mySQM™ FCR Insights Software
Our call center customer service software is specifically designed to measure, track, benchmark, and improve First Call Resolution, customer service, and employee experience.
mySQM™ FCR Insights Software is Built Specifically for Call Centers
SQM Group is a software company that specializes in customer service management for the call center industry. The heart of SQM’s call center customer service is mySQM™ FCR Insights software which is powered by our SaaS subscription platform. Our customer service software is based on external (e.g., post-call survey) and internal (e.g., QA, CRM, telephony technology-IVR/ACD) data. The standard features of mySQM™ FCR Insights software are designed to help call centers capture, analyze, benchmark, report and action FCR, customer service 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 customer experience management 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 service.
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 software. Our high-value FCR software is specifically built to help call centers improve their customer service and 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
mySQM™ FCR Insights - Standard Features
mySQM™ FCR Insights customer service management software is built on six standard features: data capture, data analytics, data visualization, highly customizable, providing real-time notifications, and listening to recorded customer feedback. 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™.
mySQM™ FCR Insights - Personalized Intelligence™ Features
The heart of mySQM™ FCR Insights customer service management 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.
mySQM™ FCR Insights Customer Service Management Software Features
Standard Features
Data Capture
Capture, store, and access customer and employee survey data from any survey methodology or internal data source.
Data Analytics
The software provides data analytics for assessing performance and identifying service and cost improvement opportunities from the agent to the call center level.
Data Visualization
SQM software provides comprehensive data visualization (e.g., FCR, CX, EX, cost, AHT, QA, etc.) reporting from the agent to the call center level.
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.
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 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, and customer satisfaction metrics at the call center and agent levels.
Request a Demo
Learn more about the mySQM™ FCR Insights customer service management software, find out how SQM can help your call center improve customer service and employee experience, and take advantage of the power of Personalized Intelligence™ to improve your FCR.
Reach out today to book your demo.