SQM Group

mySQM™ FCR Insights Software

Our customer service management software is specifically built for call centers and designed to measure, track, benchmark, and improve first call resolution, customer service, quality assurance, 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 (CSM) for the call center industry. The heart of SQM's customer service management efforts is mySQM™ FCR Insights software powered by a SaaS subscription platform. Our call center CSM software captures external (e.g., post-call survey) and internal (e.g., QA, CRM, telephony technology-IVR/ACD) data. 

mySQM™ FCR Insights software includes:

  • Six Core Standard Features: data capture, data analytics, data visualization, customizable, real-time notifications, and recorded customer feedback.
  • Six Personalized Intelligence™ Features: benchmarking, recognizing, training, coaching, knowledge building, and customer quality assurance. 

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. 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 Software - Core Standard Features

mySQM™ FCR Insights customer service management software includes six core 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, quality assurance, call handling, customer and employee survey data, from the agent to the call center level. These core 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 Software - Personalized Intelligence™ Features

The heart of mySQM™ FCR Insights customer service management software is Personalized Intelligence™, a suite of six SQM proprietary features centered around: benchmarking, recognizing, training, coaching, knowledge building, and customer quality assurance. In addition, Personalized Intelligence™ uses external (e.g., post-call survey) and internal data (e.g., QA) to provide individualized insights at an agent level to help them to deliver great customer service. The enhanced features of Personalized Intelligence™ are built upon the standard features of mySQM™ FCR Insights software.

Cusotmer Experience software

mySQM™ FCR Insights Customer Service Management Software Features

Core 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, customer satisfaction, quality assurance, and other internal metrics at the call center to the agent levels.

Download Business Case ▶