines customer survey and call compliance data
- Insights for agent performance, coaching and training
REWARDS & RECOGNITION
Recognition program that awards points to motivate agents to improve FCR and provide great CX
- 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 e-LEARNING
SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills
- 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.
mySQM™ ROI Calculator
Try our Agent Cost Effectiveness Calculator
Discover who needs recognition, coaching, or performance management.
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.
For every 1% improvement in FCR, you reduce your operating costs by 1%.
Reduce Operating Costs
For every 1% improvement in FCR, you reduce your operating costs by 1%.
- For a call center performing at the FCR industry average of 70%, potentially 30% of customers will have to call back because their issue was not resolved on the first call.
- For the average call center, it takes 1.4 calls to resolve a customer’s inquiry. For 30% of customers who do not achieve FCR, it takes 2.5 calls to resolve their inquiry.
- Repeat calls represent 23% of the average call center’s operating budget, which is an enormous opportunity to reduce a call center’s operating costs.
- For the average midsize call center, a 1% improvement in their FCR performance equals $286,000 in annual operational savings.
98% of customers will continue to do business with the organization as a result of achieving FCR.
Reduce Customers at Risk of Defection
98% of customers will continue to do business with the organization as a result of achieving FCR.
- If the call was unresolved, 23% of customers express their intent to not continue to use the organization’s products and services as a result of their call center experience.
- The savings from preventing customer defections can be 5X greater than operational savings.
- For many call centers, retaining customers represents the biggest opportunity to add true value to their organization.
- Resolving calls is the key to reducing customers at risk.
- For every 2% improvement in FCR there is a 1% improvement in call resolution, helping the call center retain customers.
For every 1% improvement in FCR there is a 1% improvement in Csat.
Improve Customer Satisfaction
For every 1% improvement in FCR there is a 1% improvement in Csat.
- FCR is the metric with the highest correlation to Csat out of all call center internal or external metrics.
- The absence of FCR is the strongest driver of customer dissatisfaction.
- Csat (top box response) average drops 15% every time a customer has to call back to get their initial call resolved.
- If a customer had to call in three times to get their call resolved, their Csat would be 30% lower than a customer who had their call resolved on the first call.
- On average, 14% of customers describe their call as a complaint call. For every 5% improvement in FCR you reduce your complaint calls by 1%.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
Improve Employee Satisfaction
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
- Call centers with high FCR tend to have high Esat. Conversely, call centers with low FCR tend to have low Esat.
- The level of stress is very high for the CSR who handles the second or third call when a customer’s issue was unresolved on the first call.
- Increasing FCR improves both Esat and Csat. Consistently resolving inquiries on the first call can increase Esat substantially.
- Most call center managers understand that high Esat can provide high Csat/FCR, but high Csat/FCR can drive high Esat too.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
Increase Opportunities to Sell
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
- SQM’s research shows that the customer’s needs must be resolved before the CSR has earned the right to move on to any type of sales activity.
- If the CSR cross-sells before the inquiry or problem is resolved, the customer typically becomes irritated.
- The customer can feel that the organization is pushing its needs, rather than serving the customer’s needs.
- Focusing on business needs versus customer needs can cause the fundamental customer relationship to be undermined.
For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.
Improve Net Promoter Score ®
For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.
- FCR is a strongest driver for higher transactional NPS
- The average call center FCR is 72% and their NPS is 48
- FCR and NPS have a high correlation of .64
- NPS goes down by 18 points for each additional call made
- NPS is 64 points when customers resolved their call in one call (FCR)
- NPS is 40 points when customers resolved their call in two calls
- NPS is - 10 points when customers call is unresolved on the first call
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
Personalized Demo
Some Of The SQM Clients Whom Trust Us To Help Them Improve FCR
