CXM Software for Contact Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
Use our ROI calculator to see your contact center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ CX Insights technology. It only takes a few minutes to complete. SQM is very proud of the fact that over 70% of our tracking clients improve their FCR performance year-over-year. Many new clients increase their FCR improvement by 5% or more within one year.
All contact centers have operational savings opportunities by improving FCR. However, for contact centers supporting organizations that operate in a competitive environment, improving FCR performance will also reduce customer defections. A contact center can substantially reduce the loss of revenue as a result of its improved ability to resolve customer inquiries on the first call, and as a result, retain customers. In most cases, the savings from protecting the loss of revenue from customer defections will be substantially higher than the savings from reducing operational costs.
Our FCR improvement ROI calculation only factors operational savings. FCR improvement ROI is based on inputting your contact center's annual call volume, FCR, call resolution, CSR salary, and number of CSRs. Find out how much operational savings your contact center will gain by using mySQM™ CX Insights software, which has a proven track record for helping clients improve FCR. It only takes a few minutes to calculate your FCR improvement ROI.
Learn more about SQM Group, the mySQM™ CX Insights platform, and how we can help your company improve your CX delivery.