SQM Group

mySQM™ FCR Insights
CX Management Software

Built for call center agents to improve FCR, customer service and cost, by increasing employee engagement, one agent at a time.
 

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Customer Service Blog

mySQM™ CX Management Software Built for Call Center Agents

Since 1996, SQM has been the market leader in 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 CEM software powered by a SaaS subscription platform and explicitly built for call centers to improve customer service and cost by increasing employee engagement, one agent at a time.

Combining our standard and Personalized Intelligence™ CX 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 ▶

Customer Service Software Standard Features

a laptop with headphones over a graph

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

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

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

PERFORMANCE


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​

Customer Experience Software Personalized Intelligence™ Features

A virtual customer service rep infront of a computer

CUSTOMER QUALITY ASSURANCE


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

REWARDS & RECOGNITION


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

SOFT SKILLS e-LEARNING


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

The Business Impact
of Improving FCR

SQM's call center CX research shows six benefits for measuring and increasing the First Call Resolution rate. When you use the FCR rate, you gain tremendous insights into how customers view your organization's performance for efficiency and effectiveness metrics.

 
Learn More About These Benefits ▶

Software Benefits

mySQM­™ FCR insights CX Management Software Drives Immediate Business Impact

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 CX management software. The average payback period is less than 3 months. It only takes a few minutes to complete.

 

ROI Calculator

Software ROI  Payback in less that 3 Months

Do You Want To Improve Your Customer Service and Agent Engagement?

Learn how mySQM™ FCR insights software can help improve customer service by increasing employee engagement, one agent at a time.

 

Software Demo