SQM Group

mySQM™ FCR Insights Software

Our First Call Resolution software is specifically designed to measure and improve contact center customer experience, reduce operating costs, and deliver a great customer experience.

First Contact Resolution Software That Drives Call Center Customer Experience Improvement

The heart of SQM’s call center customer experience specialization capabilities is our SaaS subscription platform powered by mySQM™ FCR Insights software. Our first call resolution 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 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 Experience.

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.

ROI Calculator ▶

ROI 450%       payback <3 months

mySQM™ ROI Calculator

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mySQM™ FCR Insights - Standard Features

mySQM™ FCR Insights 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™.

customer experience management software

mySQM™ FCR Insights - Personalized Intelligence™ Features

The heart of mySQM™ FCR Insights 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.

Cusotmer Experience software

mySQM™ FCR Insights 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 — 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.

Download Business Case ▶