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mySQM™ FCR Insights Customer Service Management Software Built for Call Centers


SQM Group is a software company that specializes in customer service management for the call center industry. Since 1996, SQM has been the market leader for the call center industry for measuring, benchmarking, improving, and awarding First Call Resolution and customer service. At the heart of our services is our ​​​​​​mySQM™ FCR Insights customer service management software 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 service.


mySQM™ FCR Insights ▶

Standard Features

a laptop with headphones over a graph


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


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
  • VoC Closed-loop process to identify, develop, check and act on service improvement opportunities

Data reporting and charts


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


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


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


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 customer service management software. Our high-value FCR software is specifically built to help call centers improve their customer service and operating costs. The average 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.

Cost Effectiveness Calculator ▶

mySQM™ FCR Insights Software — Business Case

Learn about the business case for using mySQM™ FCR Insights customer service management software to improve your customer service and operating costs by focusing on first call resolution, call resolution, customer satisfaction, quality assurance, and other internal metrics at the call center to the agent levels.

Download Business Case ▶

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 Who Trust Us To Help Them Improve FCR 

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