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.
mySQM™ ROI Calculator
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™.
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.
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.
For every 1% improvement in FCR, you reduce your operating costs by 1%.
Reduce Operating Costs
For every 1% improvement in FCR, you reduce your operating costs by 1%.
- For a call center performing at the FCR industry average of 70%, potentially 30% of customers will have to call back because their issue was not resolved on the first call.
- For the average call center, it takes 1.4 calls to resolve a customer’s inquiry. For 30% of customers who do not achieve FCR, it takes 2.5 calls to resolve their inquiry.
- Repeat calls represent 23% of the average call center’s operating budget, which is an enormous opportunity to reduce a call center’s operating costs.
- For the average midsize call center, a 1% improvement in their FCR performance equals $286,000 in annual operational savings.
98% of customers will continue to do business with the organization as a result of achieving FCR.
Reduce Customers at Risk of Defection
98% of customers will continue to do business with the organization as a result of achieving FCR.
- If the call was unresolved, 23% of customers express their intent to not continue to use the organization’s products and services as a result of their call center experience.
- The savings from preventing customer defections can be 5X greater than operational savings.
- For many call centers, retaining customers represents the biggest opportunity to add true value to their organization.
- Resolving calls is the key to reducing customers at risk.
- For every 2% improvement in FCR there is a 1% improvement in call resolution, helping the call center retain customers.
For every 1% improvement in FCR there is a 1% improvement in Csat.
Improve Customer Satisfaction
For every 1% improvement in FCR there is a 1% improvement in Csat.
- FCR is the metric with the highest correlation to Csat out of all call center internal or external metrics.
- The absence of FCR is the strongest driver of customer dissatisfaction.
- Csat (top box response) average drops 15% every time a customer has to call back to get their initial call resolved.
- If a customer had to call in three times to get their call resolved, their Csat would be 30% lower than a customer who had their call resolved on the first call.
- On average, 14% of customers describe their call as a complaint call. For every 5% improvement in FCR you reduce your complaint calls by 1%.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
Improve Employee Satisfaction
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
- Call centers with high FCR tend to have high Esat. Conversely, call centers with low FCR tend to have low Esat.
- The level of stress is very high for the CSR who handles the second or third call when a customer’s issue was unresolved on the first call.
- Increasing FCR improves both Esat and Csat. Consistently resolving inquiries on the first call can increase Esat substantially.
- Most call center managers understand that high Esat can provide high Csat/FCR, but high Csat/FCR can drive high Esat too.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
Increase Opportunities to Sell
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
- SQM’s research shows that the customer’s needs must be resolved before the CSR has earned the right to move on to any type of sales activity.
- If the CSR cross-sells before the inquiry or problem is resolved, the customer typically becomes irritated.
- The customer can feel that the organization is pushing its needs, rather than serving the customer’s needs.
- Focusing on business needs versus customer needs can cause the fundamental customer relationship to be undermined.
For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.
Improve Net Promoter Score ®
For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.
- FCR is a strongest driver for higher transactional NPS
- The average call center FCR is 72% and their NPS is 48
- FCR and NPS have a high correlation of .64
- NPS goes down by 18 points for each additional call made
- NPS is 64 points when customers resolved their call in one call (FCR)
- NPS is 40 points when customers resolved their call in two calls
- NPS is - 10 points when customers call is unresolved on the first call
Request a Demo
Learn more about the mySQM™ FCR Insights platform, find out how SQM can help your call center improve customer and employee experience, and take advantage of the power of Personalized Intelligence™ to improve your FCR.
Reach out today to book your demo.