SQM Group

mySQM™ FCR Insights Software

Our customer experience management (CEM) software is specifically built for call centers and designed to measure, track, benchmark, and improve FCR, Csat, NPS, quality assurance, customer service and employee experience. 

mySQM™ Customer Experience Software is Built Specifically for Call Centers

SQM Group specializes in customer experience management (CEM) software for the call center industry. The heart of SQM's CEM efforts is mySQM™ FCR Insights software powered by a SaaS subscription platform. Our call center customer service software captures external (e.g., post-call survey) and internal (e.g., QA, CRM, telephony technology-IVR/ACD) data. 

The powerful 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 experience software. Our high-value CEM 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

mySQM™ FCR Insights Software provides insights into all customer experience metrics (e.g., Csat, NPS) with a focus on internal and external First Call Resolution insights in the following areas: 

  • First Call Resolution Measurement
  • First Call Resolution Rate (FCR Rate)
  • First Call Resolution Calculation
  • First Call Resolution Formula
  • First Call Resolution Importance
  • First Call Resolution ROI
  • Where To Improve First Call Resolution

Learn More About FCR

FCR Icon

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mySQM™ CEM Software - Core Standard Features

mySQM™ FCR Insights customer experience 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™ customer service management (CSM) software and are enhanced by the features of Personalized Intelligence™.

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mySQM™ CEM Software - Personalized Intelligence™ Features

The heart of mySQM™ FCR Insights customer experience 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™ customer service management software.

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mySQM™ FCR Insights Customer Experience 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

VoC Closed-loop process to identify, develop, check and act on FCR and customer service improvement opportunities

Data Visualization

SQM software provides comprehensive data visualization (e.g., Csat, FCR, NPS, 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 experience management software to improve your customer service and operating costs by focusing on first call resolution, call resolution, customer satisfaction, NPS, quality assurance, and other internal metrics at the call center to the agent levels.

Business Case ▶

Reduce Operating Costs

For every 1% improvement in FCR, you reduce your operating costs by 1%.

Reduce Customers at Risk

95% of customers will continue to do business with the organization as a result of achieving FCR.

Improve Customer Satisfaction

For every 1% improvement in FCR there is a 1% improvement in Csat.

Improve Employee Satisfaction

For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

Increase Opportunities to Sell

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

Improve Net Promoter Score®

For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.